ITIL Service Delivery Manager

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

📋 Description

• Provide comprehensive ownership of designated infrastructure services, emphasizing availability, reliability, utilization, adoption, and service-level performance.

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

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

• Facilitate service reviews, track actionable items, analyze trends, and communicate service performance, risks, and priorities for improvement.

• Act as the primary contact for inquiries regarding services, operational issues, and feedback from stakeholders.

• Assist with the strategy, design, transition, operations, and lifecycle management of services.

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

• Support follow-up on incidents, conduct root cause analysis, implement corrective actions, and drive continuous improvement initiatives.

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

• Ensure that assigned services meet the agreed-upon service levels and operational targets.

• Maintain accuracy and currency of service reporting, documentation, risks, and improvement actions.

• Manage issues through to resolution and provide timely communications to stakeholders.

⛳️ Requirements

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

• Proficient understanding of ITIL practices and principles of service management.

• Experience in supporting infrastructure services such as servers, networks, storage, cloud platforms, or similar technologies.

• Proven experience in coordinating efforts across technical teams and business stakeholders.

• Ability to interpret service metrics, identify patterns, and convert findings into actionable insights and updates.

• Excellent written and verbal communication, organizational skills, analytical thinking, and problem-solving abilities.

• Capability to manage multiple priorities in a dynamic environment with minimal supervision.

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

• ITIL Foundation certification or equivalent practical experience is preferred.

• Familiarity with Microsoft Azure, AWS, VMware, Cisco, or similar infrastructure technologies is desirable.

• Experience in managed services, enterprise infrastructure, or shared-services environments is preferred.

• Knowledge of Agile delivery methods and DevOps practices is advantageous.

• Strong understanding of cloud capacity management.

• Proficient in forecasting and demand management.

• Experience managing capacity for Azure and AWS providers.

• Solid knowledge of capacity risk management and assessment.

• Understanding of application capacity and resilience.

• Experience with data, APIs, and capacity intelligence.

• Practical knowledge of capacity governance and controls.

• Familiarity with mitigating capacity constraints and optimizing cloud resource capacity.

• Extensive experience in communicating with executives and stakeholders.

🏝️ Benefits

• Comprehensive benefits.

• Competitive compensation packages.

• Supportive work-life balance.

• Opportunities for career growth.

• Continuous learning and development opportunities.