Jonathan Lewis

About Jonathan Lewis

An accomplished and dedicated leader with several years of progressive, diversified…

Experience

1. Infrastructure Service Manager - Collaboration, IT Services

   Amazon

   Oct 2023 — Present · Seattle, WA, US

   The Infrastructure Service Manager measures and improves the customer experience. They understand the customer experience through feedback and escalations. They provide insights into the customer impact issues while resolving any underlying service issues. They partner with key stakeholders and service owners to align on short term goals while establishing long range service roadmaps, and identify the key metrics that verify the customer experience while also establishing recurring service reviews to drive defect reduction and accountability over customer impacting decisions. Responsibilities include-Primary contact for service-related partnerships & escalations. Works with customers to ensure clarity on future direction and priority alignment-Develops, owns, and maintains a centralized Infrastructure Service Catalog, defining what service offerings are in-scope for delivery-Leads regular Service Reviews with Leadership to ensure appropriate level of executive visibility across service strategies, projects and deliverables-Customer advocate to influence the service roadmap (functionality, experience)-Partners with teams such as Engineering, Delivery, and Operations to ensure end to end readiness when customer impacting changes occur-Partners with IT operations and the service team. Ensures the customers are receiving support and resolution (SOP’s, permissions, tools etc.) while also providing mechanisms that surface underlying problems for resolution-Responsible for end-to-end customer experience of the service. Owns CSAT implementation and measurement of service performance. Owns customer/partner follow ups (escalations) for future service enhancements-Communicates SLA, OLA, KPI’s with customer/partners. Owns Service Improvement Plans as agreed with owners-Responsible for ensuring the service is adequately resourced, funded, and costs managed.

Education

• Whitworth University

  Bachelor of Arts (B.A.),

  1980 — 1984

Skills

• Microsoft Technologies
• Mof
• Office 365
• Cloud Computing
• Lync Server 2010
• Hyper-V
• Lync
• Powershell
• IT Management
• Sharepoint
• IT Operations
• Scom
• Voip
• IT Service Management
• Management
• Service Delivery
• Microsoft Exchange
• Unified Communications
• Enterprise Software
• Process Improvement
• Product Management
• Saas
• System Deployment
• Data Center
• Service Management
• Program Management
• Infrastructure
• Project Planning
• Leadership
• IT Strategy
• Enterprise Architecture