Job description

What You'll Do - Team Leadership and Development - Lead and mentor 5+ direct managers and 20–30 indirect reports across cloud operations and systems engineering functions. - Build a team culture of accountability, urgency, and client ownership. - Support overall performance management, and long-term career development practices. - Act as an escalation point for technical and operational blockers impacting delivery or customer satisfaction. - Operational Excellence & Service Delivery - Drive improvements in incident response, ticket handling, change management, and patch compliance. - Standardize runbooks, monitoring, escalation paths, and documentation across client environments. - Identify and track key operational metrics such as MTTR, SLA adherence, and customer satisfaction. - Partner with internal teams to create more proactive service models that anticipate client issues before escalation. - Strategic and Organizational Growth - Collaborate with leadership to expand technical capabilities and develop new professional service offerings. - Evaluate emerging technologies and trends to guide innovation within the team’s technical practices. - Support organizational growth by creating scalable frameworks for service delivery and team expansion. - Participate in strategic planning sessions to align technical direction with business objectives. - Cross-Functional Collaboration - Collaborate with other departments to ensure alignment between professional services and broader business goals. - Partner with the Security Director on shared concerns such as incident containment, vulnerability remediation, and tooling integration. What You'll Bring - Proven leadership experience with technical operations teams in a managed services or MSP context. - Deep knowledge of cloud infrastructure in AWS, Azure, and GCP environments. - Familiarity with infrastructure-as-code tools like Terraform, Ansible, GitHub/GitLab pipelines. - Strong communication skills with the ability to manage both internal teams and client expectations. - High emotional intelligence and situational awareness during client escalations and internal performance issues. - Experience leading operational maturity or ITSM process rollouts (e.g., incident/change/problem management). - Familiarity with SRE principles, but adaptable to operationally heavy environments. - Metric and KPI management - 8+ years of technical leadership experience, ideally within a managed services or multi-client environment. - Proven success in scaling technical organizations and driving operational excellence in a professional services environment. - Experience managing key operational metrics such as utilization, margins, and capacity. Bonus Points - Direct experience leading cloud-focused teams or organizations. - Background in customer-facing roles, with experience in client escalations or high-level technical discussions. - Experience leading operational maturity or ITSM process rollouts (e.g., incident/change/problem management). - Familiarity with SRE principles, but adaptable to operationally heavy environments. - Relevant certifications in cloud platforms (AWS, Azure, GCP) or IT frameworks (ITIL, TOGAF) are preferred.

Requirements