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Cloud Operations Manager
2 months ago
Job Summary
Mainline Information Systems is seeking a seasoned Managed Services Operations Leader to drive the growth and success of our Managed Services line of business. This critical leadership position will oversee the operations and delivery of our services, ensuring consistent quality and customer satisfaction.
Key Responsibilities
- Develop and implement a comprehensive delivery strategy for our Managed Services organization, aligning with our company's overall go-to-market initiatives.
- Lead a team of experienced professionals in delivering high-quality services to our clients, with a focus on scalability, efficiency, and customer satisfaction.
- Collaborate with cross-functional teams, including Practices, Enterprise Architects, Account Executives, and Marketing, to drive business growth and expansion.
- Develop and manage delivery models, pricing models, and staffing approaches to achieve high customer satisfaction and growth of annual recurring revenue.
- Manage and deliver quarterly and annual Managed Services revenue, bookings, and margin targets, as well as annual recurring revenue growth targets.
- Ensure best-in-class Net Promoter Score (NPS) from our clients and continuously assess and refine delivery methods and standards to improve operations, profitability, and client experience.
Requirements
- Proven experience managing a services P/L and a team of 150+ people, with a track record of delivering strong client outcomes while scaling the organization.
- Experience with providing 24x7 support for infrastructure and applications, including monitoring, call center, and support desk operations.
- Strong understanding of IT security procedures, change management procedures, ITIL functions, and SLA tracking/reporting.
- Ability to lead a managed services organization through growth and change cycles, with a focus on innovation, energy, and business acumen.
- Ability to travel for work occasionally, with a specific purpose and agenda.
What We Offer
- Competitive pay and performance-based bonus structure.
- Comprehensive benefits package, including medical, dental, vision, and insurance for you and your family.
- Vacation time based on years of service, plus a holiday schedule that gives you several four-day weekends each year.
- Tuition reimbursement for eligible programs after 6 months of service.
- Paid volunteer time off to give back to the community.
- Flexible work environment, with the ability to manage your calendar and work from anywhere within the Central or Eastern time zones.
How We Work
Mainline Information Systems is a remote-friendly company, with a dynamic and experienced services leadership team. We provide digital tools to facilitate collaboration and communication, and encourage in-person meet-ups throughout the year to celebrate successes and share knowledge.
