They are intensely curious while displaying analytical, problem-solving, and dot-connecting skills.They are internally driven self-starters, and enjoy working on small-team projects.Successful contributors at Logicworks display the following personality traits: Ability to function in a rapidly changing environment and comfort with ambiguity.Strong interpersonal skills and experience initiating and building positive relationships.Excellent individual and group presentation, written, and oral communication skills.Analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness.Things that will make you successful at Logicworks: Project Management frameworks (PMP, PRINCE2).Enterprise IT management frameworks (ITIL).Ability to identify the relationships between business services, information, applications, and global infrastructure assets.Ability to travel to client locations as needed.Any advanced certifications like AWS Certified Solutions Architect – Associate or Microsoft Certified: Azure Administrator would be preferred (or the ability to earn them shortly after hire). Basic technical cloud certification - AWS Certified Cloud Practitioner or Azure Fundamentals.Demonstrated ability to work creatively and analytically in meeting customer needs.Excellent written and verbal communication skills, including group leadership and executive presentations.Outstanding customer relationship management experience and collaboration skills.Familiarity with compliance & security standards across the enterprise IT landscape.Demonstrated ability to think strategically about business, product, and technical challenges.Experience with design of modern, scalable delivery models for managed services support teams.Understanding of common infrastructure-as-a-service (IaaS) customer patterns including implementation, scaling, and transition challenges.Proven track record of managing and growing large-scale enterprise customers.Engage with Director and C-Level executives to understand business needs.Provide detailed reviews of service disruptions, metrics, and project planning.Monitor the health of the customer relationship and services by using internal tools.Work with customers to provide visibility and guidance around their Logicworks services through regular meetings and reporting.Work with the customers on operational and tactical issues such as establishing maintenance windows, following up with customers to drive adoption of security and patch compliance best practices.Stay up to date - At any moment be able to provide a snapshot status of accounts - what's coming up, what are the current challenges, and what's happened recently.Work with Sales to support the commercial relationship - help provide information and input needed to plan and implement a portfolio of projects, including budget & deliverable responsibilities, proposal construction, including estimations.Think big - ability to assess customer marketplace circumstances, organizational readiness, and C-level sponsor willingness to initiate conversations that lead to broader strategic transformation programs, construct large, complex multi-month programs which include multiple engagement services. Be a customer advocate - work with support and engineering teams to convey customer feedback as input to Logicworks service/technology roadmaps.Engage customers - collaborate with sales and other Logicworks teams to develop strong customer relationships, build a growing retention base, and drive Logicworks service adoption for a named set of customers (Senior positions will be assigned larger strategic accounts).If you enjoy staying on your toes, are adaptable and resourceful, you will fit right into an environment where your opinion counts. The ideal candidate will have a proven track record of on-boarding new and nurturing existing customers as well as familiarity with the nuances of an MSP operation. We are looking for talented, naturally curious, and persistent individuals with excellent relationship-building, discovery, and communication skills. The primary measures of success for this role are retention, customer satisfaction, and the identification of growth opportunities. CSDMs address customer challenges early, keep their stakeholders informed, and escalate issues where necessary. They serve as the customer’s trusted advisor and facilitator throughout their AWS and/or Azure cloud journeys. A Cloud Service Delivery Manager (“CSDM”) focuses on helping their set of customers identify and achieve meaningful business results. The Cloud Service Delivery Group at Logicworks provides strategic oversight to our customers and helps them achieve the greatest possible benefits from our products and services.
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