Service Delivery Manager

R Systems; Sacramento (CA); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

R Systems is seeking a senior IT Infrastructure and Cloud Operations leader to oversee enterprise service delivery across mission-critical environments. You will drive ITIL-based governance, manage AWS cloud and hybrid environments, and coordinate cross-functional teams to ensure high availability and performance.

This role emphasizes incident management, RCA, change/release governance, and international vendor collaboration, with a focus on security, compliance, and continuous improvement in

Qualifications

• 10+ years of IT infrastructure or service management experience.
• 5+ years leading enterprise IT operations or service delivery teams.
• Strong ITIL/ITSM process experience and governance.
• Hands-on AWS cloud infrastructure and services experience.
• Experience with hybrid cloud and enterprise infrastructure environments.
• Proven incident, problem, change, release, and configuration management.
• Experience in Major Incident Management and RCA.
• Ability to define and manage SLAs, OLAs, KPIs, and dashboards.
• Vendor, stakeholder, and cross-functional team leadership.
• Excellent communication of technical issues to executives.

Responsibilities

• Lead IT service delivery and infrastructure operations for enterprise environments.
• Establish and manage ITIL-based service management processes.
• Provide operational leadership for AWS cloud infrastructure and hybrid cloud.
• Oversee service availability, performance, capacity, and reliability.
• Lead Major Incident Management activities and RCA efforts.
• Govern Change and Release Management with proper assessment and validation.
• Collaborate with cloud, network, security, application, and DevOps teams.
• Drive cloud migration, modernization, and operational readiness initiatives.
• Ensure security, availability, compliance, and operational standards.

Skills

ITIL / ITSM

AWS cloud

Hybrid cloud

Incident management

Problem management

Change management

Release management

SLA / KPI governance

Vendor / stakeholder mgmt

Executive communication

Tools

ServiceNow

Splunk

New Relic

CloudWatch

AWS Certified (Solutions Architect / SysOps)

Job description

Job Type: Long-Term Contract

Key Responsibilities

• Lead day-to-day IT service delivery and infrastructure operations across enterprise environments supporting mission-critical applications and services.
• Establish and manage ITIL-based service management processes, including Incident, Problem, Change, Request, Release, Configuration, and Service Level Management.
• Provide operational leadership for AWS cloud infrastructure, hybrid-cloud environments, enterprise servers, networks, storage, monitoring, and related infrastructure services.
• Oversee service availability, performance, capacity, reliability, and operational health of critical IT services.
• Lead Major Incident Management (MIM) activities, coordinating technical teams, vendors, stakeholders, communications, root-cause analysis, and service restoration.
• Establish and monitor SLAs, OLAs, KPIs, and operational dashboards to measure service performance and customer satisfaction.
• Drive Problem Management and Root Cause Analysis (RCA) to eliminate recurring incidents and improve service reliability.
• Govern Change and Release Management, ensuring infrastructure and application changes are properly assessed, documented, approved, implemented, and validated.
• Partner with cloud, network, security, application, database, DevOps, and service desk teams to resolve complex operational issues.
• Provide leadership for AWS cloud migration, modernization, optimization, and operational readiness initiatives.
• Ensure infrastructure and cloud services meet applicable security, availability, compliance, and operational standards.
• Establish operational procedures for monitoring, alerting, backup/recovery, disaster recovery, business continuity, and service restoration.
• Lead capacity, performance, availability, and continuity planning for enterprise infrastructure and cloud services.
• Manage relationships with technology vendors, managed service providers, and third-party support organizations.
• Review service performance trends and develop continuous improvement plans to improve reliability, efficiency, and customer experience.
• Prepare executive-level service health reports, operational metrics, incident reports, risk assessments, and improvement recommendations.
• Provide technical and operational guidance to infrastructure engineers, cloud engineers, system administrators, service management teams, and consultants.
• Coordinate infrastructure and service delivery activities across multiple teams and technology domains.
• Support procurement, vendor management, technical evaluations, statements of work, and operational acceptance activities.
• Ensure new applications and infrastructure are operationally ready before production deployment, including monitoring, support procedures, documentation, SLAs, and escalation processes.

Required Qualifications

• 10+ years of experience in IT infrastructure, service operations, service delivery, or IT service management.
• 5+ years of experience leading enterprise IT operations or service delivery teams.
• Strong experience with ITIL / IT Service Management (ITSM) processes and operational governance.
• Hands-on understanding of AWS cloud infrastructure and services.
• Experience managing hybrid cloud and enterprise infrastructure environments.
• Strong experience with Incident, Problem, Change, Release, Configuration, and Service Level Management.
• Experience with Major Incident Management and Root Cause Analysis.
• Experience defining and managing SLAs, OLAs, KPIs, service metrics, and operational dashboards.
• Strong understanding of infrastructure technologies including compute, networking, storage, databases, virtualization, security, monitoring, and backup/recovery.
• Experience working with cloud migration and infrastructure modernization programs.
• Strong vendor, stakeholder, and cross-functional team management experience.
• Excellent communication skills with the ability to communicate technical and operational issues to executive and business stakeholders.

Preferred Qualifications

• ITIL 4 Foundation or higher certification.
• AWS certification such as AWS Solutions Architect, AWS SysOps Administrator, or AWS Cloud Practitioner.
• Experience with ServiceNow or similar ITSM platforms.
• Experience with monitoring and observability tools such as Splunk, New Relic, CloudWatch, or equivalent.
• Knowledge of NIST, HIPAA, FIPS, California SAM/SIMM, or other government security and compliance requirements.
• Experience with Disaster Recovery, Business Continuity, High Availability, and Resilience.
• Experience managing large-scale enterprise infrastructure supporting high-volume or mission-critical systems.

Why Join Us?

• Innovative Environment: Work on impactful public sector projects that drive technological advancements.
• Competitive Compensation: Receive a competitive salary and benefits package that reflects your expertise.
• Professional Growth: Enjoy opportunities for career development, certifications, and continuous learning.
• Flexible Work Arrangement: Benefit from a hybrid work model that supports both remote and on-site work.