A Face in the Cloud – Andreas Bauer, Service Delivery Lead
Here at Cloudreach, we believe that the growth of a great business is fueled by great people. It is our talented individuals that make Cloudreach the success it is. Andreas Bauer, our Service Delivery Lead based in Munich, tells us about his experience working and keeping it cloudy at Cloudreach.
Tell us a bit about your current role?
A Service Delivery Lead is the connection between Operations customers and internal Cloudreach departments. We help to translate customer business requirements and their daily pain points into technical or non-technical solutions.
How do Service Delivery Leads interact with other Business Units?
As a 'middle man', I speak with customers almost daily. Therefore, I can advise all my colleagues, no matter which business unit, on customer issues. And that’s exactly what I love about my job.
Do you get to travel much as a Service Delivery Lead?
It keeps within limits. Actually, I can do my work from anywhere, but it is also very important to meet the client from time to time in person.
What do you need to be a successful SDL?
- Technical skills: 25%
- Helper’s syndrome: 40%
- Diplomacy and tact: 20%
- Listening skills: 15%
We already knew you before you joined Cloudreach from being a customer. What made you want to make the leap from customer to employee?
Actually, there were several reasons. My first contact with Cloudreach was about 5 years ago when I was at a business looking for an IT partner who could take over our 24/7 operations in the cloud. So I was in the same situation as some of my customers now.
From the very beginning, I enjoyed Cloudreach’s human and flexible approach, not only to its own employees, but also to its customers. Over the period of a few years, I helped many different departments and applications transition to the cloud, so when Cloudreach were looking for an SDL in Munich I thought it made sense to take my skills and experience there. Coming from the Bavarian outback, I always wanted to work for an international company and face new challenges in other countries.
What trends do you see in the cloud industry in Germany?
German customers had long prejudices like, 'the cloud is not secure enough', 'everyone has access to my data' or 'we lose control over our data'. However over time, the attitude, especially of large companies, has changed. They recognise the potential of this business and do not longer see it as a 'trend', but realise that it is a real alternative to their previous approaches.
Cloud computing blurs the boundaries between pure infrastructure and application, and of course, this also affects the operation teams of customers. There used to be a strict separation between development teams and operation teams. Today the motto is more 'You have to run (operate), what you built'. In other words, those who develop something are responsible for their daily operations. And that does not only require some other skills but, above all, a different mindset.
What’s the Munich office like?
To be honest, at first it was a bit irritating to be the only one in the Operations Department in Munich. All your Operations colleagues are in Scotland or Canada. But that lasted exactly one week and I was fully integrated. There are no cliques as I know it from other companies (for example, Sales only going to lunch with sales, Ops only with Ops). This is unthinkable here in Munich – we all hang out together. In the meantime, I see many advantages in being able to communicate directly with the colleagues of Cloud Enablement, which gives me a daily look outside the box and brings me to new ideas to solve problems. And honestly, somehow, I now like being THE operations guy for my German colleagues.
If given a chance, who would you like to be for a day?
Either a rock star - it must be great to stand in front of thousands of people who go crazy as soon as they hear your songs.
Or my cat - Laying around the couch all day, getting food delivered to you, and from time to time, going outside and meeting my buddies - not a bad life!
What is your personal philosophy?
Always try to deliver a bit more than people expect.
What do you value most about working at Cloudreach?
My colleagues, through their cultural and personal versatility and my daily work with them, I now see some things differently and in a more sophisticated way than some years ago. I also appreciate their helpfulness, motivation and humour. We really laugh a lot!