Job#: 3028252
Job Description:
Service Delivery Manager - Infrastructure (Servers, Storage & Data Center)
Role Summary
The Service Delivery Manager - Infrastructure is responsible for the day-to-day operational delivery of infrastructure services across servers, storage platforms, data centers, and cloud environments. The role ensures stable, secure, and reliable service availability while acting as the primary liaison between business stakeholders, managed service providers (MSPs), and internal technology teams.
This position owns operational performance, SLA adherence, incident governance, and continuous service improvement, ensuring infrastructure services are delivered consistently and aligned with business expectations.
Key Responsibilities
1. Service Delivery & Operations
Oversee daily operations of infrastructure services (compute, storage, virtualization, data center facilities, and cloud platforms)
Ensure availability, reliability, and performance meet agreed SLAs and OLAs
Monitor operational health, capacity, and service performance metrics
Drive restoration during major incidents and ensure timely resolution
Ensure operational readiness for releases, patches, and changes
Govern backup, recovery, and operational resiliency processes
2. Vendor & MSP Governance
Act as primary operational interface with Managed Service Providers
Conduct daily/weekly operational reviews and service performance tracking
Enforce contractual SLAs, KPIs, and penalty/credit mechanisms
Validate work quality, change execution, and incident handling
Escalate and manage vendor performance issues
Drive continuous improvement plans with vendors
3. Stakeholder Management
Serve as single point of contact for business units regarding infrastructure services
Communicate outages, risks, maintenance, and service performance
Provide operational reporting and executive service summaries
Partner with application, security, and architecture teams to align operations with business priorities
Manage expectations and coordinate service recovery during high-impact incidents
4. Incident, Problem & Change Governance
Lead major incident coordination and communication
Ensure root cause analysis (RCA) and preventive actions are completed
Govern infrastructure changes through CAB process
Identify recurring issues and drive permanent remediation
Maintain operational runbooks and knowledge documentation
5. Service Performance & Continuous Improvement
Define and track operational KPIs (availability, MTTR, change success rate, capacity utilization)
Drive automation, operational efficiency, and cost optimization initiatives
Identify service gaps and implement improvement plans
Ensure monitoring coverage and alert accuracy
Support operational readiness for new technologies and migrations
6. Compliance & Risk
Ensure infrastructure operations adhere to security and compliance policies
Support audit activities (SOX, SOC2, ISO, internal audits)
Maintain patching and vulnerability remediation governance
Manage operational risks and mitigation plans
Required Skills & Experience
10+ years in IT Infrastructure Operations or Service Delivery
3+ years managing vendors or managed services providers
Strong understanding of:
o Windows/Linux servers
o Enterprise storage platforms
o Virtualization (VMware/Hyper-V)
o Data center operations
o Public cloud (Azure)
Experience managing SLAs, KPIs, and operational reporting
Hands-on knowledge of ITIL (Incident, Problem, Change, Service Level Management)
Experience running major incidents and stakeholder communications
Ability to operate in 24x7 critical environments
Preferred Qualifications
ITIL Certification (v3 or v4)
Experience in hybrid cloud environments
Exposure to monitoring tools (SolarWinds, etc.)
Experience supporting regulated environments (SOX/SOC/PCI)
Key Success Metrics
SLA compliance (% availability)
Mean Time to Restore (MTTR)
Change success rate
Incident recurrence rate reduction
Vendor SLA adherence
Customer satisfaction score
Capacity and performance stability
Soft Skills
Strong ownership mindset
Clear executive communication
Calm under pressure during outages
Vendor negotiation and governance ability
Cross-team collaboration
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: apexsan
- Position Id: BHJOB2374_3028252
- Posted 3 hours ago
Never miss an opportunity! Create an alert based on the job you applied for.