Service Delivery Manager - IT Infrastructure and Cloud Managed Services

Role overview Lead day-to-day delivery of managed cloud and infrastructure services across multiple technical areas. The role combines service management with first-line reliability operations: coordinating monitoring, incident triage, response, and restoration while guiding technical teams, managing operational risks, and communicating service impact. Automation and continuous improvement are central to making operations more reliable and reducing manual work.

Responsibilities - Oversee daily infrastructure and cloud service delivery, tracking service levels, availability, quality, and operational performance. - Lead response to service-impacting incidents and escalations; coordinate technical teams and stakeholders through restoration and resolution. - Follow recurring issues through root-cause review and work with engineering teams on lasting corrective actions. - Maintain appropriate team coverage, skills, documentation, and operational readiness; identify resource or capability gaps and record mitigation plans. - Find repeatable support tasks and manual processes suitable for automation, then coordinate improvements and track their operational benefits. - Participate in service reviews and governance, and provide delivery, staffing, risk, and dependency input to account or bid planning when requested.

Requirements - Progressive experience in infrastructure or cloud operations, managed services, service delivery, or site reliability work. - At least five years of overall experience, including two years in management, and experience leading multidisciplinary technical or operations teams. - Experience managing incidents, escalations, service restoration, root-cause follow-up, and service improvement. - Working knowledge across several areas such as Windows, Linux, storage, backup and recovery, databases, public cloud, monitoring, or automation. - Experience identifying operational automation opportunities and improving processes; familiarity with scripting, orchestration, or Infrastructure as Code concepts. - A relevant degree or equivalent professional experience; strong communication, judgment, problem-solving, and collaboration skills.

Nice to have Relevant technical, cloud, IT service management, automation, or service-management certifications are preferred. Cloud familiarity should include core compute, storage, networking, monitoring, and operational concepts in major public cloud environments.