Service Delivery Manager

Job Type: Long-Term Contract

Key Responsibilities

• Lead day-to-day IT service delivery and infrastructure operations across enterprise environments supporting mission-critical applications and services.
• Establish and manage ITIL-based service management processes , including Incident, Problem, Change, Request, Release, Configuration, and Service Level Management.
• Provide operational leadership for AWS cloud infrastructure , hybrid-cloud environments, enterprise servers, networks, storage, monitoring, and related infrastructure services.
• Oversee service availability, performance, capacity, reliability, and operational health of critical IT services.
• Lead Major Incident Management (MIM) activities, coordinating technical teams, vendors, stakeholders, communications, root-cause analysis, and service restoration.
• Establish and monitor SLAs, OLAs, KPIs, and operational dashboards to measure service performance and customer satisfaction.
• Drive Problem Management and Root Cause Analysis (RCA) to eliminate recurring incidents and improve service reliability.
• Govern Change and Release Management , ensuring infrastructure and application changes are properly assessed, documented, approved, implemented, and validated.
• Partner with cloud, network, security, application, database, DevOps, and service desk teams to resolve complex operational issues.
• Provide leadership for AWS cloud migration, modernization, optimization, and operational readiness initiatives.
• Ensure infrastructure and cloud services meet applicable security, availability, compliance, and operational standards .
• Establish operational procedures for monitoring, alerting, backup/recovery, disaster recovery, business continuity, and service restoration.
• Lead capacity, performance, availability, and continuity planning for enterprise infrastructure and cloud services.
• Manage relationships with technology vendors, managed service providers, and third-party support organizations.
• Review service performance trends and develop continuous improvement plans to improve reliability, efficiency, and customer experience.
• Prepare executive-level service health reports, operational metrics, incident reports, risk assessments, and improvement recommendations .
• Provide technical and operational guidance to infrastructure engineers, cloud engineers, system administrators, service management teams, and consultants.
• Coordinate infrastructure and service delivery activities across multiple teams and technology domains.
• Support procurement, vendor management, technical evaluations, statements of work, and operational acceptance activities.
• Ensure new applications and infrastructure are operationally ready before production deployment, including monitoring, support procedures, documentation, SLAs, and escalation processes.

Required Qualifications

• 10+ years of experience in IT infrastructure, service operations, service delivery, or IT service management.
• 5+ years of experience leading enterprise IT operations or service delivery teams.
• Strong experience with ITIL / IT Service Management (ITSM) processes and operational governance.
• Hands-on understanding of AWS cloud infrastructure and services .
• Experience managing hybrid cloud and enterprise infrastructure environments .
• Strong experience with Incident, Problem, Change, Release, Configuration, and Service Level Management .
• Experience with Major Incident Management and Root Cause Analysis .
• Experience defining and managing SLAs, OLAs, KPIs, service metrics, and operational dashboards .
• Strong understanding of infrastructure technologies including compute, networking, storage, databases, virtualization, security, monitoring, and backup/recovery .
• Experience working with cloud migration and infrastructure modernization programs.
• Strong vendor, stakeholder, and cross-functional team management experience.
• Excellent communication skills with the ability to communicate technical and operational issues to executive and business stakeholders.

Preferred Qualifications

• ITIL 4 Foundation or higher certification.
• AWS certification such as AWS Solutions Architect, AWS SysOps Administrator, or AWS Cloud Practitioner .
• Experience with ServiceNow or similar ITSM platforms .
• Experience with monitoring and observability tools such as Splunk, New Relic, CloudWatch, or equivalent .
• Knowledge of NIST, HIPAA, FIPS, California SAM/SIMM , or other government security and compliance requirements.
• Experience with Disaster Recovery, Business Continuity, High Availability, and Resilience .
• Experience managing large-scale enterprise infrastructure supporting high-volume or mission-critical systems.

Why Join Us?

• Innovative Environment : Work on impactful public sector projects that drive technological advancements.
• Competitive Compensation: Receive a competitive salary and benefits package that reflects your expertise.
• Professional Growth: Enjoy opportunities for career development, certifications, and continuous learning.
• Flexible Work Arrangement: Benefit from a hybrid work model that supports both remote and on-site work.