Service Delivery Manager – IT Infrastructure, Cloud Managed Services

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

📋 Description

• Oversee managed Cloud and Infrastructure services across a variety of technology disciplines.

• Deliver first-level SRE functions, including monitoring, triage, incident response, technical coordination, and service restoration.

• Attract, develop, motivate, and retain a high-performing operations and engineering team.

• Manage the daily delivery of infrastructure and Cloud Services.

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

• Lead incidents that impact services and escalations, engaging the necessary technical resources and stakeholders.

• Foster operational accountability and ensure issues are resolved effectively.

• Identify recurring operational challenges and implement permanent corrective actions alongside engineering teams.

• Maintain staffing levels, skill sets, coverage, documentation, and operational readiness.

• Oversee relationships with clients, internal stakeholders, technology partners, and third-party suppliers.

• Confirm staffing and resource allocations align with contractual, financial, and solution demands.

• Recognize resource or capability gaps and document risks, mitigation strategies, and contingency plans.

• Advocate for automation-first operational service delivery.

• Identify repetitive support tasks, manual processes, and recurring incidents suitable for automation.

• Collaborate with engineering teams to implement automation that lessens manual workload, enhances reliability, and speeds up incident resolution.

• Monitor the advantages of automation and pinpoint additional improvement opportunities.

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

• Assess service performance, risks, resource requirements, and opportunities for improvement with account and client stakeholders.

• Assist account management and bid teams by evaluating service delivery needs, staffing assumptions, operational risks, and solution dependencies.

• Engage in governance and service review activities.

⛳️ Requirements

• Extensive experience in IT Infrastructure & Cloud operations, managed services, service delivery, or SRE.

• Prior experience leading multidisciplinary technical or operational teams.

• Proficient in managing services related to Windows, Linux, storage, backup and recovery, databases, and public cloud technologies.

• Background in automation and operational process improvement.

• Experience in handling incidents, escalations, service restoration, root-cause analysis, and continuous service enhancement.

• Strong grasp of ITIL and service management practices, encompassing Incident, Problem, Change, Event, and Service Level Management.

• Capability to translate technical challenges into business and client implications.

• Proven experience managing SLA and KPI performance in a managed services setting.

• Excellent communication, leadership, analytical, problem-solving, negotiation, organizational, and stakeholder management abilities.

• Experience with managing third-party suppliers and technology partners.

• Ability to thrive in a fast-paced environment with multiple technologies, priorities, clients, and technical teams.

• Bachelor’s degree in Information Technology, Computer Science, Business Management/Administration, or a related field, or equivalent relevant professional experience.

• At least 5 years of total experience, including 2 years in a management role.

• Familiarity with Windows Server administration, patching, availability, performance, and operational challenges.

• Understanding of Linux server administration, patching, system health, performance, and troubleshooting.

• Knowledge of enterprise backup, restore, retention, and recovery processes.

• Understanding of SAN, NAS, and enterprise storage concepts.

• Basic understanding of database availability, performance, connectivity, backup, recovery, and operational support.

• Familiarity with GCP and AWS core compute, storage, networking, monitoring, and operational principles.

• Knowledge of monitoring, event management, incident triage, alerting, observability, and service reliability.

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

• Eligibility for any necessary U.S. Government authorizations for access to export-controlled commodities and technology.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.