Cloud at Work

Cloud Service Delivery Manager

Cloud at Work

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $140,000 - $160,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AzureCloudDNSERPFirewalls

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
cloud-hosted environmentsWindows ServerRDS/RDWebActive DirectoryGroup PolicyNetworking fundamentalsmonitoringbackupsautomationperformance optimization
Soft skills
leadershipcoachingcommunicationorganizational skillsescalation managementcollaborationknowledge sharingproblem-solvingadaptabilitycontinuous improvement
Certifications
Microsoft AzureMicrosoft Windows ServerMicrosoft M365