| Job Information |
〇ポジション： Microsoft Cloud Managed Service Manager
〇募集条件： Microsoft Cloud環境（Entra ID、M365、Intune）に精通し、導入および管理・運用の経験がある人材。また、Managed Serviceの運用・管理を担える人材。
〇給与レンジ：$140K – 150K/ year
〇FLSA Status: Exempt
〇勤務地：Manhattan, NY
〇日本語能力： Preferred
〇Visaスポンサー：なし
＜Summary:＞
Lead the end-to-end delivery and day-to-day management of Microsoft Cloud Managed Services across Entra ID, Microsoft 365, and Intune, coordinating service desk, engineering, security, and vendor resources to ensure reliable and effective service delivery.
＜Required Competencies＞
Service Leadership: Ability to lead end-to-end managed service delivery across Microsoft Entra ID, Microsoft 365, and Intune while coordinating L1, L2/L3, Security/SOC, and external support resources.
Customer & Stakeholder Management: Strong ability to build trusted relationships with customers, business stakeholders, technical teams, and vendors, and communicate service performance and issues effectively.
Service Delivery & Governance: Demonstrated ability to manage SLAs, KPIs, service reviews, incidents, escalations, changes, risks, and continuous service improvement.
Problem Solving & Decision Making: Ability to assess operational and technical issues, determine business impact, prioritize actions, and coordinate appropriate resolution.
Communication & Presentation: Strong written and verbal communication skills with the ability to translate technical issues into clear business-level messages for management and customers.
Collaboration & Coordination: Ability to work effectively across Service Desk, engineering, security, project management, and vendor teams.
Customer Focus: Strong commitment to service quality, customer satisfaction, responsiveness, and continuous improvement.
Commercial Awareness: Understanding of managed services cost, resource utilization, service scope, profitability, and customer expectations.
Japanese language skill(Preferable)
Knowledge and Skills
＜Required:＞
Strong knowledge of IT Service Management (ITSM) practices, including Incident, Request, Problem, Change, Service Level, and Knowledge Management.
Working knowledge of Microsoft Entra ID, including identity lifecycle management, MFA, SSPR, Conditional Access, administrative roles, and authentication.
Working knowledge of Microsoft Intune, including device enrollment, compliance policies, configuration profiles, security baselines, application deployment, and device lifecycle management.
Working knowledge of Microsoft 365, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, licensing, and Microsoft 365 Service Health.
Understanding Microsoft cloud security concepts, including Zero Trust, least privilege, identity security, device compliance, and privileged access management.
Experience managing SLAs, KPIs, service reporting, service reviews, major incidents, and customer escalations.
Knowledge of ITSM/ticketing platforms such as ServiceNow, Jira Service Management, or Zendesk.
Ability to analyze service metrics, ticket trends, operational risks, and recurring issues and develop improvement plans.
Strong documentation skills for service procedures, operational processes, runbooks, and management reports.
Strong Microsoft Office skills, particularly Excel, PowerPoint, Teams, and SharePoint, for reporting and customer communication.
Relevant Experience and Education
＜Required Education/Training:＞
5–8+ years of experience in IT service management, managed services, cloud operations, infrastructure services, or a related IT service delivery function.
3+ years of experience in a Service Manager, Service Delivery Manager, Managed Services Manager, or similar customer-facing leadership role.
Experience managing or supporting Microsoft 365, Entra ID, Intune, or Microsoft cloud-based managed services.
Experience coordinating multi-tier support organizations, including Service Desk/L1, L2/L3 engineering, Security/SOC, and external vendors.
Demonstrated experience managing customer escalations, major incidents, SLA/KPI performance, service reviews, and continuous improvement initiatives.
Experience working in an MSP, consulting firm, Systems Integrator (SI), or customer-facing IT services organization is strongly preferred.
Experience with service budgeting, resource planning, utilization, service costing, or managed-services profitability is preferred.
Bachelor’s degree in information technology, Computer Science, Information Systems, Business Administration, or a related field, or equivalent professional experience.
ITIL Foundation or higher certification is preferred.
Microsoft certifications related to Microsoft 365, Entra ID, Intune, Azure, or Security are preferred.
Project management or service management certifications such as PMP, ITIL, or equivalent are considered an advantage.
＜問い合わせ＞
Up Recruiters
347-400-9116
info@uprecruiters.com
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