We are seeking an experienced and dynamic Cloud MSP Manager to join our growing team. This leadership role is pivotal in ensuring the successful delivery of cloud managed services across multiple clients while serving as a trusted extension of senior management. The Cloud MSP Manager will foster transparency, trust, and proactive engagement between client teams, delivery operations, and ZS leadership. In addition, the role will help identify and nurture partnership opportunities that align with ZS's long-term growth.
What You'll Do
Client Management
- Serve as the primary point of contact for assigned clients; build trust and ensure expectations are consistently met or exceeded.
- Maintain strong client relationships through proactive communication and high-touch service delivery.
- Translate client needs into structured deliverables, working closely with internal teams to execute effectively.
Service Delivery Oversight
- Lead the delivery of cloud-based services across multiple accounts in alignment with service-level agreements (SLAs) and quality standards.
- Monitor operational metrics and ensure consistent performance through corrective and preventive actions.
- Manage team workloads, resource allocation, and scheduling to optimize client outcomes.
Team Collaboration & Senior Management Support
- Align with senior leadership on strategy, priorities, and standards for operational excellence.
- Maintain full visibility into project status, escalations, and new opportunities; proactively keep senior management informed.
- Act as a decision-making proxy for senior leadership during offshore hours, while looping in leadership for critical input as needed.
- Champion collaboration, transparency, and communication across cross-functional teams.
Business Growth & Partnerships
- Leverage existing networks to introduce new contacts and potential partners to ZS leadership.
- Support business expansion efforts through relationship-building and proactive stakeholder engagement.
- Represent ZS in external engagements to promote trust, expertise, and long-term collaboration.
Operational Excellence
- Lead implementation of best practices, tools, and documentation for consistent service delivery.
- Identify and implement process improvement opportunities across the delivery lifecycle.
- Ensure adherence to compliance, security, and industry regulations (e.g., GDPR, HIPAA, ISO 27001).
Incident Management & Problem Solving
- Oversee incident resolution by coordinating internal teams and external partners.
- Establish robust incident management frameworks to reduce downtime and client impact.
Reporting & Analytics
- Deliver actionable reports and dashboards to leadership detailing client satisfaction, SLA metrics, and service efficiency.
- Use data to drive continuous improvement initiatives and inform strategic decision-making.
What You'll Bring
- Experience: 1015 years in cloud service management, including leadership roles with multi-client or MSP environments.
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field. A Master's degree or certifications (e.g., AWS Certified Solutions Architect, Azure Solutions Architect) are a plus.
- Technical Expertise: Strong background in cloud platforms, preferably AWS, with deep knowledge of cloud-native services and deployment models.
- Leadership: Proven track record managing cross-functional teams and delivering results in dynamic, high-stakes environments.
- Strategic Acumen: Ability to align service delivery with long-term business goals; skilled in problem-solving and decision-making under ambiguity.
- Communication Skills: Excellent verbal and written communication; comfortable interfacing with senior executives and technical stakeholders alike.
- Security Awareness: Familiarity with cloud compliance and regulatory standards, including GDPR, HIPAA, and ISO 27001.
- Agility: Comfortable managing competing priorities and working in fast-paced environments with evolving requirements.
