IT Operations & Service Delivery Leader (Hybrid)

Software Guidance & Assistance, Inc. (SGA, Inc.)

Dallas (TX)

Hybrid

USD 110,000 - 160,000

Full time

19 hours ago

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Benefits offered by this job

Hybrid work model

Onsite 2 days/week (2026)

Possibility of 4-5 days onsite in 2027

Job summary

Software Guidance & Assistance, Inc. (SGA) in Dallas, TX is seeking a Senior IT Operations & Service Delivery Manager for a CONTRACT assignment. This hybrid role requires onsite attendance 2 days per week in 2026, with possible increase to 4-5 days in 2027.

You will lead service delivery, incident resolution, and infrastructure initiatives across centralized tech and engineering teams. The candidate will have strong IT Operations and Service Delivery background, enterprise infrastructure

Qualifications

Bachelor's degree in Information Technology, Cybersecurity, or a related discipline.
Extensive experience in IT Operations and Service Delivery across large enterprise environments.
Strong understanding of enterprise infrastructure technologies (network, cloud, servers, storage).
Ability to engage engineering teams, identify gaps, and ensure solutions align with standards and policies.
Experience driving infrastructure projects, budgets, risks, and governance, with remediation focus.
Excellent escalation and incident management capabilities with a service-oriented mindset.
Proven ability to influence service providers, vendors, and cross-functional partners.
Solid knowledge of ITIL-based service management practices and risk management.

Responsibilities

Serve as a senior accountability point for technology services, addressing issues and gaps.
Escalate complex incidents and coordinate resources to drive timely resolution and restoration.
Ensure solutions align with enterprise policies, architecture standards, and controls.
Represent technology needs of the business with centralized technology and providers.
Identify gaps and drive remediation and service enhancements across teams.
Oversee service delivery for infrastructure-dependent services under ITIL and governance.
Influence metrics, SLAs, and performance expectations with technology providers.
Track risks and changes to protect business stability and continuity.
Manage third-party vendors and service providers to meet enterprise requirements.
Champion service improvement initiatives and accountability for uptime and performance.
Take ownership of remediation when centralized teams lack leadership or execution.