Manager, Cloud Services

Our client, the top consulting company in NA is looking for Manager, Cloud Services.

Your Opportunity

Our client is currently seeking a Manager, Cloud Services to join our rapidly growing Cloud Services practice. In this position, you will play a key role in leading and growing the cloud services practice. You will work closely with our Cloud practice leader, team leads, Cloud Op Managers, partners, and practice leaders to help close new cloud business, help identify new cloud solutions, and manage client relationships. You will also oversee the day‑to‑day operations of our cloud analyst team, ensuring quality, efficiency, and compliance of all cloud services engagements.

As the Manager, Cloud Services, you will own the following responsibilities:

• Growth:
  • Be a champion for revenue and profitability growth.
  • Drive our team to close new business and safeguard renewals.
  • Provide leadership in the development and implementation of new service offerings and train the team.
  • Be the SME: keeping up to date with Microsoft offers and solutions.
• Leading in pre‑sales initiatives, including client presentations, the development of pricing models, and creating cloud proposals.
• Supervise the timely and accurate management of CRM, including client follow‑ups and sales pipeline.
• Engagements:
  • Manage high transactional cloud engagements against budget, timeline and scope.
  • Act as a customer and team escalation contact as required and provide management and guidance related to the resolution of customer satisfaction concerns.
  • Build deeper relationships with clients and assist in expanding the engagement footprint, driving additional revenue.
• Operations:
  • Managing the team and ensuring effective delivery of operations, high quality and an excellent level of customer service.
  • Act as the primary escalation point for the cloud operation and support teams.
  • Contribute to practice planning of KPIs, review profitability metrics, team efficiency and operations improvements.
• Talent:
  • Managing the cloud operations analyst team and ensuring that team members are effectively utilized.
  • On‑going mentoring and coaching of the team.
  • Fostering a sense of purpose within the team; developing short and long‑term objectives aligned with driving behaviours supporting our core values, mission and vision.
  • Interviewing and hiring new talent as the team grows.

How do we define success for your role?

• You demonstrate core values through all aspects of your work: Integrity, Respect and Collaboration.
• You understand your clients' industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality work.
• You identify, recommend, and are focused on effective service delivery to your clients.
• You share in an inclusive and engaging work environment that develops, retains and attracts talent.
• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace.
• You grow your expertise through learning and professional development.

Your Experience And Education

• Demonstrated experience managing a cloud services, sales, operations or support team.
• Experience in the technology consulting field, cloud solutions provider (Microsoft CSP) or similar and working closely with clients to drive pragmatic outcomes.
• Experience working for a Microsoft Partner, and exposure to products such as Microsoft Azure, Microsoft 365, Dynamics 365, or other cloud software vendors in one or more of the following areas: Cloud licensing, sales operations or pre‑sales.
• Experience driving results using CRM or a pipeline/sales management tool.
• Having some form of technical background (e.g. IT managed services, software development, architecture, IT infrastructure, etc.).
• Demonstrating a passion for Cloud technology/services, emerging or innovative technologies and an interest in developing your expertise in the area.
• Experience in the creation and implementation of operational procedures and continuous improvement activities is an asset.
• Excellent customer‑facing, communication and presentation skills.
• Aptitude and proven record in troubleshooting and problem‑solving skills.
• Excellent multitasking and time‑management skills.
• Strategic planning and management expertise.