Senior Customer Delivery Manager (CDM) – Global Enterprise Services (GES)
As a Senior Customer Delivery Manager (CDM) in GES, you are the customer’s single point of contact from contract signature through production deployment. You own the onboarding execution—translating what was sold into what gets delivered, on time, with the customer fully operational. CDMs coordinate across Product, Engineering, Operations, Field Support, Customer Delivery Engineers, system integrators, and customer IT teams to deliver predictable deployment outcomes. This is not a sales role; you are the execution owner who builds lasting customer relationships through transparent communication and reliable delivery.
Key Job Responsibilities
- Develop and execute project‑specific onboarding plans mapping contract deliverables, timelines, resource requirements, success criteria, and risk mitigation strategies.
- Coordinate and lead Customer Onboarding Kickoff Meetings with Business Development, Solutions Architecture, and customer stakeholders—establishing workstream owners, timelines, and reporting cadence.
- Orchestrate cross‑functional execution across Product, Engineering, Operations, contract processing, Customer Delivery Engineers, Field Support Providers, system integrators, and customer IT teams.
- Track deployment progress and velocity across multiple concurrent customer engagements; surface blockers early and drive resolution through escalation.
- Provide structured customer communication (weekly/bi‑weekly status reports) and manage expectations through transparency.
- Coordinate workstream execution including Assisted Ordering, Leo Console setup, Network Integration, site activation, and acceptance testing.
- Create and deliver Project Closeout Packages for handoff to post‑deployment support teams; conduct post‑activation reviews and establish baseline KPIs.
- Mentor junior CDMs on deployment methodology, stakeholder management, and operational rigor.
- Contribute to the development of standardized onboarding playbooks, templates, and process improvements.
- Identify patterns across engagements to improve onboarding velocity and reduce time‑to‑first‑invoice.
Qualifications
- Speak, write, and read fluently in French.
- Speak, write, and read fluently in English.
- Bachelor’s degree in Computer Science, Engineering, a related field, or equivalent experience.
- Experience in enterprise IT, either as a vendor, consultant or having prior experience working with or managing technical programs.
- Hands‑on infrastructure, troubleshooting, systems administration, networking, DevOps or applications development experience.
- Experience leading cross‑functional teams to deliver products and projects on tight deadlines.
- Experience managing multiple projects and priorities across teams in a fast‑paced, deadline‑driven environment.
- Experience with customer relationship management, especially C‑suite level customer engagement.
- Experience with operational troubleshooting across two or more of: networking, back‑office integration, wireless telecommunications (satellite or cellular), cloud integration, field support management.
- Experience in process improvement.
- Project management certification (e.g., APM, CSM, PMI‑ACP, PRINCE2).
- Experience building launch readiness frameworks, standard work, playbooks, and scalable deployment mechanisms across multiple concurrent sites.
- Experience with AWS services or other cloud offerings.
- Additional language capability: German, Italian, Spanish, Portuguese, Arabic, or Russian.
- Experience in satellite, telecommunications, or connectivity infrastructure deployment within European markets.
- Experience with European telecom operators, broadcast media, or energy sector customers.
- Familiarity with multi‑country regulatory environments (telecom licensing, GDPR, data residency).
- Familiarity with SD‑WAN, network integration, telecom backhaul, or RF optimization.
Additional Information
Note: This position may require access to export‑controlled information (ECI) subject to EAR and ITAR. Final employment decision is contingent upon satisfactory completion of export control screenings and obtaining any necessary export licenses or approvals, based on nationality, citizenship, and other factors considered by applicable export control regulations.
Amazon is an equal‑opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.
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