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Manager, Managed Cloud Services Gestionnaire, Services Infonuagiques Gérés
5 hours ago
Esri Canada has an exceptional opportunity for a Manager, Managed Cloud Services (MCS) to join our team to deliver Esri products as a managed service across Canada. In this exciting position, you will play a key role in establishing, leading and growing Esri Canada's MCS offering. You will work closely with our Professional Services team, IT team, Customer Support team and Sales team to define services offerings, promote the services, help close new MCS business, define and optimize internal processes and manage client relationships. You will also help build and oversee the day-to-day operations of the MCS team, ensuring quality, efficiency, and compliance of all cloud services engagements. The Manager, MCS position requires supervisory experience combined with outstanding leadership, communication, presentation, customer service, analytical and project management skills. Individuals must possess excellent business and financial savvy and should have experience with resource allocation and profit & loss management. The individual should also have demonstrated experience in defining, automating and optimizing processes for the deployment, operations and management of MCS infrastructure. **Responsibilities include**: - Work with other business units to establish and optimize processes for MCS operations. - Assist in pre-sales initiatives, including client presentations and the development/optimization of pricing models, and creating MCS proposals. - Day to day management of the assigned MCS team to ensure the delivery of high-quality services. - Work with MCS team to monitor the Azure MCS infrastructure and customer site environments to ensure their availability, performance, and security. - Manage MCS engagements against budget, timeline, and scope. - Collaborate with the IT team to implement and maintain security measures and disaster recovery plans, ensuring data security and availability. - Work with the IT team to support compliance for cloud services. - Act as a customer and team escalation contact as required and provide management and guidance related to the resolution of customer satisfaction concerns. - Promptly respond to MCS issues identified through monitoring dashboards. - Proactively mitigate problems to maintain service continuity and prevent customer impact. - Respond and resolve support items escalated by Tech Support while adhering to customer SLA. - Collaborate with the appropriate resources where necessary to ensure timely responses to customer issues, avoiding delays in support. - Collaborate with clients to schedule software updates and patches. - Keep up to date on industry trends and competitive offerings. - Assist in the preparation and submission of annual budgets, strategic plans, monthly and annual forecasts, analysis, and expenses in conjunction with ongoing business requirements, priorities, policies, and procedures. - Collaborate with the other Esri Canada Professional Services Teams on the planning, allocation, delivery, and financial monitoring of projects in the region. - Participate in the global Esri MCS community. **Specific skill requirements**: - 10+ years in the IT consulting business or related domain experience. - 2+ years demonstrated experience managing a cloud services, sales, operations or support team. - University degree (4-year program) in Computer Science, IT, Engineering, business, or related field or equivalent business experiences. **Competencies essential for this role**: - Excellent verbal and written communication skills. - Strong interpersonal skills. - Initiative-taking, enthusiastic individual with a "can-do" attitude. - Leadership: able to motivate and coach staff and peers alike by example. - Client-driven; ability to manage both internal and external clients. - Budgeting and organizational skills. - Initiative and follow-through ability. - Strategic thinking and business acumen. - Esri Canada fosters a dynamic and inclusive work culture, the opportunity to build your skills, and the flexibility to work remotely or at any of our offices across Canada. Occasional travel to corporate offices or customer sites may be required for certain positions. We offer attractive salaries, a stable work environment, and an outstanding benefits package with ample vacation time. Esri Canada values employment equity and will provide accommodations upon request at any stage of the hiring process. Our hiring process includes background checks as a condition of employment._ - ___________________________________________ Esri Canada est à la recherche d'une gestionnaire ou d'un gestionnaire, Services infonuagiques gérés pour rejoindre notre équipe afin de fournir les produits Esri en tant que service géré à travers le Canada. Dans ce poste passionnant, vous jouerez un rôle clé dans l'établissement, la direction et la croissance de l'offre d'Esri Canada en matière de services infonuagiques gérés. Vous travaillerez en étroite collaboration avec l'équipe des service
