Lead global cloud and SaaS operations to ensure availability, performance, incident response, and compliance. Manage distributed engineering, NOC, and incident teams; drive operational maturity, automation, cost optimization, vendor management, and cross-functional partnership with Security, Product, and Support.
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.
Qualifications
- 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.
- Demonstrated experience using generative AI tools (e.g., ChatGPT, Copilot, Claude, Gemini) to improve productivity, decision‑making, or problem solving in a professional or personal context.
- 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).
At Model N, your well-being and growth matter. That’s why we offer a robust total rewards package designed to help you thrive personally and professionally. Our benefits include:
- 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.
At Model N we offer fair, equitable and competitive salary ranges for all positions. Compensation varies depending on factors that may include a candidate’s relevant experience, education and/or certifications, location, training, and other skills.
The base salary for this position will be $178,000 - $270,000. If your salary expectations are outside of this range, feel free to apply and discuss your expectations with our recruiters. We are constantly opening up new positions and you might match another opening at a different level.
About Model N
Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-added services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world’s leading companies across more than 120 countries. For more information, visit www.modeln.com.
Equal Opportunity Statement
Model N values diversity at our company and is proud to be an equal opportunity employer. Model N considers qualified applicants without regard to race, ethnicity, religion, creed, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Please reference https://www.eeoc.gov/employers/eeo-law-poster for more information.
For US applicants, Personal Data processed in connection with candidate evaluation and decision-making, onboarding, and continued employment at Model N will be done in accordance with the Model N HR Privacy Policy found at http://www.modeln.com/applicant-and-employee-privacy-notice/
Top Skills
AI
Automation
AWS
Cloud Cost Management
DevOps
Gdpr
Incident Management
Iso 27001
Itil
Multi-Cloud
Noc
Observability
Soc 2
Sre
Model N San Mateo, California, USA Office
777 Mariners Island Blvd, , San Mateo, CA, United States, 94404
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