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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. #J-18808-Ljbffr Resolve Tech Solutions, LLC