BDO USA, LLP
Infrastructure & Cloud Managed Services Delivery Manager
BDO USA, LLP, Oak Brook, Illinois, United States, 60523
Job Summary:
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. Job Duties:
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 Supervisory Responsibilities:
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 Qualifications, Knowledge, Skills, and Abilities:
Education High School Diploma or GED, required Bachelor's degree in Information Technology or Computer Science, preferred Experience 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 Experience in a managed service provider (MSP) environment, preferred Software: 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 Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc.), preferred Licenses/Certifications: ITIL V3/V4, preferred Cloud certifications (e.g., Azure Administrator, AWS Certified Solutions Architect, GCP Professional), preferred Language: N/A Other Knowledge, Skills, & Abilities 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.) Keywords:
Network Operations Center, NOC, Manager, Azure, Service Delivery, Lead, Active Directory, AD, IT Solutions, Professional Services, Service Desk Lead, Escalate, Facilitate, Supervise. Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography. National Range: $125,000 - $150,000 Maryland Range: $125,000 - $150,000 NYC/Long Island/Westchester Range: $125,000 - $150,000
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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. Job Duties:
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 Supervisory Responsibilities:
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 Qualifications, Knowledge, Skills, and Abilities:
Education High School Diploma or GED, required Bachelor's degree in Information Technology or Computer Science, preferred Experience 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 Experience in a managed service provider (MSP) environment, preferred Software: 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 Complimentary experience with Microsoft Windows systems and other network adjacent systems (VoIP, SAN, Hypervisors, etc.), preferred Licenses/Certifications: ITIL V3/V4, preferred Cloud certifications (e.g., Azure Administrator, AWS Certified Solutions Architect, GCP Professional), preferred Language: N/A Other Knowledge, Skills, & Abilities 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.) Keywords:
Network Operations Center, NOC, Manager, Azure, Service Delivery, Lead, Active Directory, AD, IT Solutions, Professional Services, Service Desk Lead, Escalate, Facilitate, Supervise. Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography. National Range: $125,000 - $150,000 Maryland Range: $125,000 - $150,000 NYC/Long Island/Westchester Range: $125,000 - $150,000
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