Service Delivery Manager

Role : Service Delivery Manager

Location : Baltimore, MD

FTE ONLY

Job Description

• Strong understanding of IT infrastructure domains:

• Server & storage technologies

• Data center operations

• Network and security infrastructure

• Cloud platforms (Azure/AWS/GCP)

• Virtualization (VMware/Hyper V)

• Backup/DR solutions

• Good command of ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.).

Roles & Responsibilities

• Own end to end delivery of IT infrastructure services, including servers, storage, networks, cloud platforms, and end user computing.

• Ensure all infrastructure services meet agreed upon SLAs, OLAs, and KPIs.

• Oversee incident, problem, and change management processes in compliance with ITIL standards.

• Lead daily/weekly operational reviews, ensuring timely escalation and resolution of critical issues.

• Manage service continuity and availability to avoid service disruption.

• Identify service improvement opportunities and drive optimization initiatives.

• Coordinate with architecture, security, and project management teams for infrastructure upgrades and rollouts.

• Identify the pain areas and provide solutions/Convert them into business opportunities