Microsoft Cloud Managed Service Manager

[ Position ]

Microsoft Cloud Managed Services Manager

[ Summary ]

We are seeking a dedicated Microsoft Cloud Managed Services Manager to lead the end-to-end delivery and day-to-day management of Microsoft Cloud Managed Services across Entra ID, Microsoft 365, and Intune. In this role, you will coordinate service desk, engineering, security, and vendor resources to ensure reliable, high-quality service delivery. You will also oversee project management activities across cost, time, and scope parameters to support strategic initiative implementation and maintain sustainable service growth.

[ Essential Duties ]

・Lead end-to-end managed service delivery for Entra ID, Microsoft 365, and Intune while maintaining overall quality and consistency.

・Serve as the primary point of contact for service-related matters, building strong relationships with customers and internal stakeholders.

・Coordinate critical incident resolution, customer escalations, Microsoft Support, and third-party vendors.

・Establish operational controls, service reviews, runbooks, documentation, and change management governance.

・Monitor service workload, operational costs, resource utilization, and SLA performance; generate monthly service delivery reports.

・Identify operational, security, and capacity risks, ensuring escalation to Security/SOC and driving continuous service improvement.

・Develop detailed project plans, define scope, timelines, and resource needs, and manage project budgets from initiation through completion.

・Lead quality assurance and change control processes across project teams to ensure aligned business outcomes.

[ Working Hours / Working style ]

[ Working Location ]

New York, NY

[ Salary / Benefit ]

$140K~150K

Health, Dental, Vision insurance

PTO

Retirement plan

[ Holidays ]

Weekends, Holidays

[ Qualifications ]

・5–8+ years of experience in IT service management, managed services, cloud operations, or IT service delivery.

・3+ years of experience in a Service Manager, Service Delivery Manager, Managed Services Manager, or customer-facing IT leadership role.

・Hands-on familiarity with Microsoft 365 (Exchange, Teams, SharePoint), Entra ID (MFA, Conditional Access, Identity), and Intune (Device Enrollment, Compliance, Security Baselines).

・Strong knowledge of IT Service Management (ITSM) frameworks (Incident, Problem, Change, SLA) and ticketing platforms (ServiceNow, Jira Service Management, Zendesk).

・Demonstrated experience managing customer escalations, major incidents, SLA/KPI metrics, vendor coordination, and multi-tier support teams (L1–L3/SOC).

・Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or equivalent practical experience.

・Experience in an MSP, consulting firm, or Systems Integrator (SI) environment preferred.

・ITIL Foundation or higher certification, PMP, or relevant Microsoft certifications (Microsoft 365, Security, Azure) preferred.

・Japanese language proficiency is preferred.