VP, Managed Cloud Operations

About this role

Key Responsibilities: 1. Team Management:    - Lead and manage a diverse, round-the-clock team of engineers, including SAP BASIS Administrators, Hana DBAs, Linux/Windows Administrators, and Cloud Engineers.    - Foster a collaborative and high-performing team culture.    - Conduct regular performance evaluations and provide constructive feedback to team members. 2. Customer Engagement:    - Attend customer calls to address and resolve escalations, including P1, P2, and P3 incidents, ensuring timely resolution in a 24x7 operational environment.    - Build and maintain strong relationships with customers to ensure satisfaction and retention.    - Participate in customer onboarding processes and meetings to understand their requirements and expectations. 3. Performance Evaluation:    - Perform regular performance evaluations for team members, setting clear goals and development plans.    - Identify and address any performance issues promptly and effectively.    - Recognize and reward high-performing team members. 4. Hiring and Onboarding:    - Manage the recruitment process to attract and hire top talent for the team.    - Oversee the onboarding process to ensure new hires are integrated smoothly and effectively into the team. 5. KPI and QBR Preparation:    - Prepare and present key performance indicators (KPIs) and Quarterly Business Reviews (QBRs) to internal stakeholders and customers.    - Analyze data to identify trends and areas for improvement, implementing necessary changes. 6. Customer Onboarding and Meetings:    - Take an active role in customer onboarding, ensuring a seamless transition and understanding of the service offerings.    - Regularly meet with customers to discuss their needs, provide updates, and gather feedback. 7. Deliverable Management:    - Ensure that all deliverables are met within the agreed timelines and quality standards, maintaining high service levels in a 24x7 operational environment.    - Monitor project progress and address any issues that may impact delivery. 8. RFP/RFI Development:    - Participate in the development and response to Requests for Proposals (RFPs) and Requests for Information (RFIs).    - Collaborate with cross-functional teams to create compelling proposals that meet customer requirements. 9. Team Development:    - Invest in the continuous development of the team through training, mentorship, and career development opportunities.    - Encourage innovation and the adoption of best practices within the team. 10. 24x7 Operational Oversight:     - Ensure continuous monitoring and support of cloud environments to maintain high availability and performance.     - Implement robust incident management and escalation processes to address issues promptly, minimizing downtime.     - Coordinate with global teams to ensure seamless 24x7 operations and handovers. 11. Growth in Commercial Space:     - Develop and execute strategies to expand the organization's presence in the commercial sector.     - Identify new business opportunities, forge partnerships, and drive revenue growth in the commercial market.     - Collaborate with the Sales and Marketing teams to develop targeted campaigns and offerings for commercial customers.  12. Framework Development:     - Develop and implement a comprehensive framework for the Managed Cloud Delivery business.     - Establish standard operating procedures, best practices, and governance models to ensure consistent and high-quality service delivery.     - Continuously improve the framework based on industry trends, customer feedback, and internal assessments.

Qualifications: - Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred. - Extensive experience in managing teams in a Managed Cloud Delivery environment, including 24x7 operations. - Strong understanding of SAP BASIS, HANA, Linux/Windows administration, and cloud engineering. - Proven track record of successfully handling customer escalations and delivering exceptional customer service. - Excellent leadership, communication, and interpersonal skills. - Ability to analyze data, prepare reports, and present findings to stakeholders. - Experience in the recruitment and onboarding of technical staff. - Strong organizational and project management skills. - Ability to work effectively under pressure and manage multiple priorities. - Experience with 24x7 operational support and incident management. - Demonstrated ability to grow business in the commercial space. - Experience in developing and implementing business frameworks and standard operating procedures. - AWS Cloud Certifications(Architect/Professional) - Azure/GCP Certification is a plus - DOD Clearance

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