We seek a highly skilled and motivated IT Infrastructure Service Delivery Manager to join our dynamic team. The successful Service Delivery Manager (SDM) will ensure the efficient and effective delivery of IT infrastructure services. This role involves managing service level agreements (SLAs), coordinating with various teams to resolve issues, and implementing best practices to enhance service quality. The SDM will also monitor performance metrics, drive continuous improvement initiatives, and ensure compliance with organizational policies and standard
1) Service Delivery Management:
Lead and manage the end-to-end delivery of IT infrastructure services, ensuring timely and efficient execution.
Collaborate with cross-functional teams to define service level agreements (SLAs), key performance indicators (KPIs), and operational metrics.
Monitor service delivery performance against established metrics, proactively identifying and addressing issues to maintain high levels of customer satisfaction.
Coordinate with cross-functional teams, including Application Support, IT Engineering, Helpdesk, and Security teams, to resolve operational issues promptly.
2. Team Leadership:
Build and lead a high-performance service delivery team, providing guidance, coaching, and mentorship.
Foster a culture of collaboration, accountability, and continuous improvement within the team.
Ensure the team is well-trained and equipped to meet current and future service delivery requirements.
Conduct regular team meetings, performance reviews, and professional development activities.
3. Stakeholder Management:
Establish and maintain strong relationships with key stakeholders, including internal business units, vendors, and external partners.
Act as a liaison between IT and business units to understand and prioritize their requirements, ensuring alignment with IT infrastructure services.
4. Risk Management:
Identify potential risks to IT service delivery and develop strategies to mitigate and manage these risks.
Implement and maintain effective risk management processes to ensure the resilience and reliability of IT infrastructure services.
5. Continuous Improvement:
Drive continuous improvement initiatives to enhance the efficiency and effectiveness of IT service delivery processes.
6. Budget Management:
Ensure cost-effective delivery of services while maintaining high levels of quality and performance.
#LI-Hybrid
Minimum bachelor’s degree in information technology, Computer Science, or a related field. Master’s degree is a plus.
At least 5 years of experience as people manager with strong leadership skills and demonstrated ability to build and lead high-performing teams.
At least 10 of experience in IT infrastructure service delivery management, with focus on:
ITIL Framework: Certified and Proficient in ITIL best practices for IT service management, with experience in handling Requests, Incidents, Problems, and Change Management.
Monitoring Tools: Skilled in using monitoring and management tools such as SolarWinds, LogicMonitor, and iCinga.
Scripting and Automation: Proficient in scripting languages like PowerShell and Python for automation tasks.
Data Center Operations: Experienced in managing global data center operations.
Network Management: Knowledgeable in network infrastructure, including LAN/WAN, SDWAN, VPN, firewalls, and routers.
Server Management: Experience/Knowledge in server administration, including Windows and Linux servers.
Patch Compliance: Proficient in IT enterprise infrastructure patch management and driving compliance.
Client Engineering: Knowledgeable in application packaging and distribution using SCCM, Jamf, and other third-party tools.
Virtualization: Understanding virtualization technologies such as VMware, Hyper-V, and KVM.
Security: Knowledgeable in cybersecurity principles and practices.
Excellent communication and interpersonal skills, with the ability to effectively interact with technical and non-technical stakeholders.
Project management certification (e.g., PMP) is desirable.
Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
