Private Cloud Service Delivery Manager

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

📋 Description

• Oversee the overall operational responsibilities for Private Cloud, network, and AI Platform service delivery.

• Ensure that Service Level Agreements (SLAs) are met across all relevant service tiers.

• Manage the lifecycle of compute and virtual machines across both the Austin Data Center and the San Angelo Data Center.

• Deliver AI Platform services when the optional sovereign AI Platform is in use.

• Direct daily incident and problem management activities, including Tier 2 and Tier 3 support.

• Oversee the fulfillment of the ServiceNow service catalog.

• Ensure the accuracy of the Configuration Management Database (CMDB) and configuration management.

• Facilitate service delivery across the Private Cloud, network, compute, storage, cloud, and AI/GPU environments as needed.

• Monitor operational performance to guarantee compliance with contractual service levels.

• Collaborate with other service delivery teams and vendors within the MSI/multi-vendor operating model.

• Promote continuous improvements in service management and operational processes.

⛳️ Requirements

• A minimum of 12 years of experience, which may include supervisory or managerial roles.

• At least 7 years of experience in private cloud or enterprise data center managed services operations.

• Practical experience with VMware vCenter/vSphere or a similar hypervisor platform.

• Background in managing tiered storage environments, such as SAN/NAS, alongside compute environments.

• Knowledge of ITIL-based service management operations.

• Experience managing infrastructure within a government or regulated environment.

• Familiarity with the ServiceNow ITSM platform.

• Experience working within MSI/multi-vendor government IT delivery frameworks.

• Proven experience with incident management, problem management, SLA management, and enterprise service delivery.

• Excellent operational leadership and communication abilities.

• VMware Certified Professional (VCP) or an equivalent certification is required.

• Must be a U.S. Citizen.

• Must be capable of obtaining and maintaining the necessary agency clearance.

• Preferred: Experience with AI/ML infrastructure.

• Preferred: Experience with GPU compute environments.

• Preferred: Experience in supporting cloud AI platforms.

• Preferred: Experience with sovereign AI platforms.

• Preferred: ITIL v4 Foundation certification.

• Preferred: Cloud architecture certification, such as AWS, Azure, or an equivalent.

• Preferred: Experience managing large-scale private cloud or data center environments across multiple physical sites.

• Preferred: Experience supporting state government, federal government, or other highly regulated IT environments.

• Preferred: Experience managing high-availability infrastructure with strict SLA requirements.

🏝️ Benefits

• Employees may qualify for overtime pay.

• Shift differentials may be available.

• Discretionary bonuses may be offered.