Service Delivery Manager & Infrastructure Operations

Job Title:

Service Delivery Manager & Infrastructure Operations

Location:

Mahwah, NJ (Onsite)
Type
- Fulltime

JD
- Extensive operational management experience and currently managing large-scale 24x7 monitoring operations across Mainframe, Network, and Server environments.
Role

Summary:

The Service Delivery Manager (SDM) is responsible for end to end service delivery oversight of Global Computer Operations (24x7) consisting of Network Operations Control (NOC), Midrange Operations (MRO), and Mainframe Operations (Comp Ops). The role ensures 24x7 operational stability, SLA compliance, incident and change governance, and continuous service improvement across global environments.
This role serves as the primary operational interface between customers, vendors, and internal technology teams, with accountability for service quality, risk management, and operational excellence.

Key Responsibilities:

1. Service Delivery
Operations Management:
Own and manage L1/L1.5 operations delivery across Midrange Servers, Network and Mainframe platforms.
Ensure adherence to SLAs and KPIs across all supported technology towers.
Drive RAG based service health reporting and execution of continuous improvement plans.
Lead daily, weekly, and monthly service reviews with stakeholders.
2. Network Operations Control (NOC):
Oversee L1/L1.5
support of global network infrastructure across data centers.
Ensure event monitoring and incident management for:
Data circuits
Routers, switches, access points (Client)
Internal and GNS procured network hardware
Coordinate incident remediation with applicable internal teams and external providers.
Manage troubleshooting and dispatch of Technology Support Group (TSG) via Service Orders.
Ensure timely escalation and restoration for business critical network events.
3. Midrange Operations (MRO):
Manage L1/1.5 support of midrange infrastructure, including:
Open systems servers
Critical workstations
Globally deployed services
Oversee event monitoring and incident response for:
Server connectivity
Device health
Running services
Ensure effective remote management and recovery of server environments.
Monitor service stability and identify recurring operational risks.
4. Mainframe Operations (Comp Ops):
Oversee L1/1.5 support of mainframe logical infrastructure, including:
Logical partitions (LPARs)
Mainframe software resources
Storage components
Manage mainframe hardware health monitoring and vendor dispatch for repairs.
Coordinate mainframe maintenance activities via :
Service requests
ACD call requests
Service Now tasks
Authorized email requests
Ensure execution of Final weekend changes and validation per CLIENT Final Weekend reports.
Monitor LPAR connectivity, device health, and abnormal events.
Govern Change Controls for vendor managed hardware replacements.
Oversee Initial Program Loads (IPL) and related recovery activities.
5. Incident, Change
Problem Management:
Ensure effective major incident management, including coordination, communication, and post incident reviews.
Govern change implementation, ensuring minimal service impact and adherence to approval processes.
Track and reduce incident backlog and repeat incidents.
Drive root cause analysis (RCA) and preventive actions.
Required Skills
Experience
:

Experience:

10+ years in IT Infrastructure Operations or Service Delivery Management
Experience in Command center services and Datacenter operations
Strong background in Network, Midrange servers, and Mainframe operations
Proven experience managing 24x7 global operations
Technical Knowledge:
High level understanding of
Network infrastructure (circuits, routers, switches, Client)
Server and midrange platforms
Mainframe operations (LPARs, IPL, storage, hardware maintenance)
ITSM tools (Service Now or equivalent)
Incident, Change, and Problem Management frameworks
Leadership

Soft Skills:

Strong stakeholder and executive communication
Operational risk management mindset
Ability to lead during high severity incidents
Data driven decision making and KPI governance

Preferred Qualifications:

ITIL Foundation or higher certification
Experience in large enterprise or logistics environments
Exposure to large scale global infrastructure operations
Strong understanding of SLA, KPI, and RAG based governance models

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.