SERVICE DELIVERY MANAGER – AIOPS

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 a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. We provide technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.

Job Overview

We are seeking an experienced Service Delivery Manager – AIOps to lead end-to-end IT service delivery, operational excellence, and AI-powered transformation for mission-critical hospitality technology environments.

The ideal candidate will combine strong IT Service Delivery and IT Operations leadership with hands-on knowledge of AIOps, SRE, observability, AWS, automation, and hospitality technology platforms.

This role will work closely with client executives, hotel operations, enterprise IT, engineering, cybersecurity, and offshore delivery teams to ensure high availability, operational resilience, and continuous improvement.

Key Responsibilities

AIOps & Service Delivery

• 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.

Commercial & Operational Governance

• Manage operational budgets, resource planning, cost optimization, and P&L responsibilities.
• Govern MSAs, SOWs, contractual deliverables, milestones, and service-level commitments.
• Measure and communicate the business and financial value of AIOps and automation initiatives.
• Identify and manage technical, operational, financial, and delivery risks.
• Manage relationships with technology vendors, cloud providers, and third-party partners.
• Prepare operational dashboards, SLA reports, executive updates, and QBR presentations.

Client & Stakeholder Management

• Act as the primary onsite delivery leader and trusted technology advisor.
• Engage with C-suite executives, VP-level technology leaders, hotel/property leadership, and business stakeholders.
• Establish strong governance and communication processes to maintain client satisfaction.
• Align technology operations with hospitality business outcomes such as guest experience, check-in performance, system availability, and revenue continuity.
• Identify opportunities for AI/ML, cloud optimization, automation, and managed services expansion.
• Lead and mentor multidisciplinary teams including AIOps Engineers, SREs, Incident Managers, DBAs, and Technical Support teams.
• Manage 24/7/365 follow-the-sun operations, on-call rotations, incident handovers, and knowledge management.
• Coordinate across onsite hotel IT teams, offshore delivery teams, product engineering, cybersecurity, Oracle/OPERA, AWS, and other technology partners.
• Promote strong engineering, automation, documentation, and operational best practices.

Required Skills & Experience

• 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.
• Hands-on experience with tools such as Dynatrace, Datadog, Splunk, New Relic, Moogsoft, or BigPanda.
• Strong knowledge of SRE principles, ITIL, Incident Management, Problem Management, Change Management, and Event Management.
• Experience with AWS cloud environments, including microservices, containers, Docker, Kubernetes/EKS, serverless, and DevOps automation.
• Strong experience managing major incidents, crisis situations, RCA, and executive escalations.
• Experience managing budgets, P&L, vendors, contracts, and SOW governance.
• Strong client-facing experience with C-suite and VP-level stakeholders.
• Excellent communication, presentation, negotiation, leadership, and problem-solving skills.

Education & Certifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Master’s degree or MBA is preferred.
• Preferred certifications include: ITIL v4 ,AWS Certified Solutions Architect / SysOps Administrator

ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women.