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

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.

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This 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.

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