Infrastructure & Cloud Managed Services Delivery Manager

BDO USA Experienced Career Site•Oak Brook, IL

55d•$125,000 - $150,000

About The Position

The Infrastructure and Cloud Managed Services Delivery Manager will lead our Network & Cloud Operations Center to further drive the growth and maturity of our cloud managed services portfolio. This individual will play a critical role in designing, implementing, and supporting cloud-based services for our clients, ensuring high availability, performance, and client satisfaction. The ideal candidate has deep technical expertise in cloud infrastructure (AWS, Azure, GCP), NOC operations, ITIL practices, and a proven track record in building and scaling managed service offerings. Strong leadership, communication, and client engagement skills are essential for success in this role.

Requirements

High School Diploma or GED, required
Six (6) or more years of experience in IT operations, NOC, or cloud infrastructure management, required
Three (3) or years in an IT leadership or managerial role, required
Three (3) or more years of hands-on experience with Microsoft Azure, AWS, or Google Cloud Platform, required.
Two (2) or more years of experience building or managing cloud managed services offerings, required
Experience in networking, virtualization, system administration, and DevOps practices, required
Experience with monitoring tools (e.g., Datadog, SolarWinds, Zabbix), ticketing systems (e.g., ServiceNow, ConnectWise), and automation platforms, required
One (1) or more of the following, required: Microsoft Operating Systems suite of products such as: Office 365, Active Directory, Azure, Exchange, Windows Server, Remote Management or Monitoring/Observability Solution Software. Ex. N-Central, Auvik, PRTG, Nagios, NetFlow, FortiOS or other Firewall Software Experience
Strong leadership and team management capabilities
Excellent communication and client-facing skills
Strategic thinking with the ability to drive change and innovation
Detail-oriented with strong organizational and problem-solving skills
Knowledge of compliance and regulatory frameworks (HIPAA, SOC 2, ISO 27001, etc.)

Nice To Haves

Bachelor’s degree in Information Technology or Computer Science, preferred
Experience in a managed service provider (MSP) environment, preferred
Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc.), preferred
ITIL V3/V4, preferred
Cloud certifications (e.g., Azure Administrator, AWS Certified Solutions Architect, GCP Professional), preferred

Responsibilities

Cloud Managed Services Development & Delivery
Designs and builds scalable cloud managed service offerings, including monitoring, backup, DRaaS, patching, and optimization services
Oversees implementation and lifecycle management of client cloud infrastructure (IaaS, PaaS, SaaS) across AWS, Azure, or GCP
Works closely with Sales, Pre-Sales, and Solutions Architects to scope and onboard new cloud managed service clients
Establishes best practices and standard operating procedures for cloud service delivery and support
Infrastructure Management
Leads and manages the 24x7 NOC team responsible for monitoring, incident response, and resolution across client environments
Defines and enforces SLAs, KPIs, and performance metrics for operational excellence
Implements proactive monitoring and automation to reduce incidents and improve response time
Oversees escalation procedures and ensure high-quality service delivery
Client & Stakeholder Engagement
Acts as a key point of contact for escalations and strategic discussions related to cloud and Infrastructrure services
Collaborates with clients to understand business needs and tailor manages service solutions accordingly
Provides regular reporting and insights to clients on service performance, incidents, and improvements
Process & Compliance
Ensures alignment with ITIL, ISO, SOC, and other relevant frameworks or compliance standards
Develops and maintains runbooks, documentation, and playbooks for all services
Leads problem management and root cause analysis for recurring issues
Other duties as required
Hires, mentors, and grows a high-performing Infrastructure and cloud operations team
Conducts regular performance reviews, training, and knowledge-sharing sessions
Fosters a culture of continuous improvement, accountability, and innovation