Strategic Service Delivery Lead - IT Ops (Remote)

Blue Mantis; New York (NY); On-site; USD 130,000 - 150,000; Full time

Job summary

Blue Mantis is seeking a Service Delivery Lead with a strong foundation in enterprise IT systems to serve as the technical liaison for a strategic client. This remote role emphasizes customer-focused leadership, ITIL-aligned processes, and hands-on technical capability across Windows Server, networks, cloud, and virtualization.

The ideal candidate will guide IT solutions, manage incidents and changes, and provide ongoing operational excellence while coordinating with remote teams to ensure

Qualifications

• Extensive experience managing enterprise IT infrastructure and operations.
• Strong customer orientation and ability to act as liaison between client and technical teams.
• Ability to coordinate with remote teams and cover events, including weekends if needed.

Responsibilities

• Act as a technical escalation point of contact for assigned customers.
• Understand client’s business goals and technical environment to guide IT solutions.
• Regularly review system health reports, performance metrics, processes, and KPIs to provide insights and recommendations.
• Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
• Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
• Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence.
• Support ITIL-based event, incident, problem, and change management efforts.
• Coordinate root cause analysis and ensure timely follow-up with clients for major issues.
• Provide monthly KPI reporting and data-driven recommendations.

Skills

Windows Server

Cisco Networking

Azure

AWS

VMware

TAM experience

Customer-facing

Metrics analysis

Job description

Blue Mantis is seeking a Service Delivery Lead with a strong foundation in enterprise IT systems to serve as the technical liaison for a strategic client. This remote role emphasizes customer-focused leadership, ITIL-aligned processes, and hands-on technical capability across Windows Server, networks, cloud, and virtualization.

The ideal candidate will guide IT solutions, manage incidents and changes, and provide ongoing operational excellence while coordinating with remote teams to ensure