Infrastructure & Cloud Service Senior Manager

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

The Senior Manager of IT Operations plays a critical leadership role in delivering robust, scalable, and secure infrastructure services across large-scale Medicaid account operations. This role includes a strong focus on cloud infrastructure delivery and operations, ensuring alignment with enterprise cloud transformation goals. The Senior Manager is responsible for strategic planning, cloud adoption, process improvement, team leadership, and fostering strong relationships with internal and external stakeholders and drive operational excellence and customer satisfaction.

Your role in our mission

Leadership & Team Management
• Lead hybrid (on-prem/cloud) infrastructure/cloud operations team to achieve business and cloud transformation objectives.
• Experience managing and collaborating with MSPs. 
• Hire, train, and mentor staff supporting IT Operations in Cloud/on-prem.

Cloud Infrastructure Delivery & Service Management
• Drive infrastructure service delivery for internal teams and external providers, ensuring efficient workforce management.
• Lead cloud migration initiatives (AWS, Azure), ensuring minimal disruption and maximum performance in alignment with enterprise architecture.
• Develop and streamline processes to guarantee consistent, high-quality service for all customers.
• Contribute to ramp-up efforts by implementing best practices and standards for deployment, operations, and ongoing improvement.
• Establish and maintain strong working relationships with managed service providers to ensure seamless cloud operations support.

Operations & Budget Management
• Manage hybrid infrastructure budgets, including cloud spend forecasting and optimization.
• Track usage and performance metrics across cloud and on-prem environments.
• Recommend financial adjustments based on cloud consumption trends and business needs.

Relationship & Stakeholder Management
• Partner with internal business units, and delivery teams to define SLAs and KPIs.
• Collaborate with capability leaders and external providers to define service criteria, address implementation challenges, and provide effective solutions.
• Address service delivery matters and maintain client satisfaction.

Risk Management & Service Reliability
•    Identify, manage, and escalate business risks, ensuring mitigation strategies are implemented.
•    Monitor service metrics and address reliability issues while balancing availability, security, efficiency, and functionality.
•    Ensure high availability, disaster recovery, and compliance across platforms.

Incident & Escalation Management
•    Be on call to handle or lead incident support and urgent escalations, ensuring prompt resolution of infrastructure issues.
•    Lead incident response for outages and hybrid infrastructure disruptions.
•    Coordinate root cause analysis and post-mortem reviews for major incidents.
•    Coordinate with MSPs for incident resolution, change management, and continuous improvement initiatives.

Continuous Improvement & Efficiency
•    Promote automation and self-service capabilities to improve delivery speed and reduce manual effort and drive cost-efficiency.
•    Increase efficiency by cutting costs without affecting service quality or customer satisfaction. 

What we're looking for

• 10+ years of leadership experience in hybrid infrastructure and cloud operations (AWS, Azure).
• Strong vendor and stakeholder management skills, including MSP oversight.
• Proven success in cloud migration and service delivery within large-scale environments.
• Expertise in IT financial management, including budgeting and cloud cost optimization.
• Excellent communication and incident management skills, with the ability to lead cross-functional teams under pressure.

What you should expect in this role

• This is a fully remote position with the flexibility to work from home.
• All U.S. locations, including remote, are being considered.
• Video cameras are required during all interviews and throughout the first week of orientation to support engagement and onboarding su