Cloud Service Delivery Manager

Cloud at Work

1h•$140,000 - $160,000

About The Position

The Service Delivery Manager leads day-to-day cloud service delivery and technical support operations, ensuring consistent, high-quality onboarding and support experiences for Cloud at Work clients. This role manages a team of Cloud Onboarding and Support Engineers and partners closely with Cloud Operations, Infrastructure, and Service Delivery leaders to meet service levels, resolve escalations, and continuously improve service quality. The Service Delivery Manager is accountable for team performance, operational execution, client satisfaction, and process improvement, while fostering a collaborative, customer-focused, and high-accountability culture.

Requirements

5+ years of experience in service delivery, technical support, or customer-facing IT environments.
5+ years of people leadership or supervisory experience.
Strong technical foundation in cloud-hosted environments, including:
Windows Server, RDS/RDWeb
Active Directory and Group Policy
Networking fundamentals (DNS, DHCP, VPNs, firewalls)
Monitoring, backups, automation, and performance optimization
Experience managing teams in SLA-driven environments.
Strong communication, organizational, and escalation management skills.
Familiarity with ticketing systems and ITIL-aligned support processes.

Nice To Haves

Experience supporting ERP application hosting (e.g., Sage).
Microsoft certifications (Azure, Windows Server, M365).
Experience with automation, scripting, or cloud management platforms.
Background in multi-tenant hosted environments.

Responsibilities

Lead, coach, and develop Cloud Onboarding and Support Engineers.
Set performance expectations, conduct regular 1:1s and reviews, and support career development.
Monitor workload, capacity, and ticket volume to ensure SLAs and KPIs are met.
Promote collaboration, knowledge sharing, and cross-training.
Oversee daily cloud support and onboarding operations, ensuring timely triage and resolution.
Manage ticketing workflows, escalations, and adherence to service standards.
Ensure best practices are followed for cloud hosting, monitoring, incident response, and documentation.
Partner with Service Delivery and Program Management teams to align support with client and project needs.
Act as the primary escalation point for complex or high-impact issues.
Ensure clear, timely client communication during incidents and escalations.
Identify recurring issues and drive long-term solutions and service enhancements.
Implement and refine operational processes, SOPs, and knowledge base content.
Track and report on service metrics (SLAs, ticket trends, response/resolution times, CSAT).
Lead root cause analysis and continuous improvement initiatives.
Collaborate cross-functionally on tooling and system enhancements.
Adapt to evolving business needs and take on new initiatives as needed.
Champion change and continuous improvement across team operations.

Benefits

Health and Welfare (Medical, Dental, Vision)
Accident, Critical Illness, and Hospital Indemnity
Employee Assistance Program (EAP)
Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts
Transportation and Parking Accounts
Health Savings Accounts (with company contribution)
Retirement Planning (401k with matching contribution)
Legal Benefits
Identity Theft Protection
Pet Insurance
Wellness Program Offerings
Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
8 Paid Holidays per year, including 1 floating holiday.