Amazon Infrastructure Service Manager TIPM Corporate Services 

United States, Texas, Austin 

878813024

Key job responsibilities
What will you do
As the Infrastructure Service Manager for the core services (compute, power, accessories) in Corporate Infrastructure Services, you will help define the service health KPIs with the service owner and establish the mechanisms to measure, monitor and alert on deviations from the agreed targets. You will drive accountability for performance, quality and availability for the service with the owner through regular (MBR/QBR) service reviews, escalating when necessary. Identify and align the service owner to SLAs/KPIs, service targets, while measuring through scorecards, and aligning roles and responsibilities through service owners and operators. You will in partnership with the service owner identify, prioritize and track strategic programs (service improvement / risk reduction / service evolution), setting the organization up for future growth while driving continuous improvements in our operating model. You will act as a point of escalation for senior leaders to share feedback that drives service change. This role is transformational, playing the key role in maturing and improving the infrastructure services our customers rely on worldwide. You will drive a commitment to quality within the service organization and ours, ensuring the processes deliver the intended outcomes the first time. As part of this role, you will support our strategic supplier and operational relationships, helping remove friction from the operations of the service. You will establish the guardrails for changes to services and new services moving into production. You will drive MBRs with your service partners to measure KPI’s and oversee Service Improvement Plans (SIPs) as required once the service management framework is established. You will drive accountability and service improvement for the core service. This role’s scope is global across all Amazon corporate infrastructure.

• 7+ years’ experience with ITL V3/4 or Service Management best practices
• 7+ years’ experience in program or project management at global scale with cross-functional teams
• 3+ years’ experience working with data center or corporate infrastructure and / or operations
• Fundamental understanding of IT Infrastructure (networking, systems, services + power, compute)
• Bachelor degree in a Computer Science, Information Technology Management or equivalent professional experience
• The ability to work independently and self-motivate in a fast-paced and rapidly changing environment
• Experience implementing ITSM processes and tools
• Perform IT Optimization assessments and process improvements aligned to best practices and ITIL
• Experience driving service improvements using data and metrics to drive improvements
• Excellent written and verbal communication skills

• Experience implementation and ITIL processes across an Enterprise IT team
• PMP Certification or equivalent
• Process improvement skills (Lean, Kaizen, Gemba)
• Experience with ServiceNow and analytic tools such as Quicksight and Tableau
• Root cause analysis and complex problem-solving skills
• A passion for delivering results and building trust with internal and external stakeholders.
• Experience prioritizing demands, scoping large efforts and negotiating timelines.