About you and the role:

Reporting to the Head of IT Operations, the Cloud Operations Manager is responsible for overseeing the day-to-day operations including health, availability, compliance and cost-effectiveness of the cloud infrastructure. Management of outsourced service provider activities including IT service levels, audit, compliance, IT controls and backup activities.

What you will be doing:

Operations Management

Function as initial point of contact and escalation for Cloud infrastructure operations.
Ensure all requests and escalations from users for service support and system changes are handled promptly and effectively monitor the key performance indicators and SLAs.
Review and develop procedures and working practices for the efficient and effective running of all tasks associated with operating and controlling the Cloud infrastructure.
Ensure that robust availability monitoring and capacity planning procedures are in place to ensure the resilience of operational services.
Work with the wider IT team and managed service provider on the delivery of IT projects and cyber security remediation activities.
Attend service reviews and carry out performance report reviews.
Assist with maturing IT service management principles including governance, policies, processes, procedures, and standards.
Identify opportunities for optimisation, automation, and process improvements.
Assist with implementation of cloud automation and optimisation initiatives.
Serve on CAB and review or approve CRs as needed.
Serve as the escalation point for IT operational concerns and significant incidents.
Ensure incidents and service requests are managed to resolution.
Assist in the planning and implementation of the infrastructure architecture including design, migration,
integration and installation.
Provide & support budgetary requirements for cloud related services.
Maintain operational RAID logs.

Audit and Compliance

Ensure monthly / quarterly / annual IT control activities are carried out and validate associated evidence in a timely manner and perform attestations.
Conduct yearly reviews of SOC reports for key suppliers, update or implement IT controls to address any exceptions that are found.
Preparation of reports on IT operational risks and controls, making sure that remediation or mitigation plans are monitored and tracked.
Maintain compliance for vendors by recording & validating performance, monthly, quarterly & annually.
Maintain Lifecycle Asset Management compliance for Azure components.

Security and Data Protection

Responsible for developing and maintaining key provider business contingency plans.
Ensure access control is implemented and maintained to ensure infrastructure is secure.
Collaborate with the security team and service providers to oversee and address security vulnerabilities effectively.

Supplier Management

Work with MSP to ensure SOWs and SLAs are carried out to agreed performance targets and outcomes.
Conduct monthly supplier service reviews as required to maintain service quality.
Function as SME during any IT service onboarding activities for business acquisitions or new suppliers.
Work with MSP to prepare service delivery reviews to senior management.
Assist with developing RFIs and RFPs and evaluating selection criteria.
Ensure that service levels for services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the suppliers are minimised.

Financial Management

Assist with cloud license and software management.
Raise purchase orders, reconcile and approve IT operations invoices and track against budget.
Analyse cloud consumption and work with wider IT team to ensure cloud cost optimisation.

Disaster Recovery

Act as secondary point of contact and escalation for DR activities including out of hours DR testing.
Provide inputs to the global IT Service Continuity and Disaster Recovery (ITSC/DR) framework, including governance, plans, policies, processes, procedures, standards and strategies.
Work with MSP to ensure Cloud resources are available to support demand for testing of IT DR & BCP services.