Cloud Service Delivery Manager

Overview

We Are Hiring

• Department: Infrastructure
• Schedule: Full-time, 8 hour day shift, Monday - Friday
• Location: Remote
• Salary: $118,129.00 - $159,821.00 per year
• Eligible for an annual bonus incentive.

What You Will Do

Role Purpose

The Cloud Service Delivery Manager is accountable for the public cloud infrastructure environment supported by Managed Service Providers (MSPs) and/or Cloud Operations teams. This individual ensures that services are delivered effectively to meet or exceed business expectations while balancing quality, risk, and cost. The role requires strong vendor management, IT service delivery expertise, and leadership in cross-functional collaboration.

Key Responsibilities

• Service Delivery
  • Monitor and ensure delivery of services within agreed service levels and contractual obligations.
  • Oversee daily, weekly, and monthly service reviews; approve and validate review materials for accuracy.
  • Proactively track and measure service performance and metrics, ensuring issues are documented, resolved, and communicated effectively.
  • Validate adherence to corporate architectural guidelines, standards, and risk/security policies.
  • Approve service improvement plans, capacity planning reports, and root cause analyses for systemic issues.
  • Identify opportunities to optimize MSP portfolios and leverage existing services for improved business outcomes.
  • Act as the escalation point for significant incidents affecting infrastructure and service availability.
  • Represent Service Delivery in governance meetings, including Infrastructure PMO Oversight.

• Incident & Major Incident Management
  • Serve as an escalation point for significant incidents and coordinate resolution efforts.
  • Join and actively manage bridges for Major Incidents (MIBs), particularly those impacting hospitals or national services.
  • Ensure incident communications follow established playbooks and that ServiceNow records are accurate and complete.
  • Participate in after-hours on-call rotation for critical incident management.

• Service Level Management
  • Negotiate, review, and enforce SLAs with vendors and MSPs.
  • Monitor SLA performance, ensuring accountability for consistent delivery.
  • Assess service management processes and recommend modifications to improve efficiency and reliability.

Financial Management (in collaboration with FinOps)

• Reviews vendor/MSP invoices for accuracy, partners with FinOps to resolve discrepancies, and ensures costs align with budgets and forecasts.
• Provides service delivery insights to improve cost transparency for business partners.
• Ensures financial data related to service delivery is accurate and aligned with strategic objectives.
• Recommends technology or process improvements that enhance IT value and may reduce delivery costs.

Governance, Risk & Compliance

• Ensure compliance with organizational risk management policies and IT security standards.
• Manage waiver and CEP exemption reviews and approvals.
• Oversee technology lifecycle management for infrastructure components.
• Drive audit readiness and follow-up for customer survey investigations and compliance assessments.

Vendor & Resource Management

• Manage MSP onboarding/offboarding in HR and vendor systems (PeopleSoft, Beeline, SailPoint).
• Oversee account provisioning, expirations, and access management (including CyberArk and privileged account standards).
• Build strong vendor relationships, fostering accountability, transparency, and collaboration.

Leadership & Communication

• Communicate effectively across all levels of the organization, including executives, business stakeholders, and technical SMEs.
• Facilitate conflict resolution and negotiations with MSPs and internal teams.
• Demonstrate urgency, accountability, and proactive problem-solving.
• Write clearly and tailor communications to the appropriate audience.
• Build trust, collaboration, and alignment with organizational values and culture.

Ideal Qualifications

• 5+ years of IT service delivery management, including direct oversight of MSPs.
• ITIL v4 Foundation certification.
• Strong experience in vendor management, contract/SLA negotiation, and service level management.
• Proven financial acumen in IT budgeting, forecasting, and cost transparency.
• Experience leading cross-functional teams in service delivery and incident management.
• Bachelor’s degree in Computer Science, Engineering, or related field.
• 3+ years of leadership or management experience.
• Healthcare provider industry experience.
• Certification credentialed from the International Association of Information Technology Asset Managers (IAITAM).

Key Competencies

• Strong leadership and interpersonal skills.
• Ability to manage complex vendor relationships and cross-functional teams.
• Excellent written and verbal communication, negotiation, and influencing skills.
• Proactive, adaptable, and able to manage competing priorities.
• Demonstrated ability to drive service improvement, cost efficiency, and value delivery.

What You Will Need

Education:

• High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.
• 3 years of leadership or management experience preferred.

Additional Preferences

No additional preferences.

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When you join Ascension, you join a team of over 134,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.

Equal Employment Opportunity Employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

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Benefits

• Paid time off (PTO)
• Various health insurance options & wellness plans
• Retirement benefits including employer match plans
• Long-term & short-term disability
• Employee assistance programs (EAP)
• Parental leave & adoption assistance
• Tuition reimbursement
• Ways to give back to your community

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance, location and salary range at the time of the offer.