100% Remote Service Delivery Lead (DER & DERMS)

Summit Human Capital; Campbell (CA); On-site; USD 180,000 - 210,000; Full time

Job summary

Summit Human Capital is seeking a Service Delivery Lead - Operations, Technical Support & Customer Engagement to ensure reliable service delivery for a critical Energy & Utilities client. You will act as the primary liaison between internal engineering teams and customer technical stakeholders.

Responsibilities include leading incident management, coordinating troubleshooting sessions, and guiding upgrades and releases while improving performance, reliability, and scalability.

Qualifications

• Experience leading technical discussions with customer IT, infrastructure, and operations teams.
• Ability to analyze application, system, and infrastructure issues.
• User-level administration of enterprise IT systems and platforms.
• Working knowledge of Unix/Linux operating systems.
• Exposure to cloud platforms (Azure and AWS).
• Basic SQL skills for troubleshooting and data validation.
• Excellent verbal, written, and presentation skills.

Responsibilities

• Lead operational support and service delivery activities for customer environments.
• Serve as the primary point of contact for customer technical teams regarding operational matters.
• Facilitate technical discussions, coordinate troubleshooting, root cause analysis, and resolution.
• Manage critical incidents and service escalations from identification through resolution.
• Plan, coordinate, and support software upgrades and release activities.
• Review customer infrastructure environments and recommend improvements to performance, reliability, and scalability.
• Prepare and present service reports, KPI dashboards, and operational metrics.
• Coordinate on-call support for critical incidents.

Skills

Leadership

Technical discussions

Issue analysis

Unix/Linux administration

SQL basics

Communication skills

Tools

Azure

AWS

Job description

Summit Human Capital is seeking a highly motivated Service Delivery Lead - Operations, Technical Support & Customer Engagement to support our client the Energy & Utilities sector. This position has the exciting opportunity to ensure reliable service delivery, operational support, and continuous improvement of mission-critical solutions, acting as the primary liaison between internal engineering teams and customer technical stakeholders. The ideal candidate will meet the following criteria:

Requirements

• Strong understanding of the Power Utility / Energy Utilities industry
• Ability to lead technical discussions with customer IT, infrastructure, and operations teams
• Experience analyzing application, system, and infrastructure issues
• User-level administration of enterprise IT systems and platforms
• Working knowledge of Unix/Linux operating systems
• Exposure to Microsoft Azure and Amazon Web Services (AWS)
• Basic SQL skills for troubleshooting, reporting, and data validation
• Excellent verbal, written, and presentation skills

Desired

• Experience in Service Delivery, Technical Support, Application Support, or Operations Leadership roles
• Familiarity with ITIL service management principles and best practices
• Experience coordinating geographically distributed support and engineering teams

Responsibilities

• Lead operational support and service delivery activities for customer environments
• Serve as the primary point of contact for customer technical teams regarding operational and support matters
• Facilitate technical discussions and coordinate troubleshooting sessions, root cause analysis, and problem resolution
• Manage critical incidents and service escalations from identification through resolution
• Plan, coordinate, and support software upgrades and release activities
• Review customer infrastructure environments and recommend improvements to performance, reliability, availability, and scalability
• Prepare and present service reports, KPI dashboards, and operational metrics
• Coordinate on-call support for critical and business-sensitive incidents

The base pay range for this position is $180,000 - $210,000, depending on experience, skills, and qualifications.

Benefits

Our client offers a comprehensive benefits package, which includes medical, dental, and vision insurance; and other benefits in accordance with applicable laws.