IT Service Delivery Manager - ITIL, Cloud

- Manage daily operations of field services to guarantee high-quality service delivery - Oversee ticket queues, priorities, and service level agreements (SLAs), intervening proactively when necessary - Conduct weekly operational reviews, identifying patterns and implementing actionable insights - Arrange scheduling and changes to minimize disruptions for clients - Lead major incident responses, coordinating with technicians and internal teams - Ensure effective issue triage with an understanding of business impact - Facilitate post-incident analyses and spearhead improvements to avoid recurrence - Mentor and support a team of field technicians in their development - Hold team huddles to eliminate obstacles and maintain focus on key priorities - Engage in hiring, onboarding, and mentoring of new team members - Ensure consistent skills coverage and promote cross-training for professional development - Oversee capacity planning, scheduling, and after-hours on-call duties - Seek opportunities to refine workflows, tools, and processes without adding complexity - Assess service quality through feedback, ticket reviews, and customer satisfaction metrics - Maintain transparent communication within the team, sharing updates and insights effectively