Delivery Manager - Managed Cloud Services


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Overview


As the situation surrounding the coronavirus disease 2019 (COVID-19) continues to evolve, Esri is supporting our users and the community at large with software, services, and materials that are helping people understand, manage, and communicate the impact of the outbreak. Visit our COVID-19 Maps, Resources, and Insights page to see some of the things we are doing.

Manage the overall delivery of managed cloud services engagements to our customers. You will onboard a wide range of domestic and international customers as well as support ongoing operations. You will act as the liaison between the end customer (external customer or internal project team) and managed cloud services technical staff and management. This is a fast-paced, highly-collaborative role where you will be interacting with a variety of internal teams to support our customers.

Responsibilities


  • Partner with key internal stakeholders to ensure that the operation of services follows established processes and procedures and meets customer service level agreement (SLA) requirements
  • Support the development and review of proposals for projects within the division that may require a managed cloud services environment
  • Maintain and provide suggestions for continuous improvement of operational processes
  • Assist with maintaining change management process by coordinating changes to staging and production environments
  • Provide timely communication with customers about planned changes and work with technical resources to schedule, deploy, and test changes
  • Build and maintain strong relationships with managed cloud services end customers
  • Validate that all inputs for changes (e.g., documentation and artifacts) and implementation tasks are fully vetted in advance of technical execution
  • Coordinate with appropriate internal teams to immediately address and resolve any issues that may arise with managed services projects, including those pertaining to hosting infrastructure, application and data, and changes to the hosting environment
  • Support delivery of the FedRAMP and SOC2 program, including:
    • Educate internal and external stakeholders on the framework and process
    • Set appropriate and realistic timelines for the deployment schedule and related tasks
    • Assist in managing execution of processes and procedures

Requirements


  • 2+ years of experience supporting a managed services, hosting, IT, or technical support business operation (3+ years preferred)
  • Ability to effectively prioritize and coordinate multiple accounts, deployments, and activities
  • Ability to develop strong, productive relationships with colleagues, customers, and management to meet targeted objectives
  • Proactive, self-motivated, and team-oriented
  • Exceptional interpersonal, written and verbal communication, and presentation skills
  • Bachelor’s in business, GIS, information technology, or related field

Recommended Qualifications


  • Professional experience with ArcGIS Enterprise, ArcGIS Pro, or ArcGIS Online
  • Experience with tools such as Salesforce, Microsoft Teams, Kimble, or other business management/reporting systems
  • US citizenship and ability and willingness to obtain a security clearance

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

 

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.

 

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

 

If you need a reasonable accommodation for any part of the employment process, please email humanresources@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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