Required Skills: The Non-Negotiables
Years of Experience: Five or more years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery, including at least three years directly managing technical teams.
Role-Specific Mastery: Experience leading a technical support, service delivery, engineering, operations, or managed services team in a fast-paced environment. Strong working knowledge of Microsoft Azure infrastructure and cloud operations, with the technical depth and troubleshooting expertise to guide either a Technician team or an Administrator/Engineer team and earn credibility with technical employees and stakeholders. Demonstrated ability to hire, onboard, coach, evaluate, and develop employees; establish clear expectations and development plans; and support career progression and certification attainment.
Operational Excellence: Experience owning service delivery for an assigned team in a 24x7 environment, including workforce and capacity planning, schedules, shift and on-call coverage, ticket health, workload management, and service quality. Ability to ensure work is prioritized, routed, documented, escalated, and resolved in line with service commitments; lead or support major incidents; enforce incident, problem, and change practices; maintain escalation paths, operating procedures, technical documentation, and client-specific runbooks; and ensure employees are trained and appropriately eligible, authorized, and assigned for regulated work. Sound judgment to balance urgency, quality, operational risk, coverage, and client communication under pressure, including the ability to pass a federal background check for Public Trust Fitness.
Communication: Clear, calm, and effective written and verbal communication skills. Ability to report KPIs, service performance, emerging risks, incident summaries, improvement priorities, and recommended actions to individual contributors, technical contacts, client executives, and internal leadership. Commitment to professional, timely communication during incidents, escalations, operational reviews, and service transitions.
Collaboration: Experience partnering across operational teams and support functions to coordinate staffing, priorities, escalations, major incidents, service transitions, and continuous improvement. Ability to work closely with peer Client Operations leaders without blurring ownership of the assigned team; collaborate with Client Success, Professional Services, Security Operations, Security, and Compliance; support audits, evidence collection, and remediation; and provide temporary leadership coverage during vacations, leaves, on-call rotations, major incidents, and other business continuity situations.
Problem Solving: Ability to use service and workforce data to identify trends, root causes, resource needs, and operational risks, then implement durable solutions that reduce repeat incidents and improve the client experience. Experience owning and reporting relevant KPIs, such as SLA attainment, response and resolution time, escalation rate, backlog, ticket aging, change success rate, service quality, automation adoption, and client satisfaction. Demonstrated ability to improve processes, tooling, training, monitoring, documentation, automation, or AI-assisted workflows while coordinating cross-team changes to avoid unintended downstream impacts.
