Operations Manager - Managed Services

September 27

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3Cloud

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Cloud Infrastructure • Advanced Analytics • Internet of Things • Cloud Applications • DevOps

501 - 1000

Description

• Are you looking for a role that motivates and challenges you? Are you ready for an opportunity for growth? • We are seeking a highly skilled and proactive Operations Manager to join our Managed Services team. • The Operations Manager will play a pivotal role in ensuring the seamless delivery of services to our clients while driving operational excellence and efficiency across the organization. • This individual will be responsible for overseeing various aspects of team management, resource allocation, process optimization, and client relationship management. • Keep Team Leads on track by conducting multiple meetings weekly, ensuring alignment with organizational goals and objectives. • Define and manage team skill requirements and identify skill gaps, collaborating with offshore executives to invest in skill improvements. • Assist Team Leads in creating and adhering to Standard Operating Procedures (SOPs) to streamline processes and enhance efficiency. • Serve as the primary escalation point for client relationship management, ensuring timely resolution of issues and maintaining high levels of client satisfaction. • Collaborate with Team Leads to manage major Root Cause Analyses (RCAs), identifying and addressing underlying issues to prevent recurrence. • Run internal SOC2 audits in collaboration with 3Cloud's compliance team, ensuring adherence to industry standards and best practices. • Manage operational Key Performance Indicator (KPI) metrics for the entire offshore team, providing regular reports to 3Cloud management on a weekly and monthly basis. • Assist 3Cloud management with resource forecasting and cost management to optimize resource allocation and drive cost-efficiency. • Address all offshore reporting needs, ensuring accurate and timely reporting to support decision-making and strategic planning. • Work with Team Leads to manage the operational aspects of the offshore team, fostering a culture of accountability and continuous improvement.

Requirements

• Bachelor's degree in Business Administration, Computer Science, or related field; Master's degree preferred. • Proven experience in operations management within the managed services industry, with a focus on cloud technologies. • Strong leadership and team management skills, with the ability to motivate and inspire teams to achieve excellence. • Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders. • Solid understanding of industry standards and best practices, such as SOC2 compliance and ITIL framework. • Analytical mindset with the ability to interpret data and metrics to drive informed decision-making. • Proven ability to manage complex projects and initiatives within tight timelines and budgets.