Service Delivery Manager - Cloud Services

Clario is a 50+ year old company that delivers industry leading clinical trial endpoint technology solutions. The future of clinical trials is vibrant, with new technologies revolutionizing what’s possible. From new trial modes to faster and integrated evidence and findings, our innovative clinical trial solutions mean we can unlock better evidence.

We are in search of a Service Delievery Manager - Cloud Services to drive and manage Cloud Services for Clario globally including AWS, Azure, Oracle Cloud. This role will work closely with Managed Services Provider (MSP) and Clario Internal teams to support the Cloud function.

What you'll do

• Manage the overall IT Cloud Operations function including managing Cloud MSP (Managed Services provider), SLA/KPI management, vendor management, budget management, Cloud projects, Cloud Audits, Cloud security, Cloud Automation, Cloud deployments and provide support to business & applications that are hosted in Cloud.

• Establish multi cloud service support process and practice, including review and analysis of current cloud operational support processes and mapping to a future state for cloud systems support operating model; implement cloud systems support process and procedures in a multi-cloud environment.

• Implement or guide implementation of technology solutions for the operation ensuring consistency with overall technology standards, strategy, and operational requirements.

• Work effectively with stakeholders and senior leadership to manage to acceptable outcomes in line with IT cloud SOP process and procedures; record new SOP support procedures and collaborate with various teams including IT, Security, R&D, Enterprise architecture team for support, alignment, and adoption in both onshore and offshore support model

• Develop, identify, and document operational processes and procedures; assist with runbook implementations where there are gaps

• Responsible for the evaluation of technical risks and map out mitigation strategies

• Build and maintain a productive partnership with the MSP account team and team members.

• Meet daily/weekly with MSP on Network performance, ticket backlog and service improvement opportunities.

• Create Cloud health dashboard and review it with the leadership & Cloud stakeholders.

• Lead and provide technical support to junior members in the Cloud Operations team

• Review and approve Cloud Infrastructure changes.

• Lead and execute Cloud projects to closure.

• Manage the Cloud budget, invoices & spend including Cloud cost reporting and chargeback process, Reserve Instance & Savings plan implementation.

• Develop new specs, documentation; and partake in the development of technical procedures and user support guides.

• Evaluate cloud applications, hardware, and software at regular intervals

• Develop and organize cloud systems and work closely with IT security to monitor the company’s cloud privacy and compliance

• Work on Cloud roadmap including Cloud migration & transformation and lead the migration efforts. Participate on Data Center exit project and create on-prem vs Cloud cost comparison

• Lead disaster recovery drills for Cloud hosted applications.

• Enable Cloud Security, work closely with Information security group to enhance Cloud security and implement required Cloud security tools and guardrails.

• Participate in Audit exercise (ISO27001, SOX, HIPAA) and enable controls per business requirements.

• Develop Cloud Architecture standards, guidelines, design patterns and lead new technology evaluation and deployment process.

• Develop Automation and Infrastructure as a Code Practice for Cloud Deployments

What we Look for

• BS degree required; Computer Science, Math or Engineering degree with technical background highly desired; Advanced Degree or Cloud certifications

• Professional level certificate in AWS, Azure and other cloud platforms

• 10+ years of IT experience in Cloud technologies including AWS/Azure/OCI, Virtualization, DevOps/Automation

• Must have hands-on experience in:

• Cloud Infrastructure Management & Operations

• Cloud Migrations from on-prem to Cloud and from one Cloud to another Cloud

• Automation & DevOps and Infrastructure-as-a-code

• Cloud Network, Storage, Virtualization, Containers, Micro-services, Backup, Database, Firewalls, Security, account & platform management, Cloud Cost Management)

• Must