Vice President, Cloud Operations

Role Overview

• Own operational outcomes for Model N’s production SaaS environments, including availability, performance, incident response, and service delivery.
• Lead global Cloud Engineering, SaaS Operations, Cloud Engineering, Platform Engineering, NOC, and incident management teams, ensuring consistent execution across all regions.
• Ensure effective 24/7 operational coverage, escalation paths, and on-call models.
• Deliver against defined SLAs; monitor trends and drive corrective actions where needed.
• Lead major incident response, post-incident reviews, and root cause remediation.
• Oversee cost effective deployment and management of cloud technology at Model N with a strategic focus on cost efficiency, availability, and stability.
• Implement and refine operational processes including change management, release readiness, capacity planning, and proactive monitoring.
• Drive AI, automation and tooling improvements to reduce manual effort, operational risk, and time to resolution.
• Establish and track operational KPIs to measure effectiveness, efficiency, and customer impact.
• Serve as the primary Cloud Operations leader interfacing with Engineering, Product Management, Security, Customer Support, and Customer Success.
• Participate in customer-facing engagements and executive escalations as needed, particularly for strategic accounts.
• Communicate operational status, risks, and improvement plans to senior leadership with clarity and credibility.
• Manage SaaS Operations budgets, including cloud consumption, tooling, and managed service providers.
• Partner with Finance and Procurement to forecast spend and identify cost optimization opportunities.
• Support vendor evaluation and operational governance, aligned to broader cloud and technology strategies.
• Ensure SaaS operations consistently meet security, compliance, and audit requirements (SOC 2, ISO 27001, GDPR, etc.).
• Partner with Security and Compliance teams to operationalize controls and maintain audit readiness.
• Embed compliance requirements into operational processes and standard operating procedures.

Requirements

• 15+ years of experience in SaaS, cloud operations, or technology leadership roles with increasing scope.
• 5+ years leading global operations, SRE, or production support teams in a SaaS environment.
• Hands-on experience operating large-scale SaaS platforms in AWS; multi-cloud experience is a plus.
• Strong understanding of modern SaaS operational practices including SRE, DevOps, ITIL/service management, incident management, and observability.
• Proven ability to execute in complex, high-availability, and high-compliance environments.
• Experience managing operational budgets, cloud cost controls, and vendor relationships.
• Demonstrated ability to lead globally distributed teams across multiple geographies.
• Strong executive communication skills with the ability to translate technical detail into operational and business impact.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

Tech Stack

• AWS
• Cloud

Benefits

• Unlimited PTO for salaried employees – because flexibility fuels success
• Comprehensive medical, dental, and vision coverage
• Health Savings & Flexible Spending Accounts
• 401(k) with company match to invest in your future
• Volunteer Time Off (VTO) to give back to causes you care about
• Life and pet insurance for peace of mind
• Employee Assistance & Mental Health Programs
• Charitable giving opportunities
• Professional coaching and career development
• …and much more.