Service Delivery Manager – Server & Storage
Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.Job Title: Service Delivery Manager - Server & StorageJob Location: Richmond, VAJob Description:The 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 ResponsibilitiesService 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 processesVendor & 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 vendorsStakeholder 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 incidentsIncident, 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 documentationService 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 migrationsCompliance & 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:Windows/Linux serversEnterprise storage platformsVirtualization (VMware/Hyper-V)Data center operationsPublic 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 stabilityAmpcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.