Cloud Operations Manager
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Cloud Operations Manager based in the United States.
We are seeking an experienced Cloud Operations Manager to lead technical teams responsible for delivering reliable, high-quality cloud operations and managed services. In this role, you will oversee either a technical support team or an advanced administration and engineering team, driving service excellence and operational efficiency. You will play a key role in developing talent, strengthening service delivery practices, and ensuring seamless support for client environments. Working closely with cross-functional teams, you will coordinate incident response, optimize operational processes, and improve the overall client experience. You will leverage performance data, automation, and emerging AI capabilities to enhance scalability, productivity, and service quality. This is an opportunity to shape operational strategy, mentor future leaders, and implement measurable improvements in a dynamic, client-focused cloud environment. The position is fully remote within the United States, with a strong emphasis on collaboration, accountability, and continuous improvement.
Accountabilities
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Team Leadership and Development: Lead and develop a technical operations team, overseeing recruitment, onboarding, coaching, performance evaluations, workforce planning, and career progression. Establish clear expectations, build employee capabilities, and support relevant training and certification goals.
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Cloud Operations and Service Delivery: Oversee day-to-day operations for either a technical support team or an advanced administration and engineering team, ensuring reliable service delivery, effective workload management, appropriate resource allocation, and consistent achievement of service objectives.
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Incident and Escalation Management: Monitor ticket queues, backlogs, response times, and escalations. Coordinate major incident response and ensure incident, problem, and change management processes follow established ITIL practices and service commitments.
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Operational Planning and Coverage: Manage staffing levels, schedules, capacity planning, and 24/7 service coverage, including shift assignments and on-call rotations. Maintain operational continuity and provide leadership support during absences, critical incidents, and other business continuity situations.
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Performance Monitoring and Continuous Improvement: Analyze operational KPIs, including SLA attainment, ticket aging, resolution times, escalation rates, change success, and customer satisfaction. Identify root causes, implement corrective actions, and drive improvements in service quality, efficiency, and scalability.
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Technical Governance and Documentation: Maintain standard operating procedures, technical documentation, escalation paths, and client-specific runbooks. Ensure team members are properly trained, authorized, and assigned to work in accordance with client requirements and applicable compliance standards.
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Automation and Innovation: Identify opportunities to improve service delivery through scripting, automation, monitoring optimization, AI-assisted workflows, and improved knowledge management.
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Cross-Functional Collaboration: Partner with Client Success, Professional Services, Security Operations, Compliance, and other operational leaders to coordinate priorities, support client transitions, manage risks, and deliver a consistent client experience.
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Stakeholder Communication: Communicate service performance, operational risks, incident updates, improvement plans, and recommendations to technical teams, internal leadership, and client stakeholders.
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Compliance and Security: Support audits, evidence collection, remediation activities, and secure operating practices across regulated client environments. Ensure operational procedures align with relevant security and compliance requirements.
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Professional Experience: At least five years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery, including a minimum of three years directly managing technical teams.
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Cloud and Technical Expertise: Strong working knowledge of Microsoft Azure infrastructure and cloud operations, with sufficient technical depth to guide troubleshooting, administration, engineering, and support activities.
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People Management: Demonstrated experience recruiting, onboarding, coaching, evaluating, and developing technical professionals. Ability to establish clear performance expectations, create development plans, and foster employee engagement and career growth.
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Service Management: Experience managing technical service delivery in a 24/7 environment, including staffing, capacity planning, ticket prioritization, escalation management, incident response, problem resolution, and change control.
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Operational Excellence: Ability to maintain effective operating procedures, technical documentation, client runbooks, and escalation processes while ensuring consistent service quality and adherence to service-level agreements.
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Analytical and Problem-Solving Skills: Proficiency in interpreting operational data, identifying trends and root causes, managing risks, and implementing sustainable improvements. Experience tracking KPIs and translating performance insights into actionable plans.
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Communication and Leadership: Excellent written and verbal communication skills, with the ability to explain technical issues clearly, deliver incident updates, present performance reports, and influence stakeholders at different organizational levels.
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Collaboration and Adaptability: Ability to work effectively across technical and business functions, coordinate competing priorities, and maintain sound judgment under pressure. Comfortable operating in a fast-paced environment while balancing client needs, employee development, and business objectives.
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Security and Compliance: Ability to pass a federal background investigation for Public Trust Fitness and support secure operations in regulated environments.
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Preferred Qualifications: Experience with managed service providers, particularly Microsoft Azure-focused environments; Microsoft Azure certifications such as AZ-104 or AZ-305; ITIL 4 Foundation or advanced ITIL certification; and familiarity with Azure Lighthouse, Azure Monitor, Azure Arc, Azure Policy, Azure Automation, PowerShell, or AIOps.
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Additional Assets: Experience supporting FedRAMP, HIPAA, HITRUST, or IRS-1075 environments; leading distributed teams across multiple time zones; working with platforms such as ServiceNow or Zendesk; and applying AI-enabled tools to improve operational workflows.
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Education: Relevant technical education or equivalent professional experience is beneficial.
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Competitive Compensation: Salary commensurate with experience, skills, and qualifications.
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Performance-Based Incentives: Eligibility for additional compensation through a performance-based bonus program.
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Retirement Savings: 401(k) plan with a 100% employer match on employee contributions up to 4% of salary.
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Health Coverage: 100% employer-paid employee health, dental, and vision insurance premiums.
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Insurance Protection: Company-paid life insurance, accidental death and dismemberment (AD&D), and short- and long-term disability coverage.
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Paid Time Off: Three weeks of PTO for vacation, personal time, or sick leave.
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Paid Holidays: 11 paid holidays annually.
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Community Involvement: Paid community service leave to support volunteering and charitable initiatives.
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Employee Recognition: Recognition and rewards for outstanding performance and meaningful contributions.
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Remote Flexibility: Full-time remote work from within the United States, with the option to work from a company office when located nearby.
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Professional Development: Opportunities to strengthen technical expertise, develop leadership capabilities, and pursue relevant industry certifications.
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Collaborative Environment: A team culture emphasizing accountability, continuous improvement, thoughtful collaboration, and professional growth.
Requirements
Benefits
Skills
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