Job Description
The Cloud Service Manager plays a pivotal role at CPESG EHS & ESG, serving as the link between technical and non-technical teams on ITSM topics. This position works closely with Professional Services (Project Managers, Consultants), Customers Support, and GBS IPM teams.

Responsibilities

• Business Transformation Liaison: Act as an interface between the IT Service Management (ITSM) and Cloud Ops teams to support business transformation. This includes organizing training, gathering input from the Cloud Ops team, enhancing tools, and sharing documentation.
• Cloud Services: Provide guidance, support, or take the lead in resolving Cloud Service incidents, minimizing operational disruptions.
• SOC2 and Security: Work closely with the Cloud Ops Managers to ensure the timely implementation of robust security practices and SOC 2 compliance. Responsibilities include collecting evidence, scheduling annual and quarterly compliance checks, and ensuring completion of control checks.
• Capacity and Planning Management: Oversee the scheduling of deployments, including new site installations and site migrations (e.g., from private to public or upgrades).
• Liaison for Cloud Implementation: Serve as the point of contact between Support and Professional Services during cloud implementations, including kick-offs and cutover plan meetings.
• SAFe Implementation Support: Act as the support lead for the cloud team in implementing the SAFe methodology, particularly when no existing framework is in place within the team.
• Facilitate Continuous Improvement: Lead retrospectives and lessons learned on rework and failed site installations to drive continuous improvement within the Cloud Ops team.
• Operational Level Agreements (OLAs): Understand and ensure adherence to OLAs, setting clear expectations for service delivery across internal teams.
• Interdepartmental Collaboration: Serve as a liaison between Customer Success, Project Managers, Support, Cloud Operations, and R&D teams, facilitating communication and collaboration on service management during transitions.
• Communication: Act as the primary point of contact for other process owners, ensuring effective communication and alignment of incident management activities.
• NPS Improvement: Contribute to improving our Net Promoter Score (NPS) by ensuring cases are addressed and resolved promptly.

Requirements

• Bachelor’s degree in a relevant field (e.g., Business, IT Service Management) or equivalent work experience.
• Typically, 3+ years of experience in roles related to service management or IT service delivery within the IT/Software industry.
• Prior experience and a strong background in Operational Risk Management (ORM) and Environmental Health and Safety (EHS) are preferred.
• Experience working in a global environment with an appreciation of cultural, regulatory, and operational differences across geographies.
• High-energy, highly engaging style with a pragmatic, can-do attitude that inspires others to achieve aggressive targets.
• Ability to balance multiple priorities, identifying and focusing on the most value-added work with high quality deliverables.
• Strong professional presence; able to articulate a value proposition and secure buy-in and support from key stakeholders.
• Strong written and verbal communication skills (in English).
• Demonstrates initiative and drive; self-motivated, organized, and detail-oriented; creative and analytical.
• Capable of working independently; demonstrates sound judgment; understands how to manage information and ensure alignment effectively.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process

• Business Transformation Liaison: Act as an interface between the IT Service Management (ITSM) and Cloud Ops teams to support business transformation. This includes organizing training, gathering input from the Cloud Ops team, enhancing tools, and sharing documentation.
• Cloud Services: Provide guidance, support, or take the lead in resolving Cloud Service incidents, minimizing operational disruptions.
• SOC2 and Security: Work closely with the Cloud Ops Managers to ensure the timely implementation of robust security practices and SOC 2 compliance. Responsibilities include collecting evidence, scheduling annual and quarterly compliance checks, and ensuring completion of control checks.
• Capacity and Planning Management: Oversee the scheduling of deployments, including new site installations and site migrations (e.g., from private to public or upgrades).
• Liaison for Cloud Implementation: Serve as the point of contact between Support and Professional Services during cloud implementations, including kick-offs and cutover plan meetings.
• SAFe Implementation Support: Act as the support lead for the cloud team in implementing the SAFe methodology, particularly when no existing framework is in place within the team.
• Facilitate Continuous Improvement: Lead retrospectives and lessons learned on rework and failed site installations to drive continuous improvement within the Cloud Ops team.
• Operational Level Agreements (OLAs): Understand and ensure adherence to OLAs, setting clear expectations for service delivery across internal teams.
• Interdepartmental Collaboration: Serve as a liaison between Customer Success, Project Managers, Support, Cloud Operations, and R&D teams, facilitating communication and collaboration on service management during transitions.
• Communication: Act as the primary point of contact for other process owners, ensuring effective communication and alignment of incident management activities.
• NPS Improvement: Contribute to improving our Net Promoter Score (NPS) by ensuring cases are addressed and resolved promptly