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Service Delivery Manager - Infrastructure Operations, Automation & Incident Response
Job in
Allentown, Lehigh County, Pennsylvania, 18101, USA
Listed on 2026-11-01
Listing for:
Unisys Corporation
Full Time
position Listed on 2026-11-01
Job specializations:
-
IT/Tech
Cloud Computing: Infrastructure & Operations, IT Infrastructure, SRE/Site Reliability, Systems Engineer
Job Description & How to Apply Below
What success looks like in this role:
- The Delivery Manager is responsible for leading managed infrastructure and workload automation services across multiple technology disciplines. This role provides operational leadership for Workload Automation and the Incident Response Team (IRT), a first-level Site Reliability Engineering (SRE) function responsible for monitoring, triage, incident response, technical coordination and service restoration across supported environments.
- The role requires a strong working knowledge of enterprise infrastructure and workload automation technologies, including Control-M, Auto Sys, Tivoli and other applicable workload automation platforms, Windows, Linux, backup and restore, storage, databases, and cloud platforms such as OCI, AWS and Microsoft Azure. The individual must be able to effectively lead technical teams, manage operational risks and escalations, and communicate technical issues and business impact to clients and stakeholders.
- Automation is a core component of this role. The successful candidate should have demonstrated experience identifying opportunities to automate repeatable operational activities, reduce manual intervention, improve reliability and drive measurable improvements in service delivery.
- The ideal candidate should enjoy working in a fast-paced and dynamic environment, exercise sound business judgment, and apply strong problem-solving and collaboration skills across a complex organization.
- Recruit, develop, inspire and retain a high-performing operations and engineering team while promoting accountability, knowledge sharing and continuous improvement.
- Demonstrates working knowledge across infrastructure operations, workflow automation, SRE practices and managed services delivery. Stays current with relevant IT infrastructure, cloud, automation and service-management technologies, ITIL practices and vendor offerings.
- Communicates in an open, candid, clear, complete and consistent manner. Listens well, conveys technical and business information in easily understood formats, and demonstrates professionalism in formal and informal interactions.
- Understands the meaning and implications of key operational and financial indicators and uses data to identify issues, evaluate service performance and develop practical improvement plans.
- Collaborates effectively across technology towers, client teams, account leadership, engineering teams and third-party suppliers to drive service outcomes.
Managed Service Delivery
- Manage day-to-day delivery of infrastructure, workload automation and Incident Response Team services.
- Ensure achievement of SLA, KPI, availability, quality and operational performance objectives.
- Provide leadership during service-impacting incidents and escalations, ensuring the appropriate technical resources and stakeholders are engaged.
- Drive operational accountability across technology teams and ensure issues are followed through to resolution.
- Identify recurring operational issues and partner with engineering teams to implement permanent corrective actions.
- Maintain appropriate staffing, skills, coverage, documentation and operational readiness across supported services.
- Manage relationships with clients, internal stakeholders, technology partners and third-party suppliers.
- Validate that staffing levels, skill levels and other resources align with contractual, financial and solution requirements.
- Identify resource or capability gaps and document associated risks, mitigation plans and contingencies.
- Provide leadership for the Incident Response Team, supporting first and second-level SRE and infrastructure operations.
- Ensure effective monitoring, event management, incident triage, escalation, troubleshooting and service-restoration processes.
- Coordinate support across Windows, Linux, backup and restore, storage, database, cloud and other infrastructure technologies.
- Promote proactive operations by identifying repeat incidents, alert noise, manual activities and opportunities for improved monitoring and automation.
- Partner with engineering and technology tower teams for complex incidents, problem management, root-cause analysis and continuous improvement.
- Provide service delivery leadership for enterprise workload automation and job-scheduling platforms, including Control-M, Auto Sys, Tivoli and other applicable workload automation technologies.
- Apply a working understanding of workload…
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