Job Description
We are looking for a Service Delivery Manager to oversee day-to-day Cloud Operations, ensuring reliable service delivery across incidents, changes, and projects. This role partners with clients and technical teams to manage escalations and drive SLA compliance.
- Lead day-to-day Cloud Operations service management, including Request, Incident, Problem, Change, and Project Management, ensuring SLA and contractual compliance.
- Serve as the primary escalation point and Incident Manager, including off-hours on-call support and coordination of major incidents, releases, and implementations.
- Oversee problem management by driving root cause analysis, corrective action planning, and execution with technical teams.
- Lead cloud infrastructure implementation and maintenance projects, coordinating operational readiness and change communication with internal teams and clients.
- Monitor SLAs and KPIs, manage operations documentation and deliverables, and support risk, issue, and project management activities to ensure quality and compliance.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- 5+ years of relevant business experience managing infrastructure operations.
- Proven experience leading cloud infrastructure implementation and ongoing operations.
- Experience supporting and managing external customer and account relationships.
- Strong written, verbal, and presentation skills with the ability to actively listen.
- Ability to clearly communicate complex technical concepts to non-technical stakeholders.
- Strong analytical and problem-solving skills, with experience developing and executing corrective action plans.
Nice to Have Skills & Experience
- PMP/ITIL (or similar) certification with experience delivering managed or outsourced IT services, including client-facing responsibilities.
- Strong technical familiarity with AWS, networking, Unix, middleware, Atlassian/DevOps tools, and fast-paced Agile/SDLC environments.
- Knowledge of the Social Services industry and experience operating within outsourced or managed services models.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.