I have written about the role of the product manager before. This is the person who sits between the customer demand and the infrastructure groups that build those services.
This is a good post on what it means in a SaaS model, but it applies to IaaS as well.
Development and Product management Experience Required
The VP Operations (or whatever title the job carries) is required to be a product manager of sorts, and a background in software development is almost a must. The Operations manager should be highly involved in the product roadmap and insist on having a say in defining future releases. There will be a contention between investing in Serviceability versus Functionality. Since the paying customers require more functionality, it is usually an uphill battle to gain service upgrades to the product.
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