AWS Service Delivery Manager (Technical)

Waukesha, WI - USA

Monthly Salary: Not Disclosed

Posted on: 12 hours ago

Vacancies: 1 Vacancy

Job Summary

AWS Service Delivery Manager (Technical) - Waukesha Wisconsin

Role Overview Position: Expert Managed Operations Manager

We are seeking a skilled Expert Managed Operations Manager with hands-on expertise in Amazon Connect and low-to-mid level experience in the following areas:

AWS Control Tower Landing Zone
AWS IAM Identity Center
AWS CDK (Cloud Development Kit)

This role is responsible for providing technical leadership proactive guidance and managed services support as customers modernize and scale their AWS cloud environments.

Team Structure

The SWO Services team will include:

AWS Landing Zone Specialist
Amazon Connect Specialist

These Escalation Specialists (Level 400) will support high-level and advanced tasks. The Expert Managed Operations Manager will act as the primary customer-facing advisor coordinating work and distributing tasks between specialists as needed.

Key Responsibilities Customer Engagement & Managed Services Leadership

Serve as the primary technical point of contact for assigned customers for AWS Connect and Landing Zone managed services
Lead recurring technical reviews cloud strategy sessions and service delivery updates
Translate customer business requirements into AWS architectural recommendations (with specialist support)
Build and maintain long-term customer relationships based on trust expertise and proactive support
Coordinate workload and communication with assigned AWS specialists

Amazon Connect Responsibilities (200 300 Level)

Architect deploy and optimize Amazon Connect environments (advanced deployments handled by specialists)
Understand customer requirements and collaborate with specialists for full implementations
Design and enhance:
- Contact flows
- IVRs
- Routing profiles
- Agent experience configurations
Integrate Amazon Connect with:
- Amazon Lex
- AWS Lambda
- Kinesis
- S3
- API Gateway
- CRM platforms
Troubleshoot call quality issues configuration errors and workflow failures
Work with the customers Ramp Enterprise Support Subscription:
- Customer opens the ticket
- Candidate follows through supports the ticket end-to-end and communicates updates back to the customer
Recommend enhancements to improve efficiency reliability and customer experience

AWS Control Tower Landing Zone Responsibilities (200 300 Level)

Understand Cloud Landing Zone architecture
Enforce governance patterns including:
- Service Control Policies (SCPs)
- IAM roles
- Logging standards
Oversee:
- VPC networking
- Centralized logging
- Security baselines
- Compliance frameworks
Evaluate environments against the AWS Well-Architected Framework
Collaborate with specialists for advanced Landing Zone implementations

AWS CDK & Infrastructure as Code (IaC) (200 300 Level)

Assist customers with building and maintaining infrastructure using AWS CDK
Collaborate with specialists on complex CDK tasks
Review and optimize CDK stacks
Promote best practices for:
- Infrastructure as Code
- CI/CD pipelines
- Automated provisioning

Managed Services Delivery

Build and maintain customer-specific runbooks and escalation workflows
Conduct periodic service health checks
Provide incident triage root cause analysis and issue resolution with support from AWS specialists
Recommend continuous service improvements
Collaborate closely with engineering and cloud operations teams

Required Qualifications

Experience in a technical customer-facing role
Hands-on experience with Amazon Connect (required)
Experience with:
- AWS Control Tower Landing Zone
- AWS IAM Identity Center
- Core AWS services (preferred)
Strong understanding of AWS architecture and operational excellence
Experience troubleshooting production issues
Excellent communication presentation and documentation skills

Preferred Qualifications

AWS Certifications (e.g. AWS SysOps Administrator Amazon Connect-specific certifications)
Experience with AWS CDK (TypeScript or Python)
Proficiency with Infrastructure as Code tools:
- AWS CDK
- CloudFormation
- Terraform

Personal Attributes

Customer-first mindset with strong analytical skills
High level of English language proficiency
Ability to manage multiple customer priorities
Team-oriented and collaborative

Proactive and forward-thinking

AWS Service Delivery Manager (Technical) - Waukesha Wisconsin Role Overview Position: Expert Managed Operations Manager We are seeking a skilled Expert Managed Operations Manager with hands-on expertise in Amazon Connect and low-to-mid level experience in the following areas: AWS Control ...