Mô tả công việc
Role Overview
Serve as the customer-facing delivery and governance lead for Google Engineer business engagements. Connect technical teams, customers, partners, and leadership so that cloud and AI services are delivered against clear outcomes, service levels, risks, and improvement commitments.
Position Objective
Own the engagement rhythm around Google-oriented engineering services: understand customer objectives, coordinate delivery across technical teams, manage service performance, and ensure that issues, risks, dependencies, and decisions receive timely attention. The role is not expected to replace the solution architect or engineering lead; it ensures that technical delivery is aligned, visible, and accountable.
Key Responsibilities
- Act as a trusted point of contact for assigned customers and Google-aligned technical stakeholders.
- Understand business priorities, service expectations, delivery milestones, and success measures for cloud and AI engineering engagements.
- Facilitate operational reviews, steering meetings, service governance forums, and executive stakeholder discussions.
- Translate customer concerns into clear actions for solution architects, AI engineers, cloud engineers, and support teams.
- Define, monitor, and report service-level agreements, KPIs, engineering delivery metrics, quality indicators, and customer commitments.
- Coordinate delivery plans, dependencies, milestones, change requests, acceptance criteria, and operational handover.
- Maintain accurate dashboards and executive reporting covering progress, service health, risks, issues, actions, and decisions.
- Drive accountability across distributed NTT DATA teams, customers, technology partners, and vendors.
- Coordinate major incident communications, escalation paths, customer updates, post-incident reviews, and remediation tracking.
- Identify risks related to reliability, security, capacity, scope, dependencies, access, compliance, and delivery readiness.
- Ensure that corrective and preventive actions have owners, due dates, evidence, and clear closure criteria.
- Support transition, release, change, and service-readiness activities for Google Cloud and AI workloads.
- Coordinate with Google Cloud specialists, technology partners, vendors, and customer engineering organizations when required by the engagement.
- Track partner performance and contractual obligations without compromising customer service or delivery transparency.
- Identify improvements in governance, operating procedures, automation, reporting, service quality, and customer experience.
- Promote practical adoption of ITIL, Agile delivery, cloud operating models, and disciplined documentation.
Essential Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or a related discipline.
- At least 5 years of experience in technical account management, service delivery management, technical engagement management, program coordination, or a comparable customer-facing technology role.
- Proven experience managing SLAs, KPIs, operational reporting, service governance, escalations, and improvement plans.
- Experience coordinating cloud, infrastructure, application, data, AI, or managed-service delivery across multiple technical teams.
- Working understanding of Google Cloud delivery concepts, including cloud operations, AI/ML platforms, reliability, security, and production support.
- Strong stakeholder management, facilitation, written communication, presentation, analytical, and problem-solving skills.
- Ability to work with international teams and communicate professionally in English with customers and technical stakeholders.
- Ability to manage multiple priorities, maintain accurate action tracking, and elevate issues with evidence and recommended next steps.
Preferred Qualifications
- ITIL Foundation or higher, PMP, PRINCE2, Scrum, Agile, or comparable certification.
- Google Cloud certification or practical experience with Google Cloud managed services and AI delivery programs.
- Experience with ServiceNow, Jira, Confluence, BMC Remedy, or comparable service and delivery management platforms.
- Experience supporting APAC clients or multinational organizations; English language proficiency is highly desirable.
- Experience with managed services, cloud migration, AI transformation, or enterprise platform modernization.
Success Measures
- SLA, KPI, milestone, and reporting commitments are tracked accurately and escalated early when at risk.
- Customer issues and major incidents receive timely communication, coordinated resolution, and documented preventive action.
- Risks, dependencies, and decisions remain visible with accountable owners and evidence-based status.
- Customer satisfaction and service quality improve through measurable governance and continuous-improvement initiatives.