Microsoft Cloud Managed Services Lead (Entra/365/Intune)

Pasona Inc.; New York (NY); On-site; USD 140,000 - 150,000; Full time

Job summary

Pasona Inc. is seeking an experienced Microsoft Cloud Managed Services Manager to oversee the delivery and daily operations of Microsoft cloud services, including Entra ID, Microsoft 365, and Intune.

This role emphasizes strong IT service management, stakeholder coordination, and a focus on service quality. The ideal candidate will lead multi-team efforts, manage SLAs and KPIs, and drive continuous improvement while coordinating with vendors.

Qualifications

• 5–8+ years in IT Service Management or cloud operations.
• 3+ years in a service leadership or delivery role.
• Working knowledge of Entra ID, M365, and Intune.
• Strong ITSM process knowledge: Incident, Problem, Change, SLA.

Responsibilities

• Oversee daily managed-service operations across Entra ID, M365 and Intune.
• Serve as primary contact for customers on performance, incidents and escalations.
• Coordinate Service Desk, engineering, security and vendors for delivery.
• Manage SLAs, KPIs, service reviews, incidents and change processes.
• Monitor service quality, security risks and performance; drive improvements.
• Prepare monthly service reports and identify automation opportunities.
• Monitor resource use, service costs and support coverage.
• Plan and manage IT projects from initiation through completion; define scope, schedule and budgets.

Skills

IT Service Management

Managed Services

Cloud Operations

Service Delivery

MS Entra ID

Microsoft 365

Intune

SLA Management

KPI Management

Incident Management

Problem Management

Change Management

Vendor Coordination

Multi-team Coordination

Communication Skills

Stakeholder Management

Education

Bachelor's degree in IT/CS or related

Tools

ServiceNow

Jira

Zendesk

Job description

Pasona Inc. is seeking an experienced Microsoft Cloud Managed Services Manager to oversee the delivery and daily operations of Microsoft cloud services, including Entra ID, Microsoft 365, and Intune.

This role emphasizes strong IT service management, stakeholder coordination, and a focus on service quality. The ideal candidate will lead multi-team efforts, manage SLAs and KPIs, and drive continuous improvement while coordinating with vendors.