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

Unisys•USA Remote, PA

18d

About The Position

The Service Delivery Manager leads managed infrastructure and workload automation services across multiple technology disciplines, with operational leadership for Workload Automation and the Incident Response Team (IRT), a first-level Site Reliability Engineering function responsible for monitoring, triage, incident response, technical coordination, and service restoration. The role requires working knowledge of enterprise infrastructure and workload automation platforms, including Control-M, AutoSys, Tivoli, Windows, Linux, backup and restore, storage, databases, and cloud platforms such as OCI, AWS, and Microsoft Azure. The manager leads technical teams, manages operational risks and escalations, and communicates technical issues and business impact to clients and stakeholders. Automation is central to the role: the manager identifies repeatable activities to automate, reduces manual intervention, improves reliability, and drives measurable improvements in service delivery. The position also recruits, develops, inspires, and retains a high-performing operations and engineering team while promoting accountability, knowledge sharing, and continuous improvement. The role oversees day-to-day service delivery, service levels and operational performance, incident response and service restoration, workload automation operations, automation initiatives, and service governance. It collaborates with client teams, account leadership, engineering teams, technology partners, and suppliers to meet service outcomes and address resource, capability, and operational risks. The manager may also support account management and bid teams by reviewing service-delivery requirements, staffing assumptions, risks, and solution dependencies when requested.

Requirements

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 of relevant experience, or an equivalent combination of education and relevant experience.
Two years of leadership experience.
Working knowledge across infrastructure operations, workload automation, SRE practices, and managed services delivery.
Ability to communicate clearly and professionally, convey technical and business information in understandable formats, and listen effectively.
Ability to use operational and financial indicators to identify issues, evaluate service performance, and develop practical improvement plans.
Ability to collaborate across technology towers, client teams, account leadership, engineering teams, and third-party suppliers.
Working understanding of infrastructure automation, scripting, orchestration, and Infrastructure as Code concepts.
Working understanding of workload scheduling concepts, dependencies, job failures, batch processing, alerting, escalation, and operational recovery.
Applicant should be eligible for any required U.S. Government authorizations if access to export-controlled commodities and technology requires them.

Nice To Haves

Hands-on knowledge of Control-M System Administration.

Responsibilities

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.
Lead service-impacting incidents and escalations, engaging appropriate technical resources and stakeholders.
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, skills, and resources align with contractual, financial, and solution requirements.
Identify resource or capability gaps and document risks, mitigation plans, and contingencies.
Lead 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.
Identify repeat incidents, alert noise, manual activities, and opportunities to improve monitoring and automation.
Partner with engineering and technology tower teams on complex incidents, problem management, root-cause analysis, and continuous improvement.
Lead service delivery for enterprise workload automation and job-scheduling platforms, including Control-M, AutoSys, Tivoli, and other applicable technologies.
Apply understanding of workload scheduling concepts, dependencies, job failures, batch processing, alerting, escalation, and operational recovery.
Ensure workload automation incidents and failures are prioritized, investigated, escalated, and communicated appropriately.
Work with technical teams to improve workload reliability and reduce repetitive manual intervention.
Improve workload automation processes, monitoring, support procedures, and operational controls.
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 implement automation that reduces manual effort, improves reliability, and accelerates incident resolution.
Track the operational benefits of automation initiatives and identify further improvement opportunities.
Promote standardization, documentation, knowledge management, and reusable operational processes across teams.
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 when requested.
Participate in governance and service-review activities to maintain shared understanding of operational expectations, performance, and priorities.
Recruit, develop, inspire, and retain a high-performing operations and engineering team while promoting accountability, knowledge sharing, and continuous improvement.