Job Title: Service Delivery Manager
Location: Sacramento, CA (Hybrid 1-2 days/week)
Job Type: Long-Term Contract
Job Summary
We are seeking an experienced Service Operations Leader to lead enterprise IT service delivery and infrastructure operations supporting the Client The ideal candidate will have strong experience in ITIL-based service management, infrastructure operations, cloud environments, AWS, incident/problem/change management, service availability, and operational governance.
This role will provide leadership across infrastructure and cloud operations, ensuring reliable, secure, and highly available IT services while driving continuous improvement, operational efficiency, and service quality.
Key Responsibilities
- Lead day-to-day IT service delivery and infrastructure operations across enterprise environments supporting mission-critical applications and services.
- Establish and manage ITIL-based service management processes, including Incident, Problem, Change, Request, Release, Configuration, and Service Level Management.
- Provide operational leadership for AWS cloud infrastructure, hybrid-cloud environments, enterprise servers, networks, storage, monitoring, and related infrastructure services.
- Oversee service availability, performance, capacity, reliability, and operational health of critical IT services.
- Lead Major Incident Management (MIM) activities, coordinating technical teams, vendors, stakeholders, communications, root-cause analysis, and service restoration.
- Establish and monitor SLAs, OLAs, KPIs, and operational dashboards to measure service performance and customer satisfaction.
- Drive Problem Management and Root Cause Analysis (RCA) to eliminate recurring incidents and improve service reliability.
- Govern Change and Release Management, ensuring infrastructure and application changes are properly assessed, documented, approved, implemented, and validated.
- Partner with cloud, network, security, application, database, DevOps, and service desk teams to resolve complex operational issues.
- Provide leadership for AWS cloud migration, modernization, optimization, and operational readiness initiatives.
- Ensure infrastructure and cloud services meet applicable security, availability, compliance, and operational standards.
- Establish operational procedures for monitoring, alerting, backup/recovery, disaster recovery, business continuity, and service restoration.
- Lead capacity, performance, availability, and continuity planning for enterprise infrastructure and cloud services.
- Manage relationships with technology vendors, managed service providers, and third-party support organizations.
- Review service performance trends and develop continuous improvement plans to improve reliability, efficiency, and customer experience.
- Prepare executive-level service health reports, operational metrics, incident reports, risk assessments, and improvement recommendations.
- Provide technical and operational guidance to infrastructure engineers, cloud engineers, system administrators, service management teams, and consultants.
- Coordinate infrastructure and service delivery activities across multiple teams and technology domains.
- Support procurement, vendor management, technical evaluations, statements of work, and operational acceptance activities.
- Ensure new applications and infrastructure are operationally ready before production deployment, including monitoring, support procedures, documentation, SLAs, and escalation processes.
Required Qualifications
- 10+ years of experience in IT infrastructure, service operations, service delivery, or IT service management.
- 5+ years of experience leading enterprise IT operations or service delivery teams.
- Strong experience with ITIL / IT Service Management (ITSM) processes and operational governance.
- Hands-on understanding of AWS cloud infrastructure and services.
- Experience managing hybrid cloud and enterprise infrastructure environments.
- Strong experience with Incident, Problem, Change, Release, Configuration, and Service Level Management.
- Experience with Major Incident Management and Root Cause Analysis.
- Experience defining and managing SLAs, OLAs, KPIs, service metrics, and operational dashboards.
- Strong understanding of infrastructure technologies including compute, networking, storage, databases, virtualization, security, monitoring, and backup/recovery.
- Experience working with cloud migration and infrastructure modernization programs.
- Strong vendor, stakeholder, and cross-functional team management experience.
- Excellent communication skills with the ability to communicate technical and operational issues to executive and business stakeholders.
Preferred Qualifications
- ITIL 4 Foundation or higher certification.
- AWS certification such as AWS Solutions Architect, AWS SysOps Administrator, or AWS Cloud Practitioner
- Experience with ServiceNow or similar ITSM platforms.
- Experience with monitoring and observability tools such as Splunk, New Relic, CloudWatch, or equivalent.
- Knowledge of NIST, HIPAA, FIPS, California SAM/SIMM, or other government security and compliance requirements.
- Experience with Disaster Recovery, Business Continuity, High Availability, and Resilience.
- Experience managing large-scale enterprise infrastructure supporting high-volume or mission-critical systems.
Why Join Us?
· Innovative Environment: Work on impactful public sector projects that drive technological advancements.
· Competitive Compensation: Receive a competitive salary and benefits package that reflects your expertise.
· Professional Growth: Enjoy opportunities for career development, certifications, and continuous learning.
· Flexible Work Arrangement: Benefit from a hybrid work model that supports both remote and on-site work.
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