Technical Onboarding & Service Delivery Manager

Summary

Join DuploCloud as a Technical Onboarding & Service Delivery Manager and play a critical role in the Customer Success organization, owning the delivery of onboarding projects and managing ongoing managed services engagements for high-ARR customers. You will manage technical onboarding from contract to production, ensuring operational excellence and a smooth customer experience. Responsibilities include leading technical onboarding, building project plans, managing timelines, overseeing managed DevOps services, maintaining SLA adherence, and collaborating with various teams. The ideal candidate possesses 5+ years of experience in technical project management, a strong understanding of cloud platforms and DevOps practices, and excellent communication skills. DuploCloud offers a competitive salary, equity, full benefits, and a flexible work environment.

Requirements

• 5+ years of experience in technical project management, onboarding, or managed cloud/DevOps services
• Strong understanding of cloud platforms (AWS, Azure, GCP), DevOps practices, CI/CD pipelines, infrastructure automation, and networking
• Experience driving onboarding and operational delivery in a B2B SaaS or cloud-native company
• Strong organizational and communication skills, with a bias for action and accountability
• Proven ability to manage multiple customers and priorities in a fast-paced environment
• Experience working with high-value enterprise or mid-market customers

Responsibilities

• Lead technical onboarding for new customers, aligning project delivery with DevOps and infrastructure goals
• Build project plans, manage timelines, and coordinate technical setup across cloud environments (AWS, Azure, GCP)
• Support delivery of key onboarding KPIs, especially time to value and production-readiness
• Act as the central point of contact for all onboarding efforts, communicating progress and risks to stakeholders
• Oversee ongoing Managed DevOps services for high-ARR clients, including patching, monitoring, upgrades, and compliance support
• Maintain SLA adherence and deliver repeatable, consistent value on a monthly or quarterly basis
• Coordinate technical teams and resources to execute service requests, incident resolution, and proactive maintenance
• Drive continuous improvement in service delivery through feedback loops and process optimization
• Partner with Customer Success Managers, Support, Engineering, and Product teams to ensure a unified customer experience
• Identify blockers to delivery and proactively resolve them with internal teams
• Provide regular reports on delivery status, KPI tracking, and customer impact

Preferred Qualifications

• Familiarity with Kubernetes, Terraform, IAM, and cloud-native monitoring/logging tools
• Exposure to compliance frameworks like SOC 2, HIPAA, or PCI
• Certifications like PMP, CSM, or ITIL are a plus
• Background in DevOps or cloud engineering (a strong plus, but not required)

Benefits

• Competitive salary, equity, full benefits, flexible work environment
• Remote flexible work options
• Employee assistance program (EAP)
• Medical, dental & vision benefits supplement
• Life & supplement life and Critical illness insurance
• Health Savings Account (HSA), Flexible Savings Account (FSA)