Service Delivery Manager – Infrastructure Operations, Workload Automation, Incident Response

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

📋 Description

• Oversee managed infrastructure and workload automation services across various technology domains.

• Provide operational leadership for the Workload Automation and Incident Response Team.

• Direct monitoring, triage, incident response, technical coordination, and service restoration efforts.

• Recruit, nurture, motivate, and retain a high-performing team in operations and engineering.

• Manage daily delivery of infrastructure, workload automation, and Incident Response Team services.

• Ensure that SLA, KPI, availability, quality, and operational performance targets are met.

• Lead service-impacting incidents and escalations effectively.

• Drive operational accountability and ensure issues are resolved through to completion.

• Identify recurring issues and collaborate with engineering teams to implement permanent corrective measures.

• Maintain staffing levels, skills, coverage, documentation, and operational readiness.

• Manage relationships with clients, stakeholders, technology partners, and suppliers.

• Coordinate support across various technologies, including Windows, Linux, backup and restore, storage, database, cloud, and other infrastructure systems.

• Advocate for proactive operations, enhanced monitoring, and automation initiatives.

• Lead enterprise workload automation and job-scheduling platforms such as Control-M, AutoSys, and Tivoli.

• Enhance workload reliability and minimize repetitive manual interventions.

• Promote automation-first service delivery and monitor operational benefits.

• Encourage standardization, documentation, knowledge management, and reusable operational processes.

• Review service performance, risks, resource requirements, and opportunities for improvement.

• Assist account management and bid teams with service delivery requirements, staffing assumptions, risks, and dependencies.

• Engage in governance and service review activities.

⛳️ Requirements

• Progressive experience in IT infrastructure operations, managed services, service delivery, SRE, workload automation, or enterprise operations.

• Prior experience leading multidisciplinary technical or operations teams.

• Proven experience managing services that involve Windows, Linux, storage, backup and recovery, database, and cloud technologies.

• BA/BS degree and 5+ years of relevant experience, or an equivalent combination of education and experience.

• Minimum of 2 years in a leadership role.

• Working knowledge of enterprise infrastructure and workload automation technologies, including Control-M, AutoSys, Tivoli, and other platforms.

• Proficient understanding of Windows, Linux, backup and restore, storage, databases, and cloud services such as OCI, AWS, and Microsoft Azure.

• Familiarity with workload scheduling concepts, dependencies, job failures, batch processing, alerting, escalation, and operational recovery.

• Understanding of infrastructure automation, scripting, orchestration, and Infrastructure as Code principles.

• Must be eligible for any required U.S. Government export-control authorizations.

• Preferred: hands-on experience with Control-M System Administration.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.