Job Title: Service Delivery Manager / Lead
Location: Sacramento, CA - Hybrid
Industry: Information Technology / Public Sector Technology
Position Overview
We are seeking an experienced Service Delivery Manager / Lead to oversee the delivery, operational performance, and continuous improvement of enterprise IT infrastructure and cloud services. The ideal candidate will have strong experience in IT Service Management (ITIL), AWS Cloud, infrastructure operations, incident/problem/change management, and service delivery governance.
The individual will work closely with technical teams, business stakeholders, vendors, and leadership to ensure that IT services are delivered reliably, efficiently, and in accordance with defined Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and service management standards.
Key Responsibilities
- Manage end-to-end IT service delivery and infrastructure operations across enterprise environments.
- Act as the primary point of coordination between business stakeholders, infrastructure teams, cloud teams, application teams, and external vendors.
- Ensure IT services meet defined SLAs, KPIs, availability, performance, and service-quality objectives.
- Lead Incident, Problem, Change, Request, and Configuration Management processes in accordance with ITIL practices.
- Monitor and manage major incidents, ensuring timely escalation, communication, resolution, and post-incident reviews.
- Drive Root Cause Analysis (RCA) and corrective/preventive actions for recurring and critical incidents.
- Oversee infrastructure services across AWS Cloud and on-premises environments.
- Coordinate with cloud and infrastructure teams on AWS services, availability, performance, security, capacity, backup, monitoring, and operational readiness.
- Support cloud infrastructure operations and service transition activities, including deployment and operational handover.
- Establish and maintain service management dashboards, operational reports, SLA reports, and performance metrics.
- Conduct regular service reviews with stakeholders and technology teams.
- Identify service risks, operational gaps, dependencies, and opportunities for improvement.
- Drive Continuous Service Improvement (CSI) initiatives to improve service reliability, efficiency, and customer satisfaction.
- Coordinate planned maintenance, infrastructure upgrades, releases, and changes while minimizing business disruption.
- Ensure appropriate documentation of SOPs, runbooks, operational procedures, service catalogs, escalation matrices, and knowledge articles.
- Manage vendor performance and ensure third-party service providers meet contractual service commitments.
- Support capacity, availability, continuity, disaster recovery, and operational resilience planning.
- Ensure adherence to organizational security, compliance, governance, and IT service management policies.
- Participate in service transition activities for new or enhanced IT services and ensure operational readiness before production deployment.
- Prepare management-level reports covering service performance, incidents, risks, trends, SLA compliance, and improvement initiatives.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 8+ years of experience in IT Service Management, Service Delivery, Infrastructure Operations, or a related discipline.
- Strong understanding and practical experience with ITIL / IT Service Management processes.
- Experience managing enterprise infrastructure and cloud-based environments.
- Hands-on understanding of AWS Cloud services and infrastructure.
- Strong experience with Incident, Problem, Change, Release, Request, and Configuration Management.
- Experience managing SLA/KPI reporting and service performance metrics.
- Experience working with cross-functional infrastructure, application, security, cloud, and vendor teams.
- Strong experience in Major Incident Management and Root Cause Analysis.
- Excellent stakeholder management and communication skills.
- Experience with service management tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent ITSM platforms.
Preferred Qualifications
- ITIL 4 Foundation or higher certification.
- AWS certification such as AWS Certified Solutions Architect, SysOps Administrator, or Cloud Practitioner.
- Experience managing large-scale AWS infrastructure and hybrid cloud environments.
- Knowledge of AWS EC2, S3, VPC, IAM, CloudWatch, RDS, Load Balancing, Auto Scaling, and related services.
- Understanding of networking concepts including DNS, TCP/IP, VPN, firewalls, load balancers, and connectivity.
- Experience with Linux and Windows server environments.
- Knowledge of monitoring and observability platforms.
- Experience with Disaster Recovery, Business Continuity, Backup, and High Availability.
- Experience in regulated or compliance-driven enterprise environments.
