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Senior Manager, Cloud Application Services


Lake Mary, FL, US

Req ID:  1662
Level of experience:  Management/Sr. Management
Remote:  Yes
Travel Required:  0%-25%

Company Profile:


Ellucian, an enterprise SaaS/Cloud Technology company disrupting the Higher Ed communityas the largest provider of ERP systems, and cloud services market. We are exclusively focused on serving Higher Education; providing flexible & scalable hybrid cloud solutions that help colleges and universities improve & enrich the education experience by providing a fresh, modern, and more connected experience for both student & faculty.Our solutions are all Cloud-ready, all tied together with a first-of-its-kind data model and technology platform.


Position Summary:    
At Ellucian, we are seeking a high caliber leader for our organization. This is an opportunity for the successful candidate to be part of our cloud leadership team, helping to drive our transformation into a world-class SAAS provider. Ideal candidate will be a high-performance manager with an extensive background leading cloud delivery technical teams on AWS infrastructure at prior software companies.  


Job Responsibilities:

The Senior Manager of Cloud Application Services is responsible for ensuring technical delivery across region to global standards. Including proper coverage and responsiveness to issues; effective skill assessments with supporting training plans; quality and completeness of customer communication and documentation; ownership of escalated items; and adherence to Cloud ITSM practices. The position will directly manage a regional team of 10-15 customer assurance leads and application administrators. 


The person in this role will drive cultural and standards adoption and participation positively for their team. The role includes leadership and management of day to day operations. Prior manager experience required. Ensure a high level of technical execution by validating teams are meeting metric requirements for responsiveness, quality and completeness. Identify gaps in execution then plan training and/or appropriate work assignment processes to fill the gaps. The manager must have senior level critical thinking skills as they apply to troubleshooting, team and work management for a region, and teams and products supported. The key skills you will use daily are leadership, time management, work management, technical troubleshooting skills, technology stack knowledge, problem solving skills, and customer service expertise.


Education and Experience:

  • B.S (Computer Science/Engineering) or equivalent preferred
  • Proven professional and technical experience in an enterprise cloud environment with a focus on customer service and technical delivery role managing and mitigating escalations


Top skills for the ideal candidate:

  • Experience supporting and managing technical engineers and/or IT staff
  • Experience managing global teams
  • Experience managing teams supporting Web Applications, Weblogic/Tomcat, Oracle RDBMS and 3rd party products in a production environment
  • Experience with Amazon Web Services
  • Experience with DevOps tools such as Jenkins, Git, and Docker
  • Experience managing a team toward defined goals, objectives and directives
  • String appetite to standardize customer deployments and experience in defining and implementing automation opportunities within an operations environment
  • Willingness to engage in process improvement and developing new efficient means of execution
  • A desire to resolve problems and not just incidents or events. Possess the tenacity to delve to the root of the problem quickly, understand why it happened, and prevent it in the future
  • Create a culture that is nimble, energized, customer centric typical in a leading SaaS company
  • Establish organizational metrics to measure and manage performance and progress
  • Strong ability to adapt and learn quickly
  • Superior verbal and written skills, excellent customer service, as well as high attention to detail


Ellucian is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.

Nearest Major Market: Orlando

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