About Cloud at Work

Cloud at Work, a sister company of Net at Work, provides expert services and solutions to unleash the power of our customers’ businesses. Cloud at Work is a Sage-accredited Strategic Hosting Provider as part of the #SagePartnerCloud. Designed, developed, and managed by the most experienced Sage team in North America, no one Knows Sage applications and cloud technology like we do.

Cloud at Work is the ultimate Sage Cloud experience giving you the efficiency and financial benefits of SaaS, with the confidence that your business is running in a secure and stable environment. We deliver the most scalable technology and best user experience by seamlessly leveraging your trusted Sage business partner and our years of expertise in both Sage applications and cloud hosting technology.   

About this 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.

Job Responsibilities

Team Leadership

• 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.

Service Delivery & Operations

• 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.

Client Experience & Escalations

• 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.

Process Improvement & Reporting

• 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.

Flexibility & Change Leadership

• Adapt to evolving business needs and take on new initiatives as needed.
• Champion change and continuous improvement across team operations.

Job 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.

Customer Requirements

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

Base salary range: $140,000 to $160,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: 

• 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. 

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

The Company expects to accept applications for this position until January 9, 2026 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.  

EOE/Diversity & Inclusion Statement

Cloud at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. 

Cloud at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.