About the role
▶︎ Job Details: • Job Title: Microsoft Cloud Managed Services Manager • Client: IT Services • Working Location: NY • Working style: Hybrid • Employment Type: Permanent/Full-time • Salary: DOE (100-140K per yr.) + Full Benefits • Language: English & Japanese (preferred)
▶︎ What will you do: Our client is looking for an experienced Microsoft Cloud Managed Services Manager to oversee the delivery and continuous improvement of Microsoft cloud services. In this role, you will manage services across Microsoft Entra ID, Microsoft 365, and Microsoft Intune while working closely with customers, technical teams, security specialists, and external partners. This is an excellent opportunity for an IT service management professional who enjoys leading teams, building strong customer relationships, improving service quality, and managing projects in a dynamic cloud services environment.
1. Managed Services & Service Delivery Service Leadership & Customer Management ・Oversee service quality and performance across Microsoft cloud platforms. ・Serve as the primary contact for service-related matters and maintain strong customer relationships. ・Manage customer expectations, priorities, and service escalations. ・Lead regular service reviews and communicate performance results, risks, and improvement plans. Incident & Risk Management ・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. Service Governance & Improvement ・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.
2. Project Management ・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.
Required Skills & Competencies ・Service Leadership: Experience managing IT services and coordinating technical support teams. ・Customer Management: Ability to build strong customer relationships and manage expectations. ・Service Governance: Knowledge of SLAs, KPIs, incident management, change management, and continuous improvement. ・Problem-Solving: Ability to assess issues, prioritize actions, and drive effective resolutions. ・Communication: Strong verbal and written communication skills, including the ability to explain technical matters to business stakeholders. ・Collaboration: Ability to work effectively with engineering, service desk, security, project, and vendor teams. ・Commercial Awareness: Understanding of resource utilization, service costs, and operational efficiency. ・Japanese Language Skills: Preferred.
Technical Knowledge Candidates should have working knowledge of: ・Microsoft Entra ID: Identity lifecycle management, MFA, SSPR, Conditional Access, and authentication. ・Microsoft Intune: Device enrollment, compliance policies, security configurations, and application deployment. ・Microsoft 365: Exchange Online, Teams, SharePoint Online, OneDrive, licensing, and service health. ・Cloud Security: Zero Trust, least privilege, identity security, device compliance, and privileged access management. ・IT Service Management: Incident, Request, Problem, Change, Service Level, and Knowledge Management. ・ITSM Tools: ServiceNow, Jira Service Management, Zendesk, or similar platforms. ・Reporting & Documentation: Service performance analysis, operational reporting, runbooks, and process documentation. ・Microsoft Office: Excel, PowerPoint, Teams, and SharePoint.
▶︎ Required Qualifications & Skills: ・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.
Preferred ・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.