VP, Managed Cloud Operations

Location: Remote - MO

Time Type: Full time

Job Description

Key Responsibilities:

1. Team Management:
   - Lead and manage a diverse, round-the-clock team of engineers, including SAP BASIS Administrators, Hana DBAs, Linux/Windows Administrators, and Cloud Engineers.
   - Foster a collaborative and high-performing team culture.
   - Conduct regular performance evaluations and provide constructive feedback to team members.

2. Customer Engagement:
   - Attend customer calls to address and resolve escalations, including P1, P2, and P3 incidents, ensuring timely resolution in a 24x7 operational environment.
   - Build and maintain strong relationships with customers to ensure satisfaction and retention.
   - Participate in customer onboarding processes and meetings to understand their requirements and expectations.

3. Performance Evaluation:
   - Perform regular performance evaluations for team members, setting clear goals and development plans.
   - Identify and address any performance issues promptly and effectively.
   - Recognize and reward high-performing team members.

4. Hiring and Onboarding:
   - Manage the recruitment process to attract and hire top talent for the team.
   - Oversee the onboarding process to ensure new hires are integrated smoothly and effectively into the team.

5. KPI and QBR Preparation:

   - Prepare and present key performance indicators (KPIs) and Quarterly Business Reviews (QBRs) to internal stakeholders and customers.
   - Analyze data to identify trends and areas for improvement, implementing necessary changes.

6. Customer Onboarding and Meetings:
   - Take an active role in customer onboarding, ensuring a seamless transition and understanding of the service offerings.
   - Regularly meet with customers to discuss their needs, provide updates, and gather feedback.

7. Deliverable Management:

   - Ensure that all deliverables are met within the agreed timelines and quality standards, maintaining high service levels in a 24x7 operational environment.
   - Monitor project progress and address any issues that may impact delivery.

8. RFP/RFI Development:
   - Participate in the development and response to Requests for Proposals (RFPs) and Requests for Information (RFIs).
   - Collaborate with cross-functional teams to create compelling proposals that meet customer requirements.

9. Team Development:

   - Invest in the continuous development of the team through training, mentorship, and career development opportunities.
   - Encourage innovation and the adoption of best practices within the team.

10. 24x7 Operational Oversight:
    - Ensure continuous monitoring and support of cloud environments to maintain high availability and performance.
    - Implement robust incident management and escalation processes to address issues promptly, minimizing downtime.
    - Coordinate with global teams to ensure seamless 24x7 operations and handovers.

11. Growth in Commercial Space:

    - Develop and execute strategies to expand the organization's presence in the commercial sector.
    - Identify new business opportunities, forge partnerships, and drive revenue growth in the commercial market.
    - Collaborate with the Sales and Marketing teams to develop targeted campaigns and offerings for commercial customers.

 12. Framework Development:
    - Develop and implement a comprehensive framework for the Managed Cloud Delivery business.
    - Establish standard operating procedures, best practices, and governance models to ensure consistent and high-quality service delivery.
    - Continuously improve the framework based on industry trends, customer feedback, and internal assessments.

Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
- Extensive experience in managing teams in a Managed Cloud Delivery environment, including 24x7 operations.
- Strong understanding of SAP BASIS, HANA, Linux/Windows administration, and cloud engineering.
- Proven track record of successfully handling customer escalations and delivering exceptional customer service.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data, prepare reports, and present findings to stakeholders.
- Experience in the recruitment and onboarding of technical staff.
- Strong organizational and project management skills.
- Ability to work effectively under pressure and manage multiple priorities.
- Experience with 24x7 operational support and incident management.
- Demonstrated ability to grow business in the commercial space.
- Experience in developing and implementing business frameworks and standard operating procedures.
- AWS Cloud Certifications(Architect/Professional)
- Azure/GCP Certification is a plus
- DOD Clearance