Cloud Service Delivery Manager
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Job Description
Service Delivery Manager leading day-to-day cloud service delivery and technical support operations at Cloud at Work. Managing a team to ensure client satisfaction and operational excellence.
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.
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.
- 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.
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.
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