Job Description

Service Delivery Manager

Location: Baltimore, MD

Duration: Fulltime

Job Description Must Have Technical/Functional Skills:

• Strong understanding of IT infrastructure domains:
• Server & storage technologies
• Data center operations
• Network and security infrastructure
• Cloud platforms (Azure/AWS/GCP)
• Virtualization (VMware/Hyper V)
• Backup/DR solutions
• Good command of ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.)

Roles & Responsibilities:

• Own end to end delivery of IT infrastructure services, including servers, storage, networks, cloud platforms, and end user computing.
• Ensure all infrastructure services meet agreed upon SLAs, OLAs, and KPIs.
• Oversee incident, problem, and change management processes in compliance with ITIL standards.
• Lead daily/weekly operational reviews, ensuring timely escalation and resolution of critical issues.
• Manage service continuity and availability to avoid service disruption.
• Identify service improvement opportunities and drive optimization initiatives.
• Coordinate with architecture, security, and project management teams for infrastructure upgrades and rollouts.
• Identify the pain areas and provide solutions/Convert them into business opportunities

In order to comply with U.S. laws and regulations applicable to this position, the person(s) hired must possess the ability to obtain US Security Clearance which requires that the person be a U.S. Citizen, a U.S. Permanent Resident (i.e., a Green Card Holder), or a Political Asylee or Refugee.

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