Senior Manager, Global Cloud Operations

Job Description

We are seeking an experienced and globally-minded Senior Manager – Global Cloud Operations to lead a distributed team of cloud operations engineers across North America, EMEA, and APAC. This role serves as the operational backbone of MiTek’s Cloud Center of Excellence (CCoE), responsible for delivering ITIL-aligned Service Operations functions across both internal enterprise and commercial-facing cloud environments.
The ideal candidate is a disciplined operations leader with deep Microsoft Azure expertise and a proven track record managing geographically dispersed teams across multiple time zones. This individual will own end-to-end service operations — from incident response and problem resolution to request fulfillment and change governance — ensuring high availability and operational excellence across MiTek’s cloud estate.

Job Responsibilities & Requirements

A Brief Overview

Leadership & Global Team Management

• Lead, mentor, and develop a globally distributed team of cloud operations engineers spanning NA, EMEA, and APAC, fostering a collaborative, high-performance culture across time zones.
• Establish clear team structures, on-call rotations, and escalation paths to ensure follow-the-sun coverage for critical cloud services.
• Partner closely with CCoE leadership, application teams, cybersecurity, and IT leadership to ensure seamless service delivery across all regions.

Service Operations

• Own and drive all core Service Operations disciplines, including Incident Management, Problem Management, Change & Release Management, and Request Fulfillment.
• Lead the Major Incident Management process, including war room protocols, executive communication cadences, and post-incident reviews (PIRs).
• Drive Problem Management discipline, ensuring root cause analysis (RCA) processes are rigorous, known errors are documented, and recurring issues are systematically remediated.

Service Level Management

• Define, maintain, and report on Service Level Agreements (SLAs) and Service Level Objectives (SLOs) for both internal and commercial-facing cloud services.
• Establish and operate operational dashboards and reporting cadences to provide leadership with visibility into service health, incident trends, and request queue performance.
• Drive a culture of accountability around service commitments, continuously identifying and addressing operational gaps before they impact customers or the business.

Cloud Operations & Toolchain Management

• Oversee the cloud operations toolchain, including Azure Monitor, Log Analytics, Microsoft Sentinel, Nerdio, Azure DevOps (ADO), HashiCorp Terraform, and Packer.
• Partner with the Cloud Architecture & Design team to ensure operational readiness is built into new services before they enter production.
• Continuously improve automation maturity and runbook quality to reduce manual toil, lower mean time to resolution (MTTR), and increase team scalability across time zones.

Leadership Responsibilities

• Responsible for the professional development of team members, playing a key role in guiding, coaching, and providing constructive feedback to support team members in reaching their full potential.
• Create a supportive and inclusive work environment that encourages collaboration, respects diverse perspectives, and empowers team members to excel in their roles.
• Actively work to eliminate barriers to inclusion and ensures that all team members have equal opportunities for growth and contribution.

Qualifications

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Experience:

• Minimum 8 years of IT experience, with a strong background spanning cloud operations and service management disciplines.
• Minimum 3 years of experience managing geographically distributed teams
• Strong experience with Microsoft Azure in an operations capacity at enterprise scale.
• Proven ability to maintain SLAs for both internal and commercial-facing cloud services.

Technical Skills & Knowledge:

• Azure Cloud Services — Compute, Networking, Storage, Policy and Governance.
• ITSM Platforms — ServiceNow (Incident, Problem, Change, CMDB).
• Observability & Monitoring — Azure Monitor, Log Analytics, eG Innovations.
• Virtual Desktop & Endpoint Operations — Nerdio (Azure Virtual Desktop management)
• Infrastructure-as-Code & Automation — HashiCorp Terraform, Packer, ADO
• ITIL Framework — Understanding of ITIL Service Operations
• Excellent communication, cross-cultural collaboration, and stakeholder management skills, with the ability to operate effectively across geographies and seniority levels.

Preferred Certifications

• ITIL 4 Foundation — Preferred
• Microsoft Certified: Azure Fundamentals // AZ-900 — Preferred
• Microsoft Certified: Azure Administrator Associate // AZ-104 — Preferred

Soft Skills

• Advanced communication skills used to lead a team.
• Critical thinking and problem-solving abilities and a high attention to detail.
• Ability to navigate within varying degrees of ambiguity in a fast-paced environment.

Additional Requirements

• 5% Travel for meetings with other company departments for collaboration.

Physical Demands
This role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role.

MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources at +1 314-434-1200.

www.mii.com