Core Responsibilities

Operating Model & Governance

• Provide inputs, assist in design, development and implement cloud system & service SLAs and OLA across SCBX Group and Cloud COE. Ensuring smooth provisioning of the services, manage standards to SCBX Subsidiaries.
• Also confirming the CSPs arrangements, across the SCBX Group and teams are aligned to Cloud COE service management standards.
• Collaborate with internal and external stakeholders on matters related to Cloud Services to facilitate flow of information, alignment and build awareness.

Cloud Service Framework

• Design, develop, review, refine and continuously monitor Key Cloud service delivery Models and standards to ensure quality SLA based service from the key cloud service providers to all SCBX Group.
• Monitor compliance with the standard IT service delivery framework, policies, and procedures to ensure full compliance across the CSPs and respective SCBX Subsidiaries.
• Develop mechanisms (reports, meetings and forums) standards for Service Level communication to all the relevant SCBX Subsidiaries.
• Development of integrated Service Levels (Service Availability and Support SLAs) based on the integrated technology architecture.

Cloud Service Management & Delivery

• Define Service Levels for all cloud service providers, devise mechanism and integration points for Service management tools and systems.
• Ensure development of roadmap for improvement and introduction of the SLAs and OLA within the business for all cloud providers
• Identify any gaps in the existing Cloud Service Providers and then organize to negotiate the aligned Service Levels for cloud Services.
• For SCBX Group's critical issue, liaise with IT peers across SCBX Group to provide support and guidance on IT service delivery issues and to assist in building capabilities.

Performance Monitoring and Improvements

• Design, implement and manage KPI reporting to measure the quality and effectiveness of SCBX Group ‘s Cloud Service Providers.
• Implement Service Availability Model for support to SCBX Group IT Service decision support system.
• Identify and lead service improvement initiatives to enhance IT service delivery performance and efficiencies and implement cost reductions.
• Recommend the services of external service providers to support SCBX Group in sourcing and appointing appropriate IT services and support.
• Define service level agreements for all contracted external IT service providers and monitor the implementation to ensure alignment with SCBX Group’s set standards and expectations.
• Facilitate performance reviews of all external service providers and suppliers of IT services and goods to SCBX Group to ensure performance is in line with business requirements, and identified issues are addressed.

Reporting

• Develop all related reports and statements in a comprehensive, accurate and timely manner, and meet business and functional requirements and standards.
• Reporting must be done at multiple stakeholder levels.
• To Technical SCBX Group IT teams and business teams
• Executive Level reports to be part of the monthly business review of the cloud service performance.

Experience Requirements

The Cloud Service Manager would be a bachelor's degree in information technology, Computer Science, Computer Engineering, or a related specialization with ITIL Certification in Service Delivery and Service Operations is required with at least 8 to 10 years’ experience in Service Management with the last 5 years in Cloud technology or Cloud based Service Management. Experience within trending CSP e.g. Azure, AWS, GCP.

The incumbent would be a self-motivated, excellent communicator, strong negotiator with experience in Cloud architecture, service delivery, contract management, analytical thinking, decision making and presentation skills.