Senior IT Operations & Service Delivery Manager

Software Guidance & Assistance, Inc. (SGA, Inc.); Dallas (TX); Hybrid; USD 110,000 - 160,000; Full time

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.

Skills

IT Operations

Service Delivery

Infrastructure Projects

ITIL

Executive Communication

Vendor Management

Regulatory & Compliance

Cross-functional Leadership

Education

Bachelor's degree in Information Technology

Tools

PowerPoint

Job description

Software Guidance & Assistance, Inc. (SGA), is searching for a Senior IT Operations & Service Delivery Manager for a CONTRACT assignment with one of our premier Financial Services clients in Dallas, TX.

This is a hybrid position currently requiring onsite attendance 2 days per week in 2026. Candidates must be comfortable with the possibility that the onsite requirement may increase to 4-5 days per week in 2027.

The Senior IT Operations & Service Delivery Manager will support business continuity by minimizing operational disruptions related to technology services and infrastructure. This individual will serve as a senior technology advocate for the business, driving service delivery, infrastructure initiatives, operational improvements, and remediation efforts across centralized technology and engineering teams.

The successful candidate will be strongest in IT Operations and Service Delivery, with broad knowledge of enterprise infrastructure technologies such as network, cloud, servers/compute, storage, and related technology services. This individual does not need to be the engineer performing hands-on troubleshooting, but must have sufficient technical depth to engage engineering teams effectively, ensure the right technical resources are involved, challenge proposed solutions when necessary, and confirm that solutions align with enterprise policies, standards, and business requirements.

The role also requires strong infrastructure project delivery, operational resilience, technology risk, business advocacy, executive communication, and cross-functional leadership capabilities.

Responsibilities

IT Operations & Service Delivery Management

• Serve as a senior point of accountability for technology services supporting the business, ensuring operational issues, service gaps, and recurring problems are addressed comprehensively and effectively.
• Act as an escalation point for complex technology incidents, ensuring the appropriate infrastructure, engineering, application, cybersecurity, vendor, and business resources are engaged to drive timely resolution and service restoration.
• Ensure proposed technical solutions and remediation activities align with enterprise policies, architecture standards, technology controls, and operational requirements.
• Represent and advocate for the technology needs of the business when working with centralized technology organizations and service providers.
• Proactively identify gaps, weaknesses, and areas for improvement across technology services and work with centralized technology teams to drive remediation and service enhancements.
• Oversee service delivery for infrastructure-dependent services, ensuring alignment with Enterprise standards, ITIL practices, regulatory requirements, and internal control frameworks.
• Influence operational metrics, service levels, service quality, and performance expectations to ensure technology providers are delivering to required standards.
• Review enterprise technology initiatives and changes to proactively identify and mitigate risks to business stability and operational continuity.
• Manage and influence third-party vendors and service providers to ensure technology services consistently meet business and Enterprise requirements.
• Champion service improvement initiatives and accountability mechanisms to improve system availability, operational performance, and overall service quality.
• Take ownership of remediation activities where centralized technology teams are not demonstrating adequate leadership, accountability, or execution.

IT Infrastructure Project Management

• Provide Project and Service Delivery Management for the IT infrastructure project portfolio, ensuring adherence to the Enterprise Delivery Framework and established governance standards.
• Own infrastructure implementations from planning through execution, ensuring delivery within approved budgets and in alignment with enterprise policies, standards, and strategic priorities.
• Partner with business and technology leadership to assess infrastructure needs, identify improvement opportunities, develop funding proposals, and support successful project execution.
• Manage project budgets, risks, issues, dependencies, remediation activities, and delivery status.
• Coordinate across network, cloud, server, storage, application, engineering, cybersecurity, operations, and business teams to drive successful infrastructure delivery.
• Report portfolio and project status to senior management, including risks, issues, dependencies, financial performance, and recommended actions.
• Develop and present business cases, improvement proposals, project updates, and technology recommendations to senior management using clear and effective executive-level presentations.

Business Continuity, Disaster Recovery & Resilience

• Support the Disaster Recovery and Resilience program in alignment with Enterprise standards, local regulatory obligations, and internal audit expectations.
• Coordinate the development, execution, and validation of Disaster Recovery plans to ensure timely and structured restoration of IT services.
• Oversee and report on Disaster Recovery testing for shared infrastructure and application services, including compliance with Enterprise technology standards.
• Collaborate with IT and business stakeholders to ensure recovery strategies are robust, scalable, and aligned with business requirements.
• Partner with Development, Application, Infrastructure, and Engineering teams to ensure application and infrastructure solutions meet resiliency design and testing standards.
• Track resiliency gaps, testing deficiencies, remediation plans, and associated risks through resolution.

Required Skills

• Bachelor's degree in Information Technology, Cybersecurity, or a related discipline.
• Extensive experience in IT Operations and Service Delivery, preferably supporting a large enterprise technology environment.
• Strong understanding of enterprise infrastructure technologies, including network, cloud, servers/compute, storage, and related infrastructure services.
• Ability to work credibly with technical teams, understand proposed solutions, identify gaps, ask the right technical questions, and ensure solutions align with enterprise standards and policies.
• Demonstrated experience driving infrastructure projects and implementations, including budgets, risks, dependencies, governance, delivery, and remediation.
• Experience acting as an escalation point for complex technology incidents, service disruptions, and operational issues.
• Demonstrated ability to identify technology service gaps and proactively drive improvements across centralized technology and service-provider organizations.
• Experience representing and advocating for business technology needs with shared services, global technology organizations, engineering teams, and service providers.
• Strong understanding of ITIL-based service management practices, including Incident, Problem, Change, Availability, Service Level Management, and Continual Improvement.
• Experience managing or influencing service providers, vendors, operational metrics, service levels, and performance expectations.
• Experience with disaster recovery, business continuity, operational resilience, and related remediation activities.
• Strong understanding of cybersecurity principles and technology risk management frameworks.
• Working knowledge of industry standards and best practices such as ISO 22301, NIST, and COBIT.
• Strong project management, governance, reporting, financial tracking, and data analysis skills.
• Strong executive communication and presentation skills, including the ability to package technology initiatives, risks, recommendations, and business cases into clear and effective PowerPoint presentations.
• Demonstrated ability to work independently, take ownership, and proactively drive issues and initiatives without requiring constant direction.
• Ability to operate effectively across multiple technology disciplines and influence teams without direct authority.

Preferred Skills

• Experience within Financial Services, Banking, Capital Markets, or another highly regulated enterprise environment.
• Experience supporting a large-scale or global enterprise infrastructure organization.
• Prior hands-on or technical experience within infrastructure engineering, network, cloud, server, storage, or related technology disciplines.
• Strong Major Incident Management / Problem Management experience.
• Technology risk, audit, regulatory, or compliance experience.
• Experience driving service improvement, availability, resiliency, and operational-performance programs.
• Experience developing executive-level presentations, business cases, funding proposals, and technology recommendations.
• PMP, ITIL, CBCP, or related professional certification.
• Experience working within centralized or global technology organizations and advocating for the needs of a specific business unit.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com/.

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.