Manager of Cloud operations

At Klipboard, we have introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients including wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

The Cloud Team is responsible for designing, building, and managing cloud infrastructure, ensuring its security and compliance, and optimizing cloud resources to support our customers' business needs. The Cloud Services Manager oversees the day-to-day operations and support for cloud infrastructure, ensuring the successful execution of cloud operations, aligning with business objectives, and driving continuous improvement.

• Ensure that cloud services meet customer expectations and requirements.
• Serve as a primary point of contact for customers regarding cloud-related enquiries.
• Work with other teams to help resolve customer queries and improve the customer experience.
• Identify and mitigate operational risks.
• Ensure compliance with cloud security standards and best practices.
• Take a lead role in the development and maintenance of standard operating procedures (SOPs) for cloud support activities.
• Identify and implement process improvements to enhance efficiency and effectiveness including automation.
• Document cloud infrastructure, configurations, and troubleshooting procedures.
• Monitor key performance indicators (KPIs) and identify areas for improvement.
• Drive team performance and ensure effective collaboration.
• Manage and track team performance metrics.
• Collaborate with other departments to ensure seamless operations.
• Lead and coordinate Major incident response and resolution, ensuring minimal disruption to services.
• Implement and maintain incident management processes and procedures.
• Escalate queries appropriately and ensure timely communication to stakeholders.
• Participate in industry events and conferences to stay up-to-date on the latest trends.
• Track and manage maintenance contracts for infrastructure and networks aligned to KCS hosting services.
• Track and report on supplier contract renewals aligned to KCS hosting services.
• Regular reporting to senior/exec levels.
• Contribute to HR and personnel development, training and management processes.
• Work closely and collaboratively as required with the Cloud Service Delivery Director.

• Bachelor's Degree in a related field and a minimum of 4 years+ practical work experience.
• Excellent writing, interpersonal and oral communication skills with a proven ability to write, edit and organise thoughts in a clear concise and well-organised manner.
• Experience with Process design and efficient information architecture.
• Experience in ITIL and the main processes of Incident, Problem, Change and Knowledge.
• Has a continuous Improvement Mind-set.
• Experience with root cause analysis.
• Strong Problem solving and analytical skills with a solutions-oriented approach.
• Ability to adapt to changes in business needs and work in a fast-paced environment.
• Able to analyse multiple data points to identify trends and determine the likely success of targeted interventions.
• Ability to drive strategic initiatives to improve cloud operations.
• Ability to be effective and maintain strong internal and external relationships working in a global, virtual setting.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognise the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team. Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferable skills, we would love to hear from you!