Microsoft Cloud Managed Services Manager

Cinter Career•New York, NY

1d•Hybrid

About The Position

The Microsoft Cloud Managed Services Manager oversees delivery and continuous improvement of Microsoft cloud services, including Microsoft Entra ID, Microsoft 365, and Microsoft Intune. The role works closely with customers, technical teams, security specialists, and external partners to maintain service quality, build customer relationships, lead service reviews, and manage escalations and projects. The manager leads service delivery and governance, coordinating incidents and production changes, monitoring service performance, identifying and mitigating operational, security, and capacity risks, and improving processes and automation. The position also manages projects from planning through completion, coordinating cross-functional teams, resources, risks, quality assurance, and change control to ensure delivery within agreed scope, schedule, and budget.

Requirements

5–8+ years of experience in IT service management, managed services, cloud operations, infrastructure services, or a related field.
3+ years of experience in a customer-facing leadership role, such as Service Manager, Service Delivery Manager, or Managed Services Manager.
Experience managing or supporting Microsoft 365, Entra ID, Intune, or related Microsoft cloud services.
Experience coordinating Service Desk/L1, L2/L3 engineering, Security/SOC, and external vendors.
Proven experience managing customer escalations, major incidents, SLAs/KPIs, and service improvement initiatives.
A bachelor's degree in IT, Computer Science, Information Systems, Business Administration, or a related field, or equivalent professional experience.
Experience managing IT services and coordinating technical support teams.
Ability to build strong customer relationships and manage expectations.
Knowledge of SLAs, KPIs, incident management, change management, and continuous improvement.
Ability to assess issues, prioritize actions, and drive effective resolutions.
Strong verbal and written communication skills, including explaining technical matters to business stakeholders.
Ability to collaborate with engineering, service desk, security, project, and vendor teams.
Understanding of resource utilization, service costs, and operational efficiency.
Working knowledge of Microsoft Entra ID identity lifecycle management, MFA, SSPR, Conditional Access, and authentication.
Working knowledge of Microsoft Intune device enrollment, compliance policies, security configurations, and application deployment.
Working knowledge of Microsoft 365, including Exchange Online, Teams, SharePoint Online, OneDrive, licensing, and service health.
Working knowledge of cloud security concepts, including Zero Trust, least privilege, identity security, device compliance, and privileged access management.
Working knowledge of IT service management processes, including Incident, Request, Problem, Change, Service Level, and Knowledge Management.
Working knowledge of ITSM tools such as ServiceNow, Jira Service Management, Zendesk, or similar platforms.
Working knowledge of service performance analysis, operational reporting, runbooks, and process documentation.
Working knowledge of Microsoft Office, including Excel, PowerPoint, Teams, and SharePoint.

Nice To Haves

Experience working for a managed service provider (MSP), consulting firm, systems integrator (SI), or customer-facing IT services organization.
Experience with service budgeting, resource planning, cost management, or profitability.
ITIL Foundation or higher certification.
Microsoft certifications in Microsoft 365, Entra ID, Intune, Azure, or Security.
PMP, ITIL, or other relevant project or service management certifications.
Japanese language proficiency.

Responsibilities

Oversee service quality and performance across Microsoft cloud platforms.
Serve as the primary contact for service-related matters and maintain customer relationships.
Manage customer expectations, priorities, and service escalations.
Lead regular service reviews and communicate performance results, risks, and improvement plans.
Coordinate major incidents and escalations to ensure timely resolution.
Manage production changes, including assessment, approval, communication, implementation, and documentation.
Identify operational, security, and capacity risks and coordinate mitigation efforts.
Work with security teams, Microsoft Support, and third-party vendors to resolve complex issues.
Monitor SLAs, KPIs, and overall service performance.
Prepare service reports and maintain operational procedures and documentation.
Identify recurring issues and implement process improvements and automation.
Maintain runbooks, escalation procedures, and appropriate support coverage.
Monitor workloads, resource utilization, and operational costs.
Review and maintain the scope of managed service offerings.
Manage projects from planning through completion, ensuring delivery on time, within budget, and within scope.
Define project objectives, deliverables, timelines, and resource requirements.
Coordinate cross-functional teams and allocate resources effectively.
Track project progress, manage risks, and resolve issues.
Oversee quality assurance and change control.
Provide regular project updates and recommendations to stakeholders.