AIOps Service Delivery Lead for Hospitality Tech

ITC Infotech; Bethesda (MD); On-site; USD 180,000 - 240,000; Full time

Job summary

ITC Infotech is seeking an experienced Service Delivery Manager – AIOps to lead end-to-end IT service delivery for 24/7 hospitality technology environments in Bethesda, MD. The role combines IT operations leadership with hands-on knowledge of AIOps, SRE, observability, AWS, automation, and hospitality platforms.

You will collaborate with hotel operations, enterprise IT, cybersecurity, and offshore teams to ensure high availability, resilience, and continuous improvement, establishing runbooks,

Qualifications

• 12–15+ years of experience in IT Service Delivery, Technology Operations, Infrastructure, or Digital Operations.
• 5+ years of senior leadership experience managing mission-critical 24/7 operations.
• Strong experience with AIOps platforms, observability, automation, and AI-driven IT operations.

Responsibilities

• Lead end-to-end service delivery for 24/7 mission-critical hospitality technology environments.
• Drive adoption of AIOps, AI-driven monitoring, predictive analytics, event correlation, and automated remediation.
• Establish proactive observability using platforms such as Datadog, Dynatrace, Splunk, New Relic, Moogsoft, or BigPanda.
• Oversee availability, performance, and reliability of critical hospitality systems, including Oracle OPERA PMS/OPERA Cloud, CRS, POS, reservation platforms, and digital guest services.
• Lead Severity-1 and major incident management, coordinating cross-functional teams for rapid service restoration.
• Drive RCA, post-incident reviews, problem management, and continuous improvement.
• Establish and manage SLA, OLA, SLO, MTTD, and MTTR metrics.
• Implement automated runbooks, self-healing workflows, and AI-powered operational assistants to reduce manual effort and operational toil.
• Ensure compliance with ITIL, PCI-DSS, GDPR/data privacy, and enterprise security standards.

Skills

AIOps platforms

Observability

SRE

AWS cloud

Incident management

Leadership

Education

Bachelor's degree

Master's degree preferred

ITIL v4, AWS certs preferred

Tools

Dynatrace

Datadog

Splunk

New Relic

Moogsoft

BigPanda

Job description

ITC Infotech is seeking an experienced Service Delivery Manager – AIOps to lead end-to-end IT service delivery for 24/7 hospitality technology environments in Bethesda, MD. The role combines IT operations leadership with hands-on knowledge of AIOps, SRE, observability, AWS, automation, and hospitality platforms.

You will collaborate with hotel operations, enterprise IT, cybersecurity, and offshore teams to ensure high availability, resilience, and continuous improvement, establishing runbooks,