Service Delivery Manager – IT Infrastructure, Cloud Managed Services

🔥 3 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

☁️ Cloud Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Unisys

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1980

💼 Consulting

📦 Logistics

🤖 Artificial Intelligence

💰 Post-IPO Debt on 2020-10

Consulting • Logistics • Artificial Intelligence

Unisys is a global technology solutions company that specializes in providing digital workplace solutions, cloud and applications services, enterprise computing, logistics optimization, and consulting. Leveraging artificial intelligence, Unisys accelerates productivity and drives innovation by offering cutting-edge solutions that enhance the efficiency of businesses and public services. The company collaborates with leading organizations worldwide to create tailored AI models and digital experiences that secure and improve business processes, ultimately realizing the full potential of AI. Unisys also plays a key role in logistics optimization using quantum computing and data analytics to enhance capacity utilization and route planning. Emphasizing cybersecurity and compliance, Unisys ensures a secure business environment for its clients.

📋 Description

• Lead managed Cloud and Infrastructure services across multiple technology disciplines • Provide first-level SRE functions including monitoring, triage, incident response, technical coordination, and service restoration • Recruit, develop, inspire, and retain a high-performing operations and engineering team • Manage day-to-day delivery of infrastructure and Cloud Services • Ensure SLA, KPI, availability, quality, and operational performance objectives are achieved • Lead service-impacting incidents and escalations, engaging appropriate technical resources and stakeholders • Drive operational accountability and follow issues through to resolution • Identify recurring operational issues and implement permanent corrective actions with engineering teams • Maintain staffing, skills, coverage, documentation, and operational readiness • Manage client, internal stakeholder, technology partner, and third-party supplier relationships • Validate staffing and resources against contractual, financial, and solution requirements • Identify resource or capability gaps and document risks, mitigation plans, and contingencies • Champion automation-first operational service delivery • Identify repetitive support activities, manual processes, and recurring incidents for automation • Partner with engineering teams to implement automation that reduces manual effort, improves reliability, and accelerates incident resolution • Track automation benefits and identify further improvement opportunities • Promote standardization, documentation, knowledge management, and reusable operational processes • Review service performance, risks, resource needs, and improvement opportunities with account and client stakeholders • Support account management and bid teams by reviewing service-delivery requirements, staffing assumptions, operational risks, and solution dependencies • Participate in governance and service-review activities

🎯 Requirements

• Progressive experience in IT Infrastructure & Cloud operations, managed services, service delivery, or SRE • Previous experience leading multidisciplinary technical or operations teams • Experience managing services involving Windows, Linux, storage, backup and recovery, databases, and public cloud technologies • Automation and operational process-improvement experience • Experience managing incidents, escalations, service restoration, root-cause follow-up, and continuous service improvement • Strong understanding of ITIL and service-management practices, including Incident, Problem, Change, Event, and Service Level Management • Ability to translate technical issues into business and client impact • Experience managing SLA and KPI performance within a managed services environment • Strong communication, leadership, analytical, problem-solving, negotiation, organizational, and stakeholder-management skills • Experience managing third-party suppliers and technology partners • Ability to operate effectively in a fast-paced environment involving multiple technologies, priorities, clients, and technical teams • Bachelor's degree in Information Technology, Computer Science, Business Management/Administration, or a related discipline, or equivalent relevant professional experience • 5+ years of total experience, including 2 years of management experience • Working knowledge of Windows Server administration, patching, availability, performance, and operational issues • Working knowledge of Linux server administration, patching, system health, performance, and troubleshooting • Knowledge of enterprise backup, restores, retention, and recovery • Knowledge of SAN, NAS, and enterprise storage concepts • Baseline understanding of database availability, performance, connectivity, backup, recovery, and operational support • Knowledge of GCP and AWS core compute, storage, networking, monitoring, and operational concepts • Knowledge of monitoring, event management, incident triage, alerting, observability, and service reliability • Knowledge of operational automation, scripting, orchestration, and Infrastructure as Code • Eligibility for any required U.S. Government authorizations for access to export-controlled commodities and technology

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