AWS Service Manager

Job Purpose: The AWS Cloud Service Operations Manager leads secure, reliable, and customer-focused AWS Cloud Support and Operations across BluNova. The role oversees cloud operations, service management, major incident management, operational governance, and service delivery, ensuring SLA compliance and continuous improvement. The incumbent provides technical leadership across AWS technologies, manages production support, vendors and stakeholders, and serves as the escalation point for major incidents. The role also leads and develops a high-performing Cloud Support team while driving automation, operational excellence, customer centricity, and ITIL best practices. Key Responsibilities: Strategic Planning Operations Management Develop and execute the AWS Cloud Support Operations strategy aligned with BluNova's business objectives. Lead the day-to-day operation of the AWS Cloud Support function, ensuring the availability, performance, and reliability of AWS-hosted services. Ensure service delivery meets agreed SLAs, OLAs, and operational KPIs while driving continuous service improvement. Lead Major Incident and Problem Management, including service restoration, Root Cause Analysis (RCA), and preventative actions. Provide technical oversight of AWS cloud services and ensure operational readiness for production releases and deployments. Manage cloud operational performance, capacity planning, service resilience, and cost optimisation. Drive automation, operational excellence, and the adoption of ITIL best practices to improve service delivery and customer experience. Collaborate with Product, Engineering, DevOps, Security, and Delivery teams to support successful project delivery and production stability. Develop and maintain operational standards, governance, and support documentation to ensure consistent service delivery. Lead, mentor, and develop the Cloud Support team, fostering a culture of accountability, customer focus, innovation, and continuous improvement. Compliance Reporting Ensure compliance with internal governance, ITIL best practices, security standards, and applicable regulatory requirements across AWS Cloud Operations. Monitor and report on operational performance, including SLA compliance, service availability, incident trends, customer satisfaction, and key operational KPIs. Prepare and present operational dashboards and executive reports, providing actionable insights and recommendations to drive service improvements. Conduct operational risk assessments, ensure corrective actions are implemented, and maintain compliance with audit, security, and change management requirements. Track and report on major incidents, Root Cause Analysis (RCA), problem management activities, and continuous service improvement initiatives to ensure operational excellence. Stakeholder Management Build and maintain strong relationships with business stakeholders, customers, AWS, and third-party service providers to ensure the effective delivery of cloud services. Act as the primary operational escalation point for service-related issues, ensuring clear, timely, and professional communication during major incidents and service disruptions. Collaborate with Product, Engineering, DevOps, Security, and Delivery teams to align cloud operations with business priorities and support successful project delivery. Lead regular service review meetings with internal and external stakeholders, presenting operational performance, SLA achievement, incident trends, and continuous improvement initiatives. Partner with vendors and managed service providers to ensure contractual obligations, service levels, and operational performance are consistently achieved. Foster a collaborative, customer-focused culture by promoting transparency, accountability, and effective communication across all stakeholder groups. Collaboration with Internal Teams Build and maintain strong relationships with business stakeholders, customers, AWS, and third-party service providers to ensure the successful delivery of cloud services and operational excellence. Act as the primary operational escalation point for major incidents, providing clear, timely, and professional communication to customers and executive stakeholders. Collaborate with Product, Engineering, DevOps, Security, and Delivery teams to align cloud operations with business objectives and support successful project delivery. Lead regular service review meetings, presenting operational performance, SLA compliance, service improvements, and recommendations to internal and external stakeholders. Manage vendor performance and service delivery, ensuring contractual obligations, service levels, and customer expectations are consistently achieved. Foster a collaborative, customer-centric culture by promoting transparency, accountability, and effective communication across all stakeholder groups. Personnel Management Lead, mentor, and develop a high-performing AWS Cloud Support team, fostering a culture of accountability, collaboration, customer service excellence, and continuous improvement. Manage the recruitment, onboarding, performance management, coaching, and career development of team members to ensure the team has the skills required to support BluNova's cloud services. Establish clear performance objectives, monitor individual and team performance against agreed KPIs, and provide regular feedback to drive high levels of engagement and service delivery. Identify skills gaps and implement training, certification, and succession planning initiatives to build technical capability across AWS Cloud technologies and ITIL service management. Promote a positive, inclusive, and high-performance culture that encourages innovation, knowledge sharing, collaboration, and continuous learning. Ensure appropriate resource planning and workforce allocation to effectively support operational demands, project delivery, and business growth. Leadership Provide strategic leadership and direction for the AWS Cloud Support Operations function, ensuring alignment with BluNova's business objectives and technology strategy. Lead by example, fostering a high-performance culture built on accountability, collaboration, customer service excellence, innovation, and continuous improvement. Drive operational excellence by championing ITIL best practices, cloud governance, automation, and continuous service improvement initiatives. Empower and develop team members through coaching, mentoring, and knowledge sharing, creating a resilient and technically capable cloud operations team Make informed, data-driven decisions to effectively manage operational risks, resolve complex service challenges, and improve business outcomes. Build strong cross-functional partnerships and influence stakeholders to deliver reliable, secure, and customer-centric cloud services while supporting organisational growth and transformation. Self-Management Demonstrate accountability, professionalism, and sound judgement by effectively managing priorities, meeting deadlines, and delivering high-quality outcomes in a fast-paced operational environment. Maintain and enhance professional knowledge by keeping abreast of AWS technologies, cloud industry trends, ITIL best practices, and emerging operational methodologies through continuous learning and certification. Promote BluNova's values by demonstrating integrity, resilience, adaptability, and a commitment to operational excellence, continuous improvement, and exceptional customer service. Competencies: Functiomal Competencies AWS Technologies, Lambda API Gateway, CloudWatch EventBridge, DynamoDB IAM, CloudFormation Cost Explorer, Systems Manager Secrets Manager, AWS CLI Technical, REST APIs JSON, CI/CD Pipelines GitHub, Terraform (preferred) Docker (preferred) Kubernetes (desirable) Experience Qualification: Academic Qualifications Bachelor's degree in information technology, Computer Science, Information Systems, Engineering, or a related field. AWS Certified Solutions Architect – Associate or Professional (Required) AWS Certified SysOps Administrator – Associate (Preferred) ITIL v4 Foundation (Required) ITIL Managing Professional or ITIL Strategic Leader (Advantageous) Project Management certification (PMP, PRINCE2 Practitioner or equivalent) (Advantageous) Minimum Experience Minimum 8–10 years' experience in IT Service Management, Cloud Operations, or Infrastructure Support. Minimum 5 years' experience managing AWS Cloud environments in a production or managed services environment. Minimum 5 years' experience leading technical support, cloud operations, or service delivery teams. Proven experience managing Major Incidents, Problem Management, Change Management, and Service Delivery in accordance with ITIL best practices. Demonstrated experience managing customer-facing operational services, service level agreements (SLAs), and vendor relationships. Experience with AWS services including Lambda, API Gateway, CloudWatch, IAM, S3, DynamoDB, EventBridge, ECS/EC2, CloudFormation, Systems Manager, and Secrets Manager. Experience implementing cloud monitoring, operational governance, security, automation, and continuous service improvement initiatives. Proven ability to engage with executive stakeholders, manage cross-functional teams, and deliver high levels of customer satisfaction within a fast-paced technology environment. Proven record in Risk, Governance and Compliance (internal regulatory), and analysis of performance trends and an ability to articulate the insights gained to business stakeholders.