Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations.
Currently we are looking for Manager, Cloud Services.
The Manager Cloud Services is responsible for leading a team that is administers and manages management of customer solutions within the Company's cloud environment. The Manager Cloud Services will lead the direction of the team to expected KPIs to ensure timely engagements to the ticketing process.
What you will be doing Define key performance indicators, goals, and team direction to provide the best support to the customer's solution in the cloud environmentEvaluate metrics of the cloud service desk team progress to set team direction for the purpose of supporting and enhancing the cloud customer experienceEnsures business continuity and support for customers in the cloud environmentEnsure cloud service resources are working within appropriate guidelines following compliance standardsContribute to and manage to approved budgetCollaborate with team members and cross departmental stakeholders in creation and coordination of mutual goalsManage and lead the direction of executing department benchmarks, protocols, and objectives. Assess employee and team performance against established quality metrics; track team performance against established metrics and hold direct reports accountable for meeting defined performance standards; provide feedback to employeesPerform all Human Resources-related managerial functions and responsibilities associated with hiring, compensation management, employment relations, and termination of employeesDevelop team members; coach employees through their personal growth in functional expertise, communication skills, and ability to effectively interact with clients and peers. Assist with identifying and developing future leaders.Operate as a thought leader among the team; contribute significantly to the overall growth and quality of the departmentServe as an escalation point for issues; provide guidance, resolve issues as necessary, and remove obstacles for teamExecute on the team's strategy and ensure team projects are completed within scope, time, cost, and qualityEvaluate, define and maintain the process and procedures used by team; Identify opportunities for process improvement and greater efficiency, and serve as an advocate for change What will make you successful Bachelor's degree or equivalent experience4+ years experience in support and People Management.4 year degree in an IT related field, or 8-10 years experience in an IT related positionStrong knowledge and experience in ITIL and ITSM FrameworksSuperior Problem solving, critical thinking, and analytical skillsSuperior collaboration skills, applied successfully within a team as well as other areasSuperior attention to detailSuperior interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of departmentSuperior Leadership, sound judgement, and business acumen skillsSuperior oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tactSuperior organizational, multi-tasking, and time management skillsSuperior facilitation and project management skillsSuperior customer service orientationSelf-motivated with follow through and attention to detailSuperior ability to handle sensitive information with discretion and tactSuperior ability to establish rapport and gain the trust of others; effective at gaining consensusAble to thrive in a fast paced, deadline driven environmentAbility to coach, mentor and provide feedback to team members in a timely mannerSuperior ability to develop, use, and deliver engaging, informative, and compelling presentation methodologiesSharp, fast learner with technology curiosity and aptitudeSuperior experience with Microsoft Operating systems and productsProficiency with Microsoft Outlook or equivalent email and calendar softwareSuperior business and technology acumenUp to 10% travel time required
Hyland’s Offering
We’re proud of our culture and take employee engagement seriously. By listening to employees’ feedback, we’re able to provide meaningful benefits and programs to our workforce.
If you would like to join the company where honesty, integrity and fairness lie in the bottom of values, where people are truly passionate about technology and dedicated to their work – connect with us!
We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
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