Unit4
Information Technology And Services
CloudEngagementOperationsManager
Neural analysis suggests this role is
optimal for mid candidates.
“Cloud Engagement Operations Manager at Unit4. Skills: Cloud Operations, Service Desk, Knowledge Management, Stakeholder Management. Lead Cloud Engagement Function. Manage team Cloud Engagement Consultants”
What You'll Achieve.
Enhance transparency; Enhance efficiency; Enhance stakeholder experience; Improve stakeholder experience; Drive ongoing improvements
Industry & Context.
Solution-oriented approach
Security clearance, Background checks
What They're Looking For.
Must Have
Experience Customer Support, Experience Technical Support, Experience Cloud Operations, Experience leading L1/L2 support teams, Experience leading L1/L2 engagement teams, Solid understanding support operations, Solid understanding cloud operations, Hands-on experience service management platforms, Experience knowledge management systems, Experience content governance, Experience working Agile environments, Experience supporting cloud onboarding, Experience supporting cloud migrations, Experience supporting service adoption, Demonstrated experience collaborating cross-functional teams, Proven ability drive process standardization, Proven ability drive continuous improvement
Nice to Have
AI-driven platforms experience, Self-service platforms experience
What You'll Do.
Lead Cloud Engagement Function
Manage team Cloud Engagement Consultants
Develop team Cloud Engagement Consultants
Ensure high performance
Ensure consistent service delivery
Ensure alignment business objectives
Define communication standards
Implement communication standards
Supervise L1 Cloud Engagement team
Manage cloud-related questions
Ensure timely responses
Ensure accurate responses
Ensure consistent responses
Manage service request communication
Ensure effective communication
Provide stakeholder visibility
Enable cross-functional engagement
Foster responsiveness
Own knowledge repository
Improve knowledge repository
Ensure content quality
Ensure content relevance
Ensure content accessibility
Ensure content discoverability
Enhance content discoverability
Maintain compliance standards
Maintain security standards
Standardize engagement processes
Standardize engagement resources
Establish scalable processes
Establish consistent processes
Establish service catalogs
Establish communication materials
Improve stakeholder experience
Lead training initiatives
Lead adoption initiatives
Develop training materials
Develop enablement programs
Support adoption tools
Support adoption processes
Support adoption services
Implement feedback mechanisms
Gather stakeholder insights
Use data drive improvements
Maintain domain awareness
Stay informed technologies
Stay informed cloud services
Stay informed organizational practices
Lead Cloud Hub Activities
Contribute Cloud Hub Activities
Ensure successful execution programs
Ensure alignment across teams
How You'll Work.
Team & Collaboration
Cross-functional teams; Cloud Operations; Product; Engineering; Customer Success
Communication Scope
Clarity; Consistency; Transparency
Process & Methodology
Agile environments
Full Job Description
We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for. Read more on [our website](https://www.unit4.com/) about how we transform work and how people feel about it, so our customers and their people can thrive. We are seeking a Cloud Engagement Operations Manager to lead our Cloud Hub Service Desk function. In this role, you will oversee communication between stakeholders and Cloud Operations, ensuring that all cloud-related inquiries, service request communications, and knowledge management activities are delivered effectively, consistently, and at scale. You will lead a team of Cloud Engagement Consultants, acting as an L1 escalation point for complex issues while driving strategy, standardization, and continuous improvement across cloud engagement processes. You will also own and evolve our AI-driven knowledge base, ensuring content quality, discoverability, compliance, and alignment with business needs. In addition, you will establish and optimize processes, develop communication frameworks, and support training and adoption initiatives to enhance transparency, efficiency, and stakeholder experience across all cloud services. Key Responsibilities * Lead Cloud Engagement Function – Manage and develop a team of Cloud Engagement Consultants, ensuring high performance, consistent service delivery, and alignment with business objectives. * Own Cloud Communication Strategy – Define and implement communication standards and frameworks for cloud-related inquiries and service requests, ensuring clarity, consistency, and transparency. * Oversee Cloud Inquiries Handling – Supervise the L1 Cloud Eng
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