Senior Service Delivery Manager (IT)

TECHEAD is celebrating over thirty-five years of incredible heritage, talent, and accomplishments! To learn more about TECHEAD, visit us at TECHEAD.com or on Glassdoor. Senior Service Delivery ManagerContract: 1 YearRemote: 100%NO C2C Candidates!!!!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.Required 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 stability Soft SkillsStrong ownership mindsetVendor negotiation and governance ability Cross-team collaborationTECHEAD's mission is to make our on-site associates successful by placing them in the right environment so they can grow and prosper. How we treat and respond to our clients and employees is a reflection of who we are and makes us stand out from the rest. Keeping our business focused on building and maintaining relationships with our employees and clients is the key to our success. We won't strive for anything less.TECHEAD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. For more information on TECHEAD please visit www.techead.com. No second parties will be accepted.