VP, Managed Cloud Operations

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.