Cloud Operations Manager

• Location 1 Castle Court, Castlegate,Dudley, DY1 4RD
  ,United Kingdom
• Job Category Cloud Operations, Customer Success
• Relocation Expense Covered No
• Employee Type FT Salaried
• Manage Others Yes

Description

The Cloud Operations Manager is a vital role in overseeing one of the key customer facing elements within our business. The manager will embrace the “customer first” ethos of the Customer Care division and ensure this is consistently reflected across the global Cloud Operations team.

Reporting to the VP of Customer Care, the role will be responsible for all Cloud Operations Engineers globally and will provide leadership, operational direction, governance and performance management across regional teams. The manager will ensure customer cloud deployments and customer facing internal deployments are monitored, maintained and continually improved to meet service level expectations.

The role will focus on establishing Cloud Operations as a scalable and well-governed global business function, defining repeatable processes, onboarding practices and operating routines that support continued team growth. This will include industry best practice deployment governance, release coordination, platform monitoring, incident management, operational reporting, cost optimisation and continuous improvement, while also identifying opportunities to integrate Cloud Operations more effectively into wider business workflows.

The manager will work to reduce manual activity, dependency on individual knowledge and operational bottlenecks, while ensuring clear operating boundaries are defined, communicated and maintained so that the team can focus on its core responsibilities and collaborate effectively with adjacent functions.

The manager will also promote the work and value of the Cloud Operations team across Customer Care, Product Engineering, Quality Assurance, QPS and regional support teams.

• Global Cloud Operations Leadership - lead, coach and manage all Cloud Operations Engineers globally, ensuring clear priorities, consistent working practices, effective skills development and strong alignment with Customer Care objectives.
• Managing Cloud Deployments - own and govern the processes used to deploy cloud applications across a variety of Microsoft Azure resource types and associated Dev Ops tooling, with a focus on safe, repeatable and optimised deployments that support zero downtime updates wherever possible.
• Platform Monitoring - ensure the Cloud Operations team defines, monitors and acts on i nfrastructure and application alerts that may affect customer experience, availability and service levels across all customer cloud deployments and customer facing internal deployments.
• Operational Governance and Standards - define and maintain global Cloud Operations processes, operating standards, handover practices, documentation requirements, escalation paths and service management routines to support a consistent follow-the-sun operating model.
• Incident Management - lead the operational response to cloud incidents through mitigation, correction, stakeholder communication and follow-up actions. Ensure post-incident reviews identify corrective actions, operational improvements and opportunities to reduce repeat incidents.
• Operational Analysis - oversee the recording, review and analysis of operational systems data at both infrastructure and application levels, ensuring cloud resources are right‑sized to optimise costs and that useful summary data, service metrics and analytics are available to stakeholders.
• Release and Change Coordination - work closely with Product Engineering, Quality Assurance, QPS (projects) and regional Customer Care teams to support release readiness, deployment planning, testing coordination and operational acceptance of new or updated cloud services.
• Service Level and Customer Experience Management - ensure operational activities are prioritised to protect customer experience and service level commitments, with clear visibility of risks, incidents, trends, recurring issues and improvement actions.
• Stakeholder Reporting and Communication - provide clear, concise and regular reporting to the VP…