Senior Manager, Cloud Operations Delivery

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Position Responsibilities

• Work as part of the leadership team that oversees the delivery of our SaaS solutions to ensure elevated levels of customer satisfaction. Interacting closely with established leaders in other countries to align strategies and goals.
• Function as in in-country lead for a technical account management team to provide exceptional support to our clients.
• Develop strong relationships with key stakeholders, understanding their needs and ensuing they derive maximum value from our solutions.
• Implement best practices for project management, ensuring timely and efficient delivery of services.
• Recruit, mentor, and manage a small team of leads and individual contributors, with a focus on growth and development.
• Foster a collaborative work environment and integrate the new offshore team with the global organization.
• Operate within a matrix reporting structure, ensuring transparent communication and alignment with global leadership.
• Communicate effectively with senior leadership and other global teams to ensure transparency and alignment.
• Manage the provision of new SaaS services to customers and ensure the delivery of Cloud and business projects.
• Take ownership of and lead the troubleshooting of complex technical problems and operational issues, interacting across the Cloud group and wider Deltek teams.
• Have a strong focus on Continuous Delivery, planning and managing product upgrades, patches, hotfixes, and security configuration changes with minimal downtime while looking for ways to improve the delivery process and eliminate downtime.
• Ensure successful planning and execution of customer-initiated service requests across our Cloud application services.
• Monitor system resource utilization, errors & alert trends for the purpose of problem management and capacity planning.
• Be a liaison, and champion, collaboration across multiple Deltek teams, providing a bridge between Cloud service requirements, product automation improvements and technical roadmaps.
  
  
  

Qualifications

• 5+ years’ experience of leading teams of cloud, development, or delivery engineers.
• 7+ years supporting enterprise computing platforms and systems, preferably at a Managed Services or Cloud ERP service vendor.
• Strong experience in using Agile methodologies for team projects in Jira, Azure DevOps, or similar with a passion for empowering the team to manage tasks themselves.
• Ability to interact with high-level business and IT executives in large, complex customer organisations.
• Deep Technical and operational interests and capabilities, such as Windows/Linux, MSSQL/MySQL, IIS, CI/CD, and automation technologies (e.g. Ansible, Terraform, Jenkins, etc.)
• Strong experience with public cloud providers such as AWS or OCI, and experience with cloud container services such as ECS, EKS, or AKS is a major plus.
• Advanced understanding of high availability and disaster recovery strategies.
• Experience with automated deployment technologies such as Gitlab.
• Experience with enterprise monitoring and management tools.
• Ability to work in a high-pressure, highly flexible environment against both short and long-term requirements.
• Enthusiastic about technology and solving IT operations-focused problems.
• Must be meticulous, task-driven, and have excellent communication skills; Customer service focus is key.
• Ability to collaborate effectively with staff, peers, and others inside and outside the organisation to accomplish goals and objectives.
  
  
  

Travel Requirements

No

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