ITIL Capacity Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the daily management, performance, and ongoing enhancement of assigned infrastructure services.

• Collaborate with engineering, architecture, operations, and business stakeholders to guarantee reliable, scalable, and cost-efficient service delivery.

• Oversee end-to-end management of infrastructure services, emphasizing availability, reliability, utilization, adoption, and performance based on service levels.

• Maintain documentation for services, roadmaps, performance dashboards, operational metrics, and communications with stakeholders.

• Coordinate service activities across architecture, engineering, quality assurance, operations, product, and project teams.

• Facilitate service reviews, monitor action items, analyze trends, and communicate service performance, risks, and areas for improvement.

• Act as a point of contact for inquiries about services, operational issues, and feedback from stakeholders.

• Aid in the strategy, design, transition, operations, and lifecycle activities of services.

• Identify opportunities to enhance service quality, efficiency, scalability, and cost-effectiveness.

• Support incident follow-ups, root cause analyses, corrective actions, and initiatives for continuous improvement.

• Prepare communications regarding service releases, changes, performance updates, and improvement efforts.

• Ensure that assigned services adhere to agreed-upon service levels and operational objectives.

• Keep service reporting, documentation, risks, and improvement actions accurate and up-to-date.

• Manage issues until resolution and support enhancements in reliability, response and resolution times, customer experience, adoption, and cost efficiency.

⛳️ Requirements

• Over 3 years of experience in IT service management, infrastructure operations, service delivery, or a related domain.

• Familiarity with ITIL practices and service management principles.

• Proven experience in supporting infrastructure services such as servers, networks, storage, cloud platforms, or related technologies.

• Experience in coordinating efforts among technical teams and business stakeholders.

• Capability to interpret service metrics, identify trends, and convert findings into clear actions and updates.

• Excellent written and verbal communication skills, along with strong organizational, analytical, and problem-solving abilities.

• Ability to handle multiple priorities in a dynamic environment with minimal supervision.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.

• ITIL Foundation certification or comparable practical experience.

• Exposure to Microsoft Azure, AWS, VMware, Cisco, or similar infrastructure technologies.

• Experience in a managed services, enterprise infrastructure, or shared services environment.

• Familiarity with Agile delivery methods and DevOps practices.

• Strong understanding of cloud capacity management.

• Solid grasp of forecasting and demand management.

• Experience in managing capacity for Azure and AWS providers.

• Strong knowledge of capacity risk management and assessment.

• Clear understanding of application capacity and resilience.

• Experience with data, APIs, and capacity intelligence.

• Practical experience in capacity governance and controls.

• Knowledge of strategies for mitigating capacity constraints and optimizing cloud resource capacity.

• Extensive experience in communicating with executives and stakeholders.

🏝️ Benefits

• Comprehensive benefits package.

• Competitive salary structure.

• Supportive work-life balance.

• Opportunities for career advancement.

• Continuous learning and development opportunities.

• Commitment to equal employment opportunity.

• Strong stance against discrimination and harassment.