Service Delivery Manager - Server & Storage

Job#: 3028252Job Description:Service Delivery Manager - Infrastructure (Servers, Storage & Data Center)Role SummaryThe Service Delivery Manager - Infrastructure is responsible for the day-to-day operational delivery of infrastructure services across servers, storage platforms, data centers, and cloud environments. The role ensures stable, secure, and reliable service availability while acting as the primary liaison between business stakeholders, managed service providers (MSPs), and internal technology teams.This position owns operational performance, SLA adherence, incident governance, and continuous service improvement, ensuring infrastructure services are delivered consistently and aligned with business expectations.Key Responsibilities1. Service Delivery & OperationsOversee daily operations of infrastructure services (compute, storage, virtualization, data center facilities, and cloud platforms)Ensure availability, reliability, and performance meet agreed SLAs and OLAsMonitor operational health, capacity, and service performance metricsDrive restoration during major incidents and ensure timely resolutionEnsure operational readiness for releases, patches, and changesGovern backup, recovery, and operational resiliency processes2. Vendor & MSP GovernanceAct as primary operational interface with Managed Service ProvidersConduct daily/weekly operational reviews and service performance trackingEnforce contractual SLAs, KPIs, and penalty/credit mechanismsValidate work quality, change execution, and incident handlingEscalate and manage vendor performance issuesDrive continuous improvement plans with vendors3. Stakeholder ManagementServe as single point of contact for business units regarding infrastructure servicesCommunicate outages, risks, maintenance, and service performanceProvide operational reporting and executive service summariesPartner with application, security, and architecture teams to align operations with business prioritiesManage expectations and coordinate service recovery during high-impact incidents4. Incident, Problem & Change GovernanceLead major incident coordination and communicationEnsure root cause analysis (RCA) and preventive actions are completedGovern infrastructure changes through CAB processIdentify recurring issues and drive permanent remediationMaintain operational runbooks and knowledge documentation5. Service Performance & Continuous ImprovementDefine and track operational KPIs (availability, MTTR, change success rate, capacity utilization)Drive automation, operational efficiency, and cost optimization initiativesIdentify service gaps and implement improvement plansEnsure monitoring coverage and alert accuracySupport operational readiness for new technologies and migrations6. Compliance & RiskEnsure infrastructure operations adhere to security and compliance policiesSupport audit activities (SOX, SOC2, ISO, internal audits)Maintain patching and vulnerability remediation governanceManage operational risks and mitigation plansRequired Skills & Experience10+ years in IT Infrastructure Operations or Service Delivery3+ years managing vendors or managed services providersStrong understanding of:o Windows/Linux serverso Enterprise storage platformso Virtualization (VMware/Hyper-V)o Data center operationso Public cloud (Azure)Experience managing SLAs, KPIs, and operational reportingHands-on knowledge of ITIL (Incident, Problem, Change, Service Level Management)Experience running major incidents and stakeholder communicationsAbility to operate in 24x7 critical environmentsPreferred QualificationsITIL Certification (v3 or v4)Experience in hybrid cloud environmentsExposure to monitoring tools (SolarWinds, etc.)Experience supporting regulated environments (SOX/SOC/PCI)Key Success MetricsSLA compliance (% availability)Mean Time to Restore (MTTR)Change success rateIncident recurrence rate reductionVendor SLA adherenceCustomer satisfaction scoreCapacity and performance stabilitySoft SkillsStrong ownership mindsetClear executive communicationCalm under pressure during outagesVendor negotiation and governance abilityCross-team collaborationApex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click here for more details.Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.Employee Type:ContractRemote:YesLocation:Richmond, VA, USJob Type:Infrastructure and SecurityDate Posted:March 30, 2026Pay Range:$90 - $110 per hourSimilar JobsService Delivery Manager IIIProgram Manager: IV (Lead) / Service Delivery ManagerStorage EngineerStorage EngineerSenior Manager Solutions Delivery