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Cloud Assurance Manager

Location: 

Milton Keynes, MIK, GB

Req ID:  1227
Level of experience:  Management/Sr. Management
Remote:  Yes
Travel Required:  0%-25%

 

Position Title: Cloud Assurance Manager (CAM)

 

Company Profile:

 

Ellucian, an enterprise SaaS/Cloud Technology company disrupting the Higher Ed community as the largest provider of ERP systems, and cloud services market. We are exclusively focused on serving Higher Education; providing flexible & scalable hybrid cloud solutions that help colleges and universities improve & enrich the education experience by providing a fresh, modern, and more connected experience for both student & faculty. Our solutions are all Cloud-ready, all tied together with a first-of-its-kind data model and technology platform.

 

The Cloud Assurance Manager role is a critical role within the Cloud Business Unit, interfacing directly with our customer(s) to ensure quality, compliance and adherence to best practices to deliver a best in class experience. In this role, you will be a key point of contact within the Ellucian customer experience team, responsible for overall delivery, and strategic planning (road mapping) for your assigned customers.  As the primary influencer of the customer relationship, you will need to communicate professionally, growing each customer’s confidence in the Ellucian service delivery as they move from on premise technical delivery to Cloud based maturity.

 

Responsible for being the customer advocate, know and adhere to the following detail about their customers:

  • Contract dates, contract scope, registration cycles
  • Understand your primary contacts - their strengths, weaknesses and preferences
  • Coordination and implementation of changes to services
  • Analyse technical standards audit and coordinate remediation
  • Application compatibility matrix review and prerequisite check

 

Be aware of

  • All technical solutions in their customer environments, how they work at a conceptual level
  • Integrations their customers have
  • Open product support tickets
  • Customer organizational structure; including related roles & responsibilities
  • Cloud ITSM practices

 

Acts as the owner of the following within assigned customer relationships:

  • Delivery of status of any/all Ellucian projects for customer
  • Internal communications with project and professional services teams
  • Incident summary reports and root cause analysis for customers in portfolio
  • Tactical and technical execution of the annual plan
  • Status, schedule and coordination for all planned work
  • Customer escalations
  • Creation and ownership of all tickets for planned work

 

Manage priorities across multiple customers and take on responsibility for coordinating the service delivery of assigned customers:

  • Attainment of SLA’s
  • Meeting responsiveness targets for planned and unplanned work
  • Participate in sales to delivery calls and transition meetings prior to go-live
  • Completing scheduled work on time
  • Attendance on daily team meetings to ensure quality and prioritization

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