Service Manager - CloudFit Software

The CloudFit Team is looking for a Service Manager (SM) to work directly with our customers, ensuring they receive the value, performance, and reliability of the CloudFit Managed Services and Applications. The SM takes accountability for the customer relationship ensuring any variety of applications & services are live and running as expected in customer environments. They not only help mature ongoing managed services, they also help provide continuity of relationship through continued value-added Service Reviews and renewal processes. They also partner with the Program Engineering, Cybersecurity, and Service Engineering teams to champion our customers’ voices and improve and maintain those trusted relationships with accountability.

Responsibilities:

• Be a Servant Leader through effective listening, strong decision-making skills, trustworthiness, and integrity with a commitment to customers
• Be a ‘trusted advisor’ in developing and maturing deeper customer relationships by setting proper operational expectations (I.e., change freeze dates)
• Drive customer relationship management through weekly, monthly, and quarterly service reviews focusing on engineering execution and customer outcomes
• Own customer escalation management and processes taking accountability for both technical and non-technical support escalations with effective communications
• Managing operational support issues, (i.e assisting customers with technical and non-technical support escalations), acting as a CloudFit and customer ambassador
• Ensure service continuity and development by communicating roadmap education and topical deep dive sessions with appropriate resources
• Proactively provide effective and consistent communication to our customers and the field ensuring that all parties are apprised of service releases, changes to the service, improvements, and other pertinent information
• Point of contact for change management requests providing overall coordination with key stakeholders
• Work across CloudFit Software Platform and other internal systems to improve platforms and processes, help deliver insights with automation that result in improved reliability and maintainability for customer scenarios
• Be accountable for the production health of a managed service or application, responding to escalations, and driving repairs to prevent future recurrence of issues
• Lead through renewal efforts in a predictable and structured way
• Anticipate service needs using proper leadership techniques and proven problem-solving methods
• Manage all external service providers and review yearly contracts as needed
• Monitor top-tier customer problems to ensure a high level of response time and proper problem resolutions

What makes you the perfect fit for this role:

• Bachelor’s in Business Administration, Project Management, Computer Science, or related fields
• 5 years in a leadership position – Software Engineering, Project Management, Service Management

Some nice haves but not required:

• Awareness of, and ability to reason about, modern software & systems architectures, including containers, cloud infrastructure, load-balancing, queuing, caching, distributed systems failure modes, microservices, and so on.
• Experience with working in a team, including coordinating large projects, communicating well, and exercising initiative when presented with problems.
• Practical experience running a large customer base
• Working knowledge of Data Aggregation, Analysis, and Presentation
• Demonstrated ability to work solo as well as being a strong leader
• Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters
• Set reportable metrics to measure and maintain the performance and health of the company's service department
• Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions.

Current Federal Security Clearance or ability to obtain (US Citizenship required) 

The salary range for this role is $75,000 - $175,000   benefits & perks.

Please note the national salary range listed in the job posting reflects the new hire salary range across levels and U.S. locations applicable to the position and is applicable only for new hires. Final salary will be commensurate with the candidate’s final level and location. Additionally, the range represents salary only and does not include our total rewards package. 

CloudFit Benefits & Perks: 
CloudFit benefits are designed with wellness in mind, to support what matters the most:

• CloudFit covers over 90% of medical, 100% of dental and vision, including buy-up options for you and your family!
• Financial Wellness: 401k, HSA, FSAs, Personal Financial Advisors
• 3 Weeks of PTO, 13 Paid Company Holidays, 8 Giving Back Hours
• Wellness Reimbursement Program         

Career development for employees at every level is a priority at CloudFit.

• Certification Reimbursement
• User-Friendly Career Development Tools & Resources

CloudFit is committed to providing reasonable accommodations and support in our recruiting processes for candidates with disabilities, long-term conditions, mental health conditions, sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need accommodation, please contact the Talent Acquisition team at careers@cloudfitsoftware.com.

About CloudFit: 
CloudFit Software provides customers the ability to quickly iterate on the development of Cloud Solutions while optimizing security, networking, operations, and monitoring through an engineering mindset. At CloudFit Software, we instrument solutions that attempt to reduce the human element by applying automation and engineering to every aspect of a solution's lifecycle. CloudFit focuses on delivering managed scenarios that meet customer business needs. This allows us to provide core operational outcomes while integrating back with the customer’s existing operations teams. 
 
Please be aware many of our positions require the ability to obtain security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information. 
 
CloudFit is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. 
 

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