Service Delivery Manager - Infrastructure Operations, Workload Automation &Incident Response

Unisys; Oregon; Hybrid; USD 120,000 - 160,000; Full time

Job summary

Unisys is seeking a Delivery Manager to lead managed services across infrastructure, workload automation, and the Incident Response Team. You will drive operational excellence, SLA adherence and staffing readiness across Windows, Linux, storage, databases and cloud platforms.

Strong leadership and a proven automation mindset are essential in this fast-paced environment. You will work with cross‑functional teams to reduce manual intervention, improve reliability and deliver measurable

Qualifications

• Progressive experience in IT infrastructure operations, managed services, service delivery, SRE, workload automation or enterprise operations.
• Previous experience leading multidisciplinary technical or operations teams.
• Demonstrated experience managing services in Windows, Linux, storage, backup and recovery, databases and cloud technologies.
• BA/BS degree and 5+ years’ relevant experience OR equivalent combination of education and relevant experience; 2 years’ leadership experience.

Responsibilities

• Manage day-to-day delivery of infrastructure, workload automation and Incident Response Team services.
• Ensure achievement of SLA, KPI, availability and operational performance objectives.
• Provide leadership during incidents and escalations, engaging the right resources.
• Drive accountability across technology teams and ensure issues are resolved.
• Identify recurring issues and implement permanent corrective actions.
• Maintain staffing, skills and readiness across supported services.
• Manage relationships with clients, stakeholders and partners.
• Align staffing and resources with contractual and financial requirements.
• Document risks and mitigation plans for gaps.
• Provide leadership for the Incident Response Team and first/second-level SRE operations.
• Ensure monitoring, event management, triage, escalation and restoration processes.
• Coordinate support across Windows, Linux, storage, backup, databases and cloud.
• Promote automation and proactive operations to reduce incidents.
• Partner with engineering for root-cause analysis and continuous improvement.
• Lead enterprise workload automation and job-scheduling platforms (Control-M, AutoSys, Tivoli).
• Apply workload scheduling concepts and ensure proper prioritization and recovery.
• Improve reliability and reduce manual intervention through automation.
• Champion an automation-first culture in service delivery.
• Identify repetitive tasks and candidate automation opportunities.
• Collaborate with engineering to implement automation for reliability and faster resolution.
• Apply IaC concepts and orchestration knowledge.
• Track benefits of automation initiatives and standardize processes across teams.

Skills

IT infrastructure

SRE

Workload automation

Managed services

Education

BA/BS degree

Job description

What success looks like in this role:

Position Overview

The Delivery Manager is responsible for leading managed infrastructure and workload automation services across multiple technology disciplines. This role provides operational leadership for Workload Automation and the Incident Response Team (IRT), a first‑level Site Reliability Engineering (SRE) function responsible for monitoring, triage, incident response, technical coordination and service restoration across supported environments. The role requires a strong working knowledge of enterprise infrastructure and workload automation technologies, including Control-M, AutoSys, Tivoli and other applicable workload automation platforms, Windows, Linux, backup and restore, storage, databases, and cloud platforms such as OCI, AWS and Microsoft Azure. The individual must be able to effectively lead technical teams, manage operational risks and escalations, and communicate technical issues and business impact to clients and stakeholders. Automation is a core component of this role. The successful candidate should have demonstrated experience identifying opportunities to automate repeatable operational activities, reduce manual intervention, improve reliability and drive measurable improvements in service delivery. The ideal candidate should enjoy working in a fast‑paced and dynamic environment, exercise sound business judgment, and apply strong problem‑solving and collaboration skills across a complex organization. Recruit, develop, inspire and retain a high‑performing operations and engineering team while promoting accountability, knowledge sharing and continuous improvement.

