Hosted Services Lead

About the company

Cincom delivers some enterprise products as hosted and managed services to customers that include regulated and financial-services organizations with demanding security, availability and data-residency requirements. This is a new role to mature that hosted setup and create a dedicated function and team to provide it.

About the role

The Hosted Services Lead owns the reliability, performance, security and cost of Cincom's hosted platforms across Microsoft Azure and all partner hosting environments. Including, environment sizing and setup through to production support. They will build and lead the team that runs the Kubernetes and Docker container platforms underpinning our solutions across the product portfolio.

The role carries multiple contexts:

- Multi-product estate. Hosted platforms span Cincom's product lines, increasingly delivered on containerised infrastructure.
- Deployment-agnostic. Cincom deliberately avoids single-vendor lock-in and supports both cloud-hosted and local / protected deployments where customers require them — including the hosting of AI/ML workloads.
- Regulated customers. A high security and compliance bar, with data-residency and assurance obligations (e.g. financial-services and EU customers).
- Building from a base. The role has a clear mandate to professionalise hosted operations and grow a team, rather than inherit a finished function.

Key Responsibilities

Platform operations and hosting partners
- Own availability, reliability and performance of Cincom's hosted platforms on Azure and partner hosting, against agreed SLAs.
- Manage the technical and commercial relationship with Azure and other hosting partners — capacity, support agreements, roadmaps and escalations.
- Maintain a deployment-agnostic hosting approach that avoids lock-in and supports cloud-hosted, hybrid and local / protected models.
- Own observability across the estate — monitoring, logging, alerting and service dashboards — so issues are seen before customers feel them.
- Manage contracts between Cincom and hosting partners and customers as required

Sizing, capacity and cost
- Right-size hosted environments for each product and customer, balancing performance, headroom and cost.
- Forecast capacity against the product and customer roadmap, and plan growth ahead of demand.
- Own cloud cost management (FinOps): visibility, allocation, optimisation and budget accountability across the hosted estate.
- Establish sizing standards and reference architectures so new environments are provisioned consistently rather than bespoke each time.

Setup, provisioning and container platforms
- Own environment build and onboarding — provisioning new hosted environments and customer tenants reliably and repeatably.
- Drive infrastructure-as-code (Terraform / Bicep / ARM) and CI/CD so environments are versioned, auditable and reproducible.
- Run and mature the Kubernetes / Docker container platforms underpinning Cincom's solutions — cluster management, orchestration, scaling, upgrades and resilience.
- Standardise containerised deployment patterns across the product lines, aligned to the release lifecycle and versioning framework.

Support and incident management
- Own production support for hosted services — incident, problem and change management aligned to ITIL and the product support level policy.
- Establish on-call, escalation and major-incident processes, with clear ownership and customer communication.
- Drive root-cause analysis and continuous improvement to reduce recurring incidents and raise reliability.
- Meet and report against service levels and own the service-review cadence with internal stakeholders and customers.

Security and compliance
- Ensure hosted platforms meet Cincom's security posture and customers' regulatory requirements.
- Own data residency, segregation and protection across hosting locations, supporting frameworks such as ISO 27001, SOC 2 and UK / EU GDPR and building support against the same
- Maintain the hosting controls evidenced in security attestations and customer due-diligence, access control, backup and disaster recovery, business continuity, penetration testing.
- Partner with security, legal and compliance on DPIAs, audits and customer assurance.

Team building and leadership
- Build, structure and lead a dedicated hosted-services / platform-operations team, defining roles, hiring and developing capability.
- Establish ways of working, on-call rotations and a sustainable operating model that avoids hero culture and burnout.
- Grow container and cloud skills across the team and embed clear ownership and runbooks.
- Act as the senior point of accountability for hosted services across the portfolio and to the leadership team.

- Proven experience running production hosted / SaaS or managed-service platforms at scale, with end-to-end ownership of availability, performance and cost.
- Strong hands-on and managerial experience with Microsoft Azure (e.g. AKS, networking, storage, identity); multi-cloud or hybrid an advantage.
- Production-grade Kubernetes and Docker / container orchestration — deployment, scaling, upgrades and resilience.
- Infrastructure-as-code (Terraform, Bicep or ARM), CI/CD pipelines and observability tooling.
- Capacity planning, environment sizing and cloud cost management (FinOps).
- Incident, problem and change management (ITIL), SLA ownership and on-call leadership.
- Hosting-partner / vendor management, including commercial and contractual aspects.
- Security and compliance in regulated environments (ISO 27001 / SOC 2 / GDPR / data residency). - Demonstrable people leadership — building and growing technical teams.
- Strong stakeholder management and clear, pragmatic communication.
- Fluent English.

Desirable
- Relevant certifications (e.g. Azure AZ-104 / AZ-305, CKA / CKAD, FinOps Certified Practitioner, ITIL).
- Experience hosting AI / ML workloads, including GPU and local / protected deployment models.
- Background in enterprise B2B software or services for financial-services or other regulated customers.
- Experience across multiple hosting partners and data-residency regimes (e.g. EU).
- Familiarity with ITSM / service-management tooling.
- French is a plus.

- Independent Contractor
- Full Remote
- Working equipment provided by the company

Compensation Range
- 35K to 55K USD year base depending on the experience and evaluation along the recruiting process

Equal Opportunity Employer

PartnerOne is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

This recruitment process may use automated or artificial intelligence to screen or assess applicants.

This job posting is for an existing vacancy.