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Cloud at Work · 3 hours ago

Cloud Service Delivery Manager

United States

Full-time

Remote

Senior Level

$140K/yr - $160K/yr

5+ years exp

Cloud at Work is a sister company of Net at Work providing expert services in cloud technology. The Cloud Service Delivery Manager leads cloud service delivery and technical support operations, ensuring high-quality onboarding and support experiences while managing a team and improving service quality.

Cloud ComputingCloud Data ServicesCloud InfrastructureConsultingPrivate Cloud

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

Qualification

Cloud-hosted environmentsPeople leadershipSLA managementMicrosoft certificationsERP application hostingTicketing systemsEscalation managementCommunication skillsOrganizational skillsProblem-solvingCollaboration

Required

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