Job Description

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.

Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

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.

Qualifications

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.

Additional Information

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We’re a fast-paced, high-growth, people-centric company, delivering enterprise software for a great people experience, and offering our own people a host of benefits and development opportunities. Grow with us At Unit4, we offer:

• a culture built on trust - giving you freedom and autonomy to be successful.

• balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being.

• 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 Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet.

• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.

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!

Salary range: 247,382 - 291,038 PLN