Infrastructure & Cloud Managed Services Delivery Manager

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 & Delivery

• Designs and builds scalable cloud managed service offerings, including monitoring, backup, DRaaS, patching, and optimization services
• Oversees implementation and lifecycle management of client cloud infrastructure (IaaS, PaaS, SaaS) across AWS, Azure, or GCP
• Works closely with Sales, Pre-Sales, and Solutions Architects to scope and onboard new cloud managed service clients
• Establishes best practices and standard operating procedures for cloud service delivery and support

Infrastructure Management

• Leads and manages the 24x7 NOC team responsible for monitoring, incident response, and resolution across client environments
• Defines and enforces SLAs, KPIs, and performance metrics for operational excellence
• Implements proactive monitoring and automation to reduce incidents and improve response time
• Oversees escalation procedures and ensure high-quality service delivery

Client & Stakeholder Engagement

• Acts as a key point of contact for escalations and strategic discussions related to cloud and Infrastructrure services
• Collaborates with clients to understand business needs and tailor manages service solutions accordingly
• Provides regular reporting and insights to clients on service performance, incidents, and improvements

Process & Compliance

• Ensures alignment with ITIL, ISO, SOC, and other relevant frameworks or compliance standards
• Develops and maintains runbooks, documentation, and playbooks for all services
• Leads problem management and root cause analysis for recurring issues
• Other duties as required

Supervisory Responsibilities:

• Hires, mentors, and grows a high-performing Infrastructure and cloud operations team
• Conducts regular performance reviews, training, and knowledge-sharing sessions
• Fosters a culture of continuous improvement, accountability, and innovation

Qualifications, Knowledge, Skills, and Abilities:

Education

• High School Diploma or GED, required
• Bachelor’s degree in Information Technology or Computer Science, preferred

Experience

• Six (6) or more years of experience in IT operations, NOC, or cloud infrastructure management, required
• Three (3) or years in an IT leadership or managerial role, required
• Three (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, required
• Experience in networking, virtualization, system administration, and DevOps practices, required
• Experience with monitoring tools (e.g., Datadog, SolarWinds, Zabbix), ticketing systems (e.g., ServiceNow, ConnectWise), and automation platforms, required
• Experience in a managed service provider (MSP) environment, preferred

Software:

• One (1) or more of the following, required:
  • Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server
  • Remote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlow
  • FortiOS or other Firewall Software Experience