Job Description

- 7+ years of experience in running large scale, enterprise-level service delivery of critical workloads with a strong emphasis on business conversations, account management, or technical program management
- Strong verbal and written communication skills with ability to influence senior technical stakeholders
- Understanding of incident management, problem resolution processes, IT Operations, and Observability
- Proven ability to make high-judgment technical decisions in complex environments
- Experience leading cross-functional teams with a mix of technical, business, and operational roles


The Role: As a Sr. Cloud Operations Delivery Manager , you will serve as a designated operational delivery manager for our enterprise customers needing a premium unified operations and support experience from AWS for their most critical workloads. You will be responsible for building and executing enablement plans in conjunction with the Cloud Operations Architect (a.k.a. Technical Account Manager, COA/TAM) for services such as Incident Detection and Recovery (IDR), Countdown Premium (CDP) and AWS Managed Services. You will orchestrate resources from across Global Services and managing the delivery of multiple services and resources to our customers. This role requires a strategic thinker with strong leadership skills.
Key job responsibilities
Act as the single-threaded leader for a unified operations delivery, including onboarding workloads with stringent uptime requirements, making high-judgment technical decisions that directly impact business continuity, and reporting operational resilience and readiness to key stakeholders. Communicate directly with customer leadership regarding progress, blockers, and operational integrity Partner with Account COAs/TAMs to build and execute customer-specific enablement plans, orchestrating capabilities across multiple technical domains aligned with customer outcomes Orchestrate collaboration between Global Services resources and customer stakeholders to drive best practice adoption Monitor and analyse key metrics to identify areas for continued customer improvement. Implement integrated incident management with AWS-monitored infrastructure and pre-agreed runbooks Drive actions from TAM/COA-led reviews of architectural, observability, resilience, and problem management gaps for their most critical workloads Collaborate with technical specialists to drive technical guidance across multiple domains Provide feedback to the Support and Global Services product teams and other leaders on areas for service improvements

Experience with resilience engineering, chaos engineering, and observability practices in AWS Understanding of enterprise IT operational capabilities - examples include Change, Incident Management, infrastructure management or applications management Knowledge of the AWS Well-Architected Framework and best practices AWS or other public cloud certifications Background in regulated industries


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