Service Delivery Manager - IT Infrastructure and Cloud Managed Services

Unisys•USA Remote, PA

About The Position

The Service Delivery Manager leads managed cloud and infrastructure services across multiple technology disciplines. The role provides a first-level Site Reliability Engineering (SRE) function, including monitoring, triage, incident response, technical coordination, and service restoration across supported environments. It requires working knowledge of enterprise infrastructure, Windows, Linux, backup and restore, storage, databases, and public cloud platforms such as GCP and AWS. 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 successful candidate identifies opportunities to automate repeatable operational activities, reduce manual intervention, improve reliability, and achieve measurable service-delivery improvements. The role also calls for sound business judgment, problem-solving, collaboration, and the ability to work in a fast-paced, dynamic environment. The manager recruits, develops, inspires, and retains a high-performing operations and engineering team, promoting accountability, knowledge sharing, and continuous improvement. The role manages day-to-day infrastructure and cloud service delivery; service performance against SLAs, KPIs, availability, quality, and operational objectives; incident leadership and escalations; staffing, skills, coverage, documentation, and readiness; and relationships with clients, internal stakeholders, technology partners, and third-party suppliers. It identifies recurring issues and capability gaps, coordinates corrective actions and risk mitigations, and supports service governance, account management, and bid activities as requested. The candidate should have progressive experience in IT infrastructure and cloud operations, managed services, service delivery, or SRE, including experience leading multidisciplinary technical or operations teams. The posting requires 5+ years of total experience, including 2 years of management experience. A bachelor's degree in a relevant discipline or equivalent relevant professional experience is required. Relevant technical, cloud, ITIL, automation, or service-management certifications are preferred. The role may require access to export-controlled commodities and technology; applicants should be eligible for any required U.S. Government authorizations.

Requirements

Progressive experience in IT infrastructure and cloud operations, managed services, service delivery, or SRE.
Previous experience leading multidisciplinary technical or operations teams.
Demonstrated experience managing services involving Windows, Linux, storage, backup and recovery, databases, and public cloud technologies.
Demonstrated automation and operational process-improvement experience, including identifying manual activities that can be automated.
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 understand technical issues and translate them into business and client impact.
Experience managing SLA and KPI performance in 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.
Baseline or working knowledge in several of the following areas: Windows Server administration, patching, availability, performance, and operational issues; Linux administration, patching, system health, performance, and troubleshooting; enterprise backup, restore, retention, and recovery; SAN, NAS, and enterprise storage; database availability, performance, connectivity, backup, recovery, and operational support; GCP and AWS compute, storage, networking, monitoring, and operations; monitoring, event management, incident triage, alerting, observability, and service reliability; operational automation, scripting, orchestration, or Infrastructure as Code.
Eligibility for any required U.S. Government authorizations if access to export-controlled commodities or technology is required.

Nice To Haves

Relevant technical, cloud, ITIL, automation, or service-management certifications.

Responsibilities

Manage day-to-day delivery of infrastructure and cloud 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 on 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, skills, and other resources align with contractual, financial, and solution requirements.
Identify resource or capability gaps and document associated risks, mitigation plans, and contingencies.
Champion an automation-first approach to operational service delivery.
Identify repetitive support activities, manual processes, and recurring incidents that may be automated.
Partner with engineering teams to develop and 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 align 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.