Director of Cloud Operations

Summary

Join Jenzabar as the Director of Cloud Operations, leading and mentoring a high-performing cloud technical team. You will collaborate with leaders to ensure cohesive support services, cultivate strong customer relationships, and champion a customer-first culture. Responsibilities include overseeing service delivery, implementing best practices, and driving continuous process improvement. The ideal candidate possesses extensive experience leading services teams in higher education, a strong technical background, and exceptional communication skills. Jenzabar offers a flexible and dynamic work environment with competitive salary, benefits, and growth opportunities.

Requirements

• Proven experience leading a services team specifically within the Higher Education market
• Strong technical background
• A deep understanding and desire for exceptional customer service and how technology can enhance user experience
• A passion for providing exceptional support services
• A passion for mentoring and growing talent
• Excellent communication and collaboration skills
• Experience in promoting a culture of customer service and quality assurance
• 12+ years of experience overseeing a cloud or infrastructure team
• 6+ years of IT management experience in higher education
• Demonstrated experience with managing multiple complex projects in a cross functional environment
• Strategic thinking and problem solving with the ability to thrive in a fast-paced environment
• Strong stakeholder management and communication skills
• Strong organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles
• Bachelor's Degree or equivalent experience in relevant field

Responsibilities

• Lead, mentor, and grow a team of high-performing, highly skilled cloud technical resources
• Collaborate with other Jenzabar leaders to assure cohesive and collaborative support services
• Cultivate an environment that fosters relationships with our customers with the goal of improving service delivery and client satisfaction
• Champion a customer-first service culture, ensuring we exceed expectations
• Collaborate cross-functionally to align business objectives and drive best practice processes and continuously improve our services
• Oversee the delivery of services to our Cloud Services clients
• Promote customer service and quality assurance in every area of Cloud Services
• Participate in analyzing service tickets to ensure customer expectations are satisfied
• Establish and oversee standard operating procedures for all repeatable processes
• Understand upcoming/ongoing projects to help ensure they are defined, aggregated, and completed on time
• Support the process of escalating key issues, collaboratively perform root cause analysis, and present options for resolution
• Work collaboratively with the Services Leadership Team to ensure effective resource utilization and knowledge sharing is maintained
• Work closely with the leadership of Support, and other Services support teams, to identify and establish best practice methodologies and SLA’s that ensure customer satisfaction
• Oversee staff onboarding and professional development
• Provide mentoring, growth opportunities, and guidance for team members
• Adhere to performance plans and performance reviews and goal setting of team members
• Engage with the Vice President of Services by communicating and collaborating on issue resolutions and processes improvement initiatives

Benefits

• Medical Insurance
• Life Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Sick Days
• Paid Parental Leave
• Paid Holidays
• Short Term Disability
• Long Term Disability
• 401K
• Educational Assistance