Business and Industry Skills

Demonstrates working knowledge across infrastructure operations, workload automation, SRE practices and managed services delivery. Stays current with relevant IT infrastructure, cloud, automation and service‑management technologies, ITIL practices and vendor offerings. Communicates in an open, candid, clear, complete and consistent manner. Listens well, conveys technical and business information in easily understood formats, and demonstrates professionalism in formal and informal interactions. Understands the meaning and implications of key operational and financial indicators and uses data to identify issues, evaluate service performance and develop practical improvement plans. Collaborates effectively across technology towers, client teams, account leadership, engineering teams and third‑party suppliers to drive service outcomes.

Responsibilities

Managed Service Delivery

• Manage day‑to‑day delivery of infrastructure, workload automation and Incident Response Team services.
• Ensure achievement of SLA, KPI, availability, quality and operational performance objectives.
• Provide leadership during service‑impacting incidents and escalations, ensuring the appropriate technical resources and stakeholders are engaged.
• Drive operational accountability across technology teams and ensure issues are followed through to resolution.
• Identify recurring operational issues and partner with engineering teams to implement permanent corrective actions.
• Maintain appropriate staffing, skills, coverage, documentation and operational readiness across supported services.
• Manage relationships with clients, internal stakeholders, technology partners and third‑party suppliers.
• Validate that staffing levels, skill levels and other resources align with contractual, financial and solution requirements.
• Identify resource or capability gaps and document associated risks, mitigation plans and contingencies.

Incident Response / SRE Operations

• Provide leadership for the Incident Response Team, supporting first and second‑level SRE and infrastructure operations.
• Ensure effective monitoring, event management, incident triage, escalation, troubleshooting and service‑restoration processes.
• Coordinate support across Windows, Linux, backup and restore, storage, database, cloud and other infrastructure technologies.
• Promote proactive operations by identifying repeat incidents, alert noise, manual activities and opportunities for improved monitoring and automation.
• Partner with engineering and technology tower teams for complex incidents, problem management, root‑cause analysis and continuous improvement.

Workload Automation

• Provide service delivery leadership for enterprise workload automation and job‑scheduling platforms, including Control‑M, AutoSys, Tivoli and other applicable workload automation technologies.
• Apply a working understanding of workload scheduling concepts, dependencies, job failures, batch processing, alerting, escalation and operational recovery.
• Ensure workload automation incidents and failures are appropriately prioritized, investigated, escalated and communicated.
• Work with technical teams to improve workload reliability and reduce repetitive manual intervention.
• Support continuous improvement of workload automation processes, monitoring, support procedures and operational controls.

Automation and Continuous Improvement

• Champion an automation‑first approach to operational service delivery.
• Identify repetitive support activities, manual processes and recurring incidents that are candidates for automation.
• Partner with engineering teams to develop and implement automation that reduces manual effort, improves service reliability and accelerates incident resolution.
• Apply a working understanding of common infrastructure automation, scripting, orchestration and Infrastructure as Code concepts.
• Track the operational benefits of automation initiatives and continuously identify additional opportunities for improvement.
• Promote standardization, documentation, knowledge management and reusable operational processes across teams.

Service Governance and Commercial Support

• Review service performance, risks, resource needs and improvement opportunities with account and client stakeholders.
• Support account management and bid teams by reviewing relevant service‑delivery requirements, staffing assumptions, operational risks and solution dependencies when requested.
• Participate in governance and service‑review activities to maintain a shared understanding of operational expectations, performance and priorities.

You will be successful in this role if you have:

Skills, Experience & Qualifications

• Progressive experience in IT infrastructure operations, managed services, service delivery, SRE, workload automation or enterprise operations.
• Previous experience leading multidisciplinary technical or operations teams.
• Demonstrated experience managing services in environments involving Windows, Linux, storage, backup and recovery, database and cloud technologies.
• BA/BS degree and 5+ years’ relevant experience OR equivalent combination of education and relevant experience 2 years’ leadership experience.

Preferred Skills

• Hands‑on knowledge of Control‑M System Administration.#LI-JV1This role may require access to export‑controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at or alternatively Toll Free: (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.