Head Of Cloud Support

Kerridge Commercial Systems Corp; Johannesburg; On-site; ZAR 60 000 - 100 000; Full time

Job summary

Ein etabliertes Unternehmen im Bereich ERP-Lösungen sucht einen Cloud Services Manager, der für die Überwachung der Cloud-Infrastruktur verantwortlich ist. Diese spannende Rolle umfasst die Gewährleistung der Kundenzufriedenheit, die Identifizierung von Verbesserungsmöglichkeiten und die Einhaltung von Sicherheitsstandards. Wenn Sie eine Leidenschaft für innovative Cloud-Lösungen haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie. Werden Sie Teil eines Teams, das sich für Vielfalt und Inklusion einsetzt und innovative Lösungen für Kunden weltweit bereitstellt.

Qualifications

• Mindestens 4 Jahre Erfahrung in einem relevanten Bereich.
• Erfahrung in Prozessdesign und Informationsarchitektur.

Responsibilities

• Sicherstellen, dass Cloud-Dienste die Kundenerwartungen erfüllen.
• Entwicklung und Pflege von SOPs für Cloud-Support-Aktivitäten.

Skills

Kommunikationsfähigkeiten

Prozessdesign

ITIL-Kenntnisse

Datenanalyse

Problemlösungsfähigkeiten

Education

Bachelor-Abschluss in einem verwandten Bereich

Job description

At Klipboard, we have introduced a flexible hybrid work policy where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.

Klipboard provides specialist software services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade worldwide. With extensive knowledge and experience in ERP / SaaS solutions, Klipboard's client base includes wholesalers, distributors, merchants, and retailers, ranging from small traders to multinational enterprises. Our offices are located in the UK, Ireland, The Netherlands, South Africa, Kenya, and North America. Our mission is to design and deliver high-performance integrated ERP solutions that enable our customers to source effectively, stock efficiently, sell profitably, and service competitively.

Our passion is to provide customers with a competitive advantage through flexible, industry-specific solutions, software technology advice, guidance, and expertise built over 40 years of market experience.

Great software solutions are built by great people. We pride ourselves on having the best team to deliver these solutions.

The Cloud Team

Responsible for designing, building, and managing cloud infrastructure, ensuring security and compliance, and optimizing resources to support our customers' business needs.

Cloud Services Manager (TBC)

Oversees daily operations and support for cloud infrastructure, ensuring successful cloud operations aligned with business objectives and driving continuous improvement.

Key Responsibilities:

1. Ensure cloud services meet customer expectations and requirements.
2. Serve as the primary contact for cloud-related inquiries.
3. Collaborate with teams to resolve customer queries and improve experience.
4. Identify and mitigate operational risks.
5. Ensure compliance with security standards and best practices.
6. Develop and maintain SOPs for cloud support activities.
7. Implement process improvements, including automation.
8. Document configurations and troubleshooting procedures.
9. Monitor KPIs and identify improvement areas.
10. Drive team performance and collaboration.
11. Manage performance metrics.
12. Coordinate with other departments for seamless operations.
13. Lead incident response and resolution to minimize disruptions.
14. Maintain incident management processes.
15. Escalate queries and communicate with stakeholders.
16. Participate in industry events to stay current.
17. Contribute to projects beyond main responsibilities.
18. Manage maintenance contracts and report on supplier contracts.
19. Report to senior/executive levels.
20. Support HR and personnel development.
21. Collaborate with the Cloud Service Delivery Director.

Skills, Knowledge, and Experience:

1. Bachelor's degree in a related field with at least 4 years of experience.
2. Excellent communication skills—written, interpersonal, and oral.
3. Experience in process design and information architecture.
4. Knowledge of ITIL processes.
5. Continuous improvement mindset.
6. Experience with root cause analysis.
7. Strong problem-solving and analytical skills.
8. Ability to adapt in a fast-paced environment.
9. Data analysis skills for trend identification and intervention success.
10. Ability to drive strategic cloud initiatives.
11. Effective relationship-building in a global virtual setting.
12. Strong team player with self-starting qualities.
13. Ability to multitask and prioritize dynamically.

We are committed to diversity, equity, and inclusion, fostering an inclusive workplace where differences are valued and innovation is sparked.