Service Delivery Manager - IT Infrastructure and Cloud Managed Services

What success looks like in this role:

• The Delivery Manager is responsible for leading managed Cloud & Infrastructure services across multiple technology disciplines. This role provides 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, Windows, Linux, backup and restore, storage, databases, and cloud platforms such as GCP and AWS. 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.

• Manage day-to-day delivery of infrastructure and Cloud 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 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.

• Champion an automation-first approach to operational service delivery.

• Identify repetitive support activities, manual processes and recurring incidents that are candidates for automation.

• Partner with engineering teams to develop and implement automation that reduces manual effort, improves service reliability and accelerates incident resolution.

• Apply a working understanding of common infrastructure automation, scripting, orchestration and Infrastructure as Code concepts.

• Track the operational benefits of automation initiatives and continuously identify additional opportunities for improvement.

• Promote standardization, documentation, knowledge management and reusable operational processes across teams.

• Review service performance, risks, resource needs and improvement opportunities with account and client stakeholders.

• Support account management and bid teams by reviewing relevant service-delivery requirements, staffing assumptions, operational risks and solution dependencies when requested.

• Participate in governance and service-review activities to maintain a shared understanding of operational expectations, performance and priorities.

• Progressive experience in IT Infrastructure & Cloud operations,…