IT Service Delivery Lead — AWS & ITIL (Hybrid)

R Systems; Sacramento (CA); Hybrid; USD 120.000 - 150.000; Vollzeit

Zusammenfassung

R Systems in Sacramento, CA is seeking an experienced Service Delivery Manager / Lead to oversee delivery, operational performance, and continuous improvement of enterprise IT infrastructure and cloud services.

The role emphasizes ITIL, AWS cloud, infrastructure operations, incident/problem/change management, and service delivery governance to ensure SLAs and OLAs are met and stakeholders are kept informed.

Qualifikationen

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 8+ years of experience in IT Service Management, Service Delivery, or Infrastructure Operations.
• Strong understanding of ITIL/ITSM processes.
• Experience managing enterprise infrastructure and cloud environments.
• Hands-on with AWS Cloud services and infrastructure.
• Experience with incident, problem, change, release, and configuration management.
• Experience with SLA/KPI reporting and service performance metrics.
• Experience collaborating across infrastructure, application, security, cloud and vendor teams.
• Strong stakeholder management and communication skills.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management.

Aufgaben

• Manage end-to-end IT service delivery and infrastructure operations across enterprise environments.
• Coordinate between business stakeholders, infrastructure, cloud, applications and vendors.
• Ensure IT services meet SLAs, KPIs, availability and performance targets.
• Lead Incident, Problem, Change, Release, Request, and Configuration Management per ITIL.
• Monitor major incidents and drive timely escalation, resolution and post-incident reviews.
• Oversee AWS Cloud and on-premises infrastructure and service delivery.
• Prepare management-level reports on performance, risks, trends and improvements.

Kenntnisse

ITIL/ITSM

AWS Cloud

Infrastructure Ops

Incident/Problem/Change

SLA/KPI reporting

Stakeholder mgmt

Vendor mgmt

Cross-functional

Leadership

Communication

Ausbildung

Bachelors in CS/IT/Engineering

Tools

ServiceNow

BMC Remedy

Jira Service Mgmt

Jobbeschreibung

R Systems in Sacramento, CA is seeking an experienced Service Delivery Manager / Lead to oversee delivery, operational performance, and continuous improvement of enterprise IT infrastructure and cloud services.

The role emphasizes ITIL, AWS cloud, infrastructure operations, incident/problem/change management, and service delivery governance to ensure SLAs and OLAs are met and stakeholders are kept informed.