Microsoft Cloud Managed Services Manager- Japanese Bilingual Preferred

PASONA NA, 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

Position: Microsoft Cloud Managed Services Manager- Japanese Bilingual Preferred

Salary Range: $140K~$150K

Work Location: Midtown NYC

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

The ideal candidate has a strong background in IT service management, customer support, and Microsoft cloud technologies.

Key Responsibilities:

Managed Services Management (80%)

• Oversee daily managed-service operations across Microsoft Entra ID, Microsoft 365, and Intune.
• Serve as the primary point of contact for customers regarding service performance, incidents, and escalations.
• Coordinate Service Desk, engineering, security, and external vendor teams to ensure effective service delivery.
• Manage SLAs, KPIs, service reviews, incident management, and change management processes.
• Monitor service quality, security risks, and operational performance, ensuring timely issue resolution.
• Prepare monthly service reports and recommend process improvements.
• Identify opportunities for automation, operational efficiency, and continuous service improvement.
• Monitor resource utilization, service costs, and support coverage.

Project Management (20%)

• Plan and manage IT projects from initiation through completion.
• Define project scope, deliverables, schedules, budgets, and resource requirements.
• Coordinate cross-functional project teams and monitor project progress.
• Communicate project updates, risks, and solutions to stakeholders.

Requirements:

• 5–8+ years of experience in IT Service Management, Managed Services, Cloud Operations, or related IT functions.
• 3+ years of experience in a Service Manager, Service Delivery Manager, or similar customer-facing leadership role.
• Working knowledge of Microsoft Entra ID, Microsoft 365, and Intune.
• Strong understanding of ITSM processes, including Incident, Problem, Change, and Service Level Management.
• Experience managing SLAs, KPIs, customer escalations, and service improvement initiatives.
• Experience coordinating multi-tier technical support teams (L1/L2/L3), security teams, and external vendors.
• Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or Zendesk.
• Strong communication, problem-solving, organizational, and stakeholder management skills.
• Bachelor's degree in IT, Computer Science, Business, or a related field, or equivalent professional experience.

Preferred Qualifications:

• Experience with an MSP, IT consulting firm, or Systems Integrator.
• ITIL, Microsoft, or PMP certifications.
• Japanese language skills are a strong plus