Cloud Engagement Operations Manager

UNIT4 NV; Wrocław; Hybrid; PLN 180,000 - 260,000; Full time

Job summary

UNIT4 NV in Poland is seeking a Cloud Engagement Operations Manager to lead our Cloud Hub Service Desk. You will oversee communications between stakeholders and Cloud Operations, ensuring cloud inquiries, service requests, and knowledge management are delivered effectively and at scale.

You will manage a team of Cloud Engagement Consultants, drive strategy, standardization, and continuous improvement across cloud engagement processes and own our AI-driven knowledge base to ensure content quality

Responsibilities

• Lead Cloud Engagement Function – Manage and develop a team of Cloud Engagement Consultants, ensuring high performance and consistent service delivery.

Job description

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 Engagement team in managing cloud-related questions, ensuring timely, accurate, and consistent responses in collaboration with Cloud Operations.
• Manage Service Request Communication – Ensure effective communication around cloud service requests, including status updates, SLA tracking, and stakeholder visibility.
• Drive Cross-Functional Collaboration – Enable effective engagement across internal and external stakeholders, fostering alignment and responsiveness.
• Lead Knowledge Base Strategy – Own and continuously improve the AI-driven knowledge repository, ensuring content quality, relevance, accessibility, and discoverability.
• Enhance Search and Content Discoverability – Drive improvements in how users find and utilize knowledge, leveraging AI and optimization techniques.
• Ensure Compliance and Security – Maintain compliance and security standards across all communication and documentation, particularly for sensitive or regulated information.
• Standardize Engagement Processes and Resources – Establish and maintain scalable, consistent processes, service catalogs, and communication materials to improve stakeholder experience.
• Oversee Training and Adoption Initiatives – Lead the development of user guides, training materials, and enablement programs to support adoption of tools, processes, and services.
• Implement Feedback and Continuous Improvement – Establish mechanisms to gather stakeholder insights and use data to drive ongoing improvements.
• Monitor Performance and Metrics – Define and track KPIs related to communication effectiveness, SLA adherence, knowledge usage, and stakeholder satisfaction.
• Maintain Domain Awareness – Stay informed on relevant technologies, cloud services, and organizational practices to ensure strategic and value-driven leadership.
• Participate in Cloud Hub Activities and Delivery – Lead and contribute to Cloud Hub initiatives, ensuring successful execution of programs and alignment across teams.