Cloud & Infrastructure Managed Services Leader

Cloud & Infrastructure Managed Services Leader

Join to apply for the Cloud & Infrastructure Managed Services Leader role at BDO USA
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The Infrastructure and Cloud Managed Services Delivery Manager will lead our Network & Cloud Operations Center to further drive the growth and maturity of our cloud managed services portfolio. This individual will play a critical role in designing, implementing, and supporting cloud-based services for our clients, ensuring high availability, performance, and client satisfaction.

• Designs and builds scalable cloud managed service offerings, including monitoring, backup, DRaaS, patching, and optimization services.
• Oversees implementation and lifecycle management of client cloud infrastructure (IaaS, PaaS, SaaS) across AWS, Azure, or GCP.
• Works closely with Sales, Pre‑Sales, and Solutions Architects to scope and onboard new cloud managed service clients.
• Establishes best practices and standard operating procedures for cloud service delivery and support.
• Leads and manages the 24x7 NOC team responsible for monitoring, incident response, and resolution across client environments.
• Defines and enforces SLAs, KPIs, and performance metrics for operational excellence.
• Implements proactive monitoring and automation to reduce incidents and improve response time.
• Oversees escalation procedures and ensures high‑quality service delivery.
• Acts as a key point of contact for escalations and strategic discussions related to cloud and infrastructure services.
• Collaborates with clients to understand business needs and tailor managed service solutions accordingly.
• Provides regular reporting and insights to clients on service performance, incidents, and improvements.
• Ensures alignment with ITIL, ISO, SOC, and other relevant frameworks or compliance standards.
• Develops and maintains runbooks, documentation, and playbooks for all services.
• Leads problem management and root cause analysis for recurring issues.
• Other duties as required.
• Hires, mentors, and grows a high‑performing Infrastructure and cloud operations team.
• Conducts regular performance reviews, training, and knowledge‑sharing sessions.
• Fosters a culture of continuous improvement, accountability, and innovation.

• High School Diploma or GED required;
  Bachelor’s degree in Information Technology or Computer Science preferred.
• Six (6) or more years of experience in IT operations, NOC, or cloud infrastructure management.
• Three (3) or more years in an IT leadership or managerial role.
• Three (3) or more years of hands‑on experience with Microsoft Azure, AWS, or Google Cloud Platform.
• Two (2) or more years of experience building or managing cloud managed services offerings.
• Experience in networking, virtualization, system administration, and Dev Ops practices.
• Experience with monitoring tools (e.g., Datadog, Solar Winds, Zabbix), ticketing systems (e.g., Service Now, Connect Wise), and automation platforms.
• Experience in a managed service provider (MSP) environment preferred.
• Strong leadership and team management capabilities.
• Excellent communication and client‑facing skills.
• Strategic thinking with the ability to drive change and innovation.
• Detail‑oriented with strong organizational and problem‑solving skills.
• Knowledge of compliance and regulatory frameworks (HIPAA, SOC 2, ISO 27001, etc.).

• Microsoft Operating Systems suite of products such as:
  Office 365, Active Directory, Azure, Exchange, Windows Server.
• Remote Management or Monitoring/Observability Solution Software (e.g., N‑Central, Auvik, PRTG, Nagios, Net Flow).
• Forti
  
  OS or other Firewall Software Experience.
• Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc.) preferred.

• ITIL V3/V4 preferred.
• Cloud certifications (e.g., Azure Administrator, AWS Certified Solutions Architect, GCP Professional) preferred.

The annual allocation to the ESOP is fully funded by BDO through investments in company stock and grants employees the chance to grow their wealth over time as their shares vest and grow in value with the firm’s success, with no employee contributions. The ESOP stands as a compelling addition to our comprehensive compensation and Total Rewards benefits offerings.

Benefits may be subject to eligibility requirements.

BDO USA, P.A. is an EO employer M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.