Cloud Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Cloud Operations Manager based in the United States.

We are seeking an experienced Cloud Operations Manager to lead technical teams responsible for delivering reliable, high-quality cloud operations and managed services. In this role, you will oversee either a technical support team or an advanced administration and engineering team, driving service excellence and operational efficiency. You will play a key role in developing talent, strengthening service delivery practices, and ensuring seamless support for client environments. Working closely with cross-functional teams, you will coordinate incident response, optimize operational processes, and improve the overall client experience. You will leverage performance data, automation, and emerging AI capabilities to enhance scalability, productivity, and service quality. This is an opportunity to shape operational strategy, mentor future leaders, and implement measurable improvements in a dynamic, client-focused cloud environment. The position is fully remote within the United States, with a strong emphasis on collaboration, accountability, and continuous improvement.

Accountabilities

• Team Leadership and Development: Lead and develop a technical operations team, overseeing recruitment, onboarding, coaching, performance evaluations, workforce planning, and career progression. Establish clear expectations, build employee capabilities, and support relevant training and certification goals.

• Cloud Operations and Service Delivery: Oversee day-to-day operations for either a technical support team or an advanced administration and engineering team, ensuring reliable service delivery, effective workload management, appropriate resource allocation, and consistent achievement of service objectives.

• Incident and Escalation Management: Monitor ticket queues, backlogs, response times, and escalations. Coordinate major incident response and ensure incident, problem, and change management processes follow established ITIL practices and service commitments.

• Operational Planning and Coverage: Manage staffing levels, schedules, capacity planning, and 24/7 service coverage, including shift assignments and on-call rotations. Maintain operational continuity and provide leadership support during absences, critical incidents, and other business continuity situations.

• Performance Monitoring and Continuous Improvement: Analyze operational KPIs, including SLA attainment, ticket aging, resolution times, escalation rates, change success, and customer satisfaction. Identify root causes, implement corrective actions, and drive improvements in service quality, efficiency, and scalability.

• Technical Governance and Documentation: Maintain standard operating procedures, technical documentation, escalation paths, and client-specific runbooks. Ensure team members are properly trained, authorized, and assigned to work in accordance with client requirements and applicable compliance standards.

• Automation and Innovation: Identify opportunities to improve service delivery through scripting, automation, monitoring optimization, AI-assisted workflows, and improved knowledge management.

• Cross-Functional Collaboration: Partner with Client Success, Professional Services, Security Operations, Compliance, and other operational leaders to coordinate priorities, support client transitions, manage risks, and deliver a consistent client experience.

• Stakeholder Communication: Communicate service performance, operational risks, incident updates, improvement plans, and recommendations to technical teams, internal leadership, and client stakeholders.

• Compliance and Security: Support audits, evidence collection, remediation activities, and secure operating practices across regulated client environments. Ensure operational procedures align with relevant security and compliance requirements.

Requirements

• Professional Experience: At least