Focused on building client relationships while overseeing concurrent projects related to Cloud on-boarding of managed services keeping within scope, time, and budget constraints.• Led a team of remote engineers in on-boarding clients onto the Amazon Managed Services (AMS) platform, ensuring successful project completion within scope and budget. Achieved reduction in project timelines through effective delegation and Agile methodology utilization.• Skilled in the management of organizing, storing, and securing large volumes of data in cloud environments, employing best practices for data governance, backup, and retrieval, ensuring data integrity and accessibility for informed decision-making and analytics.• Managed all project aspects with a strong focus on cost control. Conducted regular stakeholder meetings, ensuring alignment with project goals, and adjusting as necessary, leading to an improvement in project synergy.• Adept at developing comprehensive run books and documentation for cloud-based systems, enabling efficient troubleshooting, maintenance, and operational processes, resulting in enhanced system reliability and performance.• Proven ability to effectively monitor and manage budgets, track expenditures, and allocate resources for cloud-based projects, ensuring optimal utilization of financial resources while adhering to project timelines and objectives.• Acted as the primary point of contact for managed service clients, ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Achieved high client satisfaction rate through regular business reviews and proactive issue resolution.• Collaborated with internal teams and subcontractors, managing SOW Managed Services projects. Implemented KPI reporting and portfolio status updates, enhancing transparency and communication efficiency, resulting in an improvement in project visibility.

Customer-facing voice for enterprise and public sector cloud customers. Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions while enhancing the customers’ business objectives.• Currently supporting a book of business with value of $3.5M.• Management of SOW Managed Services projects such as time tracking, deliverables, weekly standup touchpoints, scope control and conflict resolution. • Oversight of subcontractors and company resources supporting customer projects.• Leading initiatives to gather strategic information regarding customer needs, goals and working with Sales on Business Development Efforts. • Prepare and deliver enterprise level strategic information and reporting as requested such as QBRs to customers. • Create internal KPI reporting and portfolio status updates.• Responsible for overall customer satisfaction.• Works with customers on maintaining technical roadmaps, initiatives, and long-term planning.• Oversee management of customer environments utilizing best practices.• Actively share knowledge or feedback in global/cross functional forums.• Influence a positive, solutions-based, and results-driven collaborative culture within aligned teams.

Responsible for the customer experience and liaising between client and Rackspace internal teams to ensure all technical, system administration, billing and specialist support needs are met. • Supporting a book of business with a value of $7.8M.• Partner with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow clients’ footprint.• Serve as customer expert to represent customer needs internally, while managing expectations externally and balancing profitability. • Responsible for contract tracking/renewals, SOWs work efforts, order processing and ensuring invoicing accuracy. • Serve as a single point of contact between client, business units, service delivery and operations.• Coordinate Quarterly Business Reviews with client delivering SLA’s, KPI’s, and relevant metrics.

Oversee team of five to provide a uniform client experience across the organization while partnering with clients as their trusted advisor. • Lead team of Service Delivery Managers, oversee SOW scheduling and assessment reviews and create timelines for project success.• Responsible for identifying continuous improvement opportunities and cost reductions.• Ensure consistently high service performance and evaluates customer feedback to develop quality improvement processes.

• Primary contact for client relationship which includes weekly and quarterly account reviews.• Implementing the project plan- progress is tracked, monitored, and communicated to stakeholders and all relevant teams.• Effectively manage multiple projects while keeping projects to scope, on budget and addressing risks.• Ensure that priorities are aligned throughout the life of the project so that deliverables support business goals.• Present environment metrics to client’s Executive team.• Research, write, and deliver root cause analysis documents.