Sr IT Infrastructure Service Delivery Manager

Florida Blue (Blue Cross and Blue Shield of Florida) • United States,

5d • $100,400 - $163,200 • Hybrid

About The Position

The Sr IT Infrastructure Service Delivery Manager is responsible for coordinating and managing the enterprise's, as well as subsidiary's, Service Level Agreements (SLAs) to ensure high-quality infrastructure support services. This role will also support junior team members for mentorship.

Requirements

• 6+ years related work experience. Experience Details: Experience in IT service delivery management, preferably in a large-scale IT environment
• Related Bachelor’s degree or additional related equivalent work experience in Computer Science or Information Technology
• Strong understanding of IT service management best practices and ITIL framework
• Proven experience in managing SLAs, infrastructure compliance, and vendor relationships
• Strong understanding of IT IS services and technologies
• Excellent communication, stakeholder management, and Service Management skills
• Ability to work in a fast-paced environment, prioritizing multiple tasks and projects
• Strong analytical and problem-solving skills
• Strong PC skills specifically utilizing the MS Office Suite products (e.g., MS Word, MS Excels, etc.)
• Expert in MS Project 2010
• Expert in MS Excel

Nice To Haves

• PMI certified PMP (Project Management Professional)
• Experience with lean methodology (Green Belt)
• Experience with IT service management tools (ServiceNow)
• Experience with Unix Servers (Linux, AIX)
• ITIL Intermediate or Advanced certification
• Knowledge of cloud computing, cybersecurity, and emerging technologies
• Knowledge with IT infrastructure automation tools (e.g., Ansible)
• Experience with Agile or DevOps methodologies
• Experience with GRC tools
• Experience with Compliance Vulnerability data generation tools
• Experience with Nist 800-53 controls and their implementation

Responsibilities

• Collaborates with manager to ensure successful delivery of roadmap objectives and milestones
• Oversee issue resolution, ensuring timely and effective problem-solving, and escalating complex issues to minimize disruption to services or deliverables
• Collaborate with stakeholders to oversee hardware lifecycle, ensuring compliance with regulatory requirements and negotiating contracts and agreements for deliverables
• Oversee compliance remediation efforts to mitigate potential security risk
• Oversee compliance to ensure adherence to contractual obligations
• Oversee respective delivery of changes that are relevant to minimize disruptions and ensure smooth operational outcomes for respective work tasks assigned
• Oversee after-hours changes to minimize downtime and ensure business continuity when appropriate
• Engage and support vendor relationships and procurement processes to ensure compliance and efficiency of expected outcomes
• Work with management to assist managing budgets and costs to ensure that costs are controlled and value for money is achieved with respect to the services managed and/or delivered
• Collaborate with stakeholders to ensure that training and awareness programs are effective and meet the needs of the organization
• Develop and implement strategies to address emerging threats and technologies and ensure that processes and procedures are adapted to meet new challenges for problem/incident/change/vulnerability/configuration management
• Conduct process audits and assessments to ensure that processes are operating effectively and efficiently for problem/incident/change/vulnerability/configuration management
• Develop and implement process improvements to address identified gaps and weaknesses
• Lead high-volume enterprise server operating system upgrades, end of life migrations, storage array migrations, and other Infrastructure as a Service (IaaS) operational technical lead coordination like patching support and coordinating with application owners to ensure testing and validation of high-risk changes

Benefits

• Medical, dental, vision, life and global travel health insurance
• Income protection benefits: life insurance, short- and long-term disability programs
• Leave programs to support personal circumstances
• Retirement Savings Plan including employer match
• Paid time off, volunteer time off, 10 holidays and 2 well-being days
• Additional voluntary benefits available
• A comprehensive wellness program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior