Delivery Manager

Delivery Manager

Orlando, FL (3 Days Onsite)

Long Term

Must Have Skills:

• Delivery Lead
• Benefits Administration
• MS office Presentations
• Service Delivery
• End-User Support
• Infrastructure Services Support
• Cloud Support

Required Skills & Qualifications:

• 12+ years of experience in IT service delivery or operations management, with at least 5+ years in a leadership role.
• Demonstrated experience managing enterprise-scale engagements and multisite delivery models.
• Strong understanding of ITIL framework, service management tools, and service desk operations.
• Hands-on experience with infrastructure services, cloud (AWS), end-user computing, and application support.
• Proven track record in managing client expectations, handling escalations, and ensuring operational excellence.
• Exceptional leadership, stakeholder engagement, and communication skills.
• Prior experience working with managed service providers or service integration programs is a plus.

Key Responsibilities:

• Own and lead service delivery across multiple towers - including infrastructure, workplace engineering, security services, application support, and cloud operations.
• Ensure SLA/KPI adherence and drive continuous service improvement across delivery teams.
• Act as the primary escalation and decision-making authority for all delivery matters in the US region.
• Lead regular governance reviews with Aptia stakeholders, presenting operational metrics, risk mitigations, and transformation progress.
• Collaborate with global teams (India, UK, and other regions) to maintain a consistent service experience.
• Drive strategic initiatives around automation, AI/ML-enabled support, FinOps, and right-shoring.
• Identify and mitigate operational risks proactively and drive business continuity planning (BCP).
• Track financial performance, resource utilization, and cost optimization opportunities.
• Ensure regulatory compliance, including data privacy (e.g., GDPR, HIPAA if applicable).