Vice President, Cloud Operations

Model N is seeking a Vice President, Cloud Operations to lead the operational delivery, reliability, and performance of our global SaaS platforms. Reporting to the Chief Technical Officer, this role is accountable for day-to-day SaaS operational excellence and for translating platform and product strategy into stable, scalable, and efficient production cloud operations.

This leader will manage a global Cloud Operations teams and work in close partnership with Product Engineering, Security, Customer Support, and Services to ensure consistent, high-quality service delivery in a highly regulated SaaS environment.

Key Responsibilities

SaaS Operations Execution & Accountability

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.

Reliability, Availability & Service Performance

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

Operational Maturity & Continuous Improvement

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.

Cross-Functional Partnership

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.

Financial & Vendor Management

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.

Compliance & Risk Enablement

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.