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About the Role
Our client is seeking an experienced Microsoft Cloud Managed Services Manager to oversee the delivery and continuous improvement of Microsoft cloud services, including Microsoft Entra ID, Microsoft 365, and Microsoft Intune. This role involves close collaboration with customers, technical teams, security specialists, and external partners, offering an excellent opportunity for an IT service management professional to lead teams, build customer relationships, enhance service quality, and manage projects in a dynamic cloud environment.
Responsibilities
- Oversee service quality and performance across Microsoft cloud platforms.
- Serve as the primary contact for service-related matters and maintain strong customer relationships.
- Manage customer expectations, priorities, and service escalations.
- Lead regular service reviews and communicate performance results, risks, and improvement plans.
- Coordinate major incidents and escalations to ensure timely resolution.
- Manage production changes, including assessment, approval, communication, implementation, and documentation.
- Identify operational, security, and capacity risks and coordinate mitigation efforts.
- Work with security teams, Microsoft Support, and third-party vendors to resolve complex issues.
- Monitor SLAs, KPIs, and overall service performance.
- Prepare service reports and maintain operational procedures and documentation.
- Identify recurring issues and implement process improvements and automation.
- Maintain runbooks, escalation procedures, and appropriate support coverage.
- Monitor workloads, resource utilization, and operational costs.
- Review and maintain the scope of managed service offerings.
- Manage projects from planning through completion, ensuring delivery on time, within budget, and within scope.
- Define project objectives, deliverables, timelines, and resource requirements.
- Coordinate cross-functional teams and allocate resources effectively.
- Track project progress, manage risks, and resolve issues.
- Oversee quality assurance and change control.
- Provide regular project updates and recommendations to stakeholders.
Requirements
- 5–8+ years of experience in IT service management, managed services, cloud operations, infrastructure services, or a related field.
- 3+ years of experience in a customer-facing leadership role, such as Service Manager, Service Delivery Manager, or Managed Services Manager.
- Experience managing or supporting Microsoft 365, Entra ID, Intune, or related Microsoft cloud services.
- Experience coordinating Service Desk/L1, L2/L3 engineering, Security/SOC, and external vendors.
- Proven experience managing customer escalations, major incidents, SLAs/KPIs, and service improvement initiatives.
- A bachelor's degree in IT, Computer Science, Information Systems, Business Administration, or a related field, or equivalent professional experience.
- Service Leadership: Experience managing IT services and coordinating technical support teams.
- Customer Management: Ability to build strong customer relationships and manage expectations.
- Service Governance: Knowledge of SLAs, KPIs, incident management, change management, and continuous improvement.
- Problem-Solving: Ability to assess issues, prioritize actions, and drive effective resolutions.
- Communication: Strong verbal and written communication skills, including the ability to explain technical matters to business stakeholders.
- Collaboration: Ability to work effectively with engineering, service desk, security, project, and vendor teams.
- Commercial Awareness: Understanding of resource utilization, service costs, and operational efficiency.
- Working knowledge of Microsoft Entra ID: Identity lifecycle management, MFA, SSPR, Conditional Access, and authentication.
- Working knowledge of Microsoft Intune: Device enrollment, compliance policies, security configurations, and application deployment.
- Working knowledge of Microsoft 365: Exchange Online, Teams, SharePoint Online, OneDrive, licensing, and service health.
- Working knowledge of Cloud Security: Zero Trust, least privilege, identity security, device compliance, and privileged access management.
- Working knowledge of IT Service Management: Incident, Request, Problem, Change, Service Level, and Knowledge Management.
- Working knowledge of ITSM Tools: ServiceNow, Jira Service Management, Zendesk, or similar platforms.
- Working knowledge of Reporting & Documentation: Service performance analysis, operational reporting, runbooks, and process documentation.
- Working knowledge of Microsoft Office: Excel, PowerPoint, Teams, and SharePoint.
Skills
- Microsoft Entra ID
- Microsoft 365
- Microsoft Intune
- Cloud Security
- IT Service Management
- ITSM Tools
- Reporting & Documentation
- Microsoft Office
- Service Leadership
- Customer Management
- Service Governance
- Problem-Solving
- Communication
- Collaboration
- Commercial Awareness
- Japanese Language Skills
Location
- NY
Work Type
- Hybrid
- Permanent
- Full-time
Experience Level
- 5–8+ years of experience in IT service management, managed services, cloud operations, infrastructure services, or a related field.
- 3+ years of experience in a customer-facing leadership role
Education Level
- Bachelor's degree in IT, Computer Science, Information Systems, Business Administration, or a related field, or equivalent professional experience.
Salary/Compensations
- 100-140K per yr.
Benefits
- Full Benefits
About the Company
- Client: IT Services