Cloud Managed Services Delivery Leader

Job Summary:The Infrastructure and Cloud Managed Services Delivery Manager will lead our Network & Cloud Operations Center to further drive the growth and maturity of our cloud managed services portfolio. This individual will play a critical role in designing, implementing, and supporting cloud-based services for our clients, ensuring high availability, performance, and client satisfaction.The ideal candidate has deep technical expertise in cloud infrastructure (AWS, Azure, GCP), NOC operations, ITIL practices, and a proven track record in building and scaling managed service offerings. Strong leadership, communication, and client engagement skills are essential for success in this role.Job Duties:Cloud Managed Services Development & DeliveryDesigns and builds scalable cloud managed service offerings, including monitoring, backup, DRaaS, patching, and optimization servicesOversees implementation and lifecycle management of client cloud infrastructure (IaaS, PaaS, SaaS) across AWS, Azure, or GCPWorks closely with Sales, Pre-Sales, and Solutions Architects to scope and onboard new cloud managed service clientsEstablishes best practices and standard operating procedures for cloud service delivery and supportInfrastructure ManagementLeads and manages the 24x7 NOC team responsible for monitoring, incident response, and resolution across client environmentsDefines and enforces SLAs, KPIs, and performance metrics for operational excellenceImplements proactive monitoring and automation to reduce incidents and improve response timeOversees escalation procedures and ensure high-quality service deliveryClient & Stakeholder EngagementActs as a key point of contact for escalations and strategic discussions related to cloud and Infrastructrure servicesCollaborates with clients to understand business needs and tailor manages service solutions accordinglyProvides regular reporting and insights to clients on service performance, incidents, and improvementsProcess & ComplianceEnsures alignment with ITIL, ISO, SOC, and other relevant frameworks or compliance standardsDevelops and maintains runbooks, documentation, and playbooks for all servicesLeads problem management and root cause analysis for recurring issuesOther duties as requiredSupervisory Responsibilities:Hires, mentors, and grows a high-performing Infrastructure and cloud operations teamConducts regular performance reviews, training, and knowledge-sharing sessionsFosters a culture of continuous improvement, accountability, and innovationQualifications, Knowledge, Skills, and Abilities:Education* High School Diploma or GED, required* Bachelor's degree in Information Technology or Computer Science, preferredExperienceSix (6) or more years of experience in IT operations, NOC, or cloud infrastructure management, requiredThree (3) or years in an IT leadership or managerial role, requiredThree (3) or more years of hands-on experience with Microsoft Azure, AWS, or Google Cloud Platform, required.Two (2) or more years of experience building or managing cloud managed services offerings, requiredExperience in networking, virtualization, system administration, and DevOps practices, requiredExperience with monitoring tools (e.g., Datadog, SolarWinds, Zabbix), ticketing systems (e.g., ServiceNow, ConnectWise), and automation platforms, requiredExperience in a managed service provider (MSP) environment, preferredSoftware:One (1) or more of the following, required:Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows ServerRemote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlowFortiOS or other Firewall Software Experience* Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc.), preferredLicenses/Certfications:* ITIL V3/V4, preferred* Cloud certifications (e.g., Azure Administrator, AWS Certified Solutions Architect, GCP Professional), preferredLanguage:* N/AOther Knowledge, Skills, & AbilitiesStrong leadership and team management capabilitiesExcellent communication and client-facing skillsStrategic thinking with the ability to drive change and innovationDetail-oriented with strong organizational and problem-solving skillsKnowledge of compliance and regulatory frameworks (HIPAA, SOC 2, ISO 27001, etc.)Keywords: Network Operations Center, NOC, Manager, Azure, Service Delivery, Lead, Active Directory, AD, IT Solutions, Professional Services, Service Desk Lead, Escalate, Facilitate, Supervise.Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.National Range: $125,000 - $150,000Maryland Range: $125,000 - $150,000NYC/Long Island/Westchester Range: $125,000 - $150,000