Cloud Engagement Operations Manager

Meet Unit4. With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations.

With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work.

At the heart of what we do lies a simple yet profound purpose: Improve how people work by focusing on what truly matters. — A powerful statement that enables different priorities for different people.

We’re shaping how work should feel, and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique.

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.

Experience & Background:

• Proven experience across Customer Support, Technical Support, or Cloud Operations within a SaaS, ERP, or cloud environment.
• Experience leading or overseeing L1/L2 support or engagement teams, ensuring high-quality service delivery and operational consistency.
• Solid understanding of support and cloud operations, including ticketing processes, SLAs, and stakeholder communication models.
• Hands-on experience with service management platforms such as ServiceNow, including case management, workflow configuration, and knowledge base management.
• Experience with knowledge management systems and content governance, ideally including AI-driven or self-service platforms.
• Experience working in or alongside Agile environments.
• Experience supporting cloud onboarding, migrations, or service adoption within a SaaS or cloud environment.
• Demonstrated experience collaborating with cross-functional teams, including Cloud Operations, Product, Engineering, and Customer Success.
• Proven ability to drive process standardization and continuous improvement initiatives within a service-oriented environment.

Skills & Competencies:

• Strong leadership and team management skills, with the ability to guide, support, and develop high-performing teams.
• Excellent communication and stakeholder management skills, with the ability to ensure clarity, consistency, and alignment across diverse audiences.
• Ability to coordinate, prioritize, and oversee execution across multiple workflows, stakeholders, and service streams.
• Strong operational mindset, with attention to detail and a focus on quality, scalability, and efficiency.
• Analytical mindset with the ability to interpret service metrics, identify trends, and drive improvements.
• Strong problem-solving skills, with a proactive and solution-oriented approach.
• Ability to navigate ambiguity and operate effectively in a fast-paced, evolving environment.
• Commitment to continuous improvement, with a focus on enhancing user experience, knowledge accessibility, and service delivery.

The Global Cloud Infrastructure Team is seeking a skilled a Senior Cloud Infrastructure Engineer to join our international team. As part of this dynamic team, you will play a key role in supporting our commercial offerings. Unit4 operates a sophisticated infrastructure spanning Microsoft Azure and on-premises data centers across the globe.

This role is open for candidates residing in Poland (work remotely within the country).

Qualifications

Required:

• 5+ years of hands-on experience in a relevant IT infrastructure role
• In-depth knowledge of Windows Server architecture and Active Directory
• Strong background in Microsoft Azure and Software-Defined Infrastructure
• Experience with VMware and other hypervisors, managing virtual environments.
• Proficient in PowerShell scripting
• Being flexible for work which requires to be done outside of office hours and weekend on-call supports.
• Ability to prioritize and work individually and as part of a team
• Strong troubleshooting skills including the ability to identify and resolve challenging situations
• Passion for learning technologies and curiosity for new ideas
• Strong written and verbal communication skills for working with external customers

Nice to Have:

• Microsoft certifications (always a plus!)
• Experience automating Windows environments using PowerShell or similar tools
• Familiarity with networking (VPN setups), file transfer servers, Microsoft SQL, and PKI infrastructure
• Basic Linux knowledge
• Exposure to multiple cloud providers (e.g., AWS, GCP)

Additional information

Who we are?

We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness.

We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated.

We are reimagining how work makes people feel.

What we offer?

• a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact
• balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits
• growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
• a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Our commitment to equity

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs:

• Our focus to DEI remains central to who we are
• Inclusive hiring at Unit4: Building equal opportunities for all

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries though – we'll handle it according to local privacy laws and keep your info safe. Questions? Feel free to reach out!