Service Delivery Manager - Infrastructure

About the role

Job Title: Service Delivery Manager – Server & Storage Pay Rate: $96.43/hour Duration: 12 months Experience Required: 9–12 years Work Mode: Remote with occasional travel to Richmond, VA Role Summary The Service Delivery Manager – Infrastructure is responsible for the day-to-day operational delivery of infrastructure services across servers, storage platforms, data centers, and cloud environments. This role ensures stable, secure, and reliable service availability while acting as the primary liaison between business stakeholders, managed service providers (MSPs), and internal technology teams. The position oversees operational performance, SLA adherence, incident governance, and continuous service improvement to ensure infrastructure services are delivered consistently and aligned with business expectations. Key Responsibilities 1. Service Delivery & Operations Oversee daily operations of infrastructure services including compute, storage, virtualization, data center facilities, and cloud platforms. Ensure availability, reliability, and performance meet established SLAs and OLAs. Monitor operational health, capacity, and service performance metrics. Drive service restoration during major incidents and ensure timely resolution. Ensure operational readiness for releases, patches, and infrastructure changes. Govern backup, recovery, and operational resiliency processes. 2. Vendor & MSP Governance Serve as the primary operational interface with Managed Service Providers (MSPs). Conduct daily and weekly operational reviews and service performance tracking. Enforce contractual SLAs, KPIs, and associated penalty or credit mechanisms. Validate work quality, change execution, and incident handling processes. Escalate and manage vendor performance issues. Drive continuous improvement initiatives with vendors. 3. Stakeholder Management Act as the single point of contact for business units regarding infrastructure services. Communicate outages, risks, maintenance activities, and service performance updates. Provide operational reporting and executive-level service summaries. Collaborate with application, security, and architecture teams to align operations with business priorities. Manage expectations and coordinate service recovery during high-impact incidents. 4. Incident, Problem & Change Governance Lead coordination and communication during major incidents. Ensure root cause analysis (RCA) and preventive actions are completed. Govern infrastructure changes through the Change Advisory Board (CAB) process. Identify recurring issues and drive permanent remediation. Maintain operational runbooks and knowledge documentation. 5. Service Performance & Continuous Improvement Define and track operational KPIs such as availability, MTTR, change success rate, and capacity utilization. Drive automation, operational efficiency, and cost optimization initiatives. Identify service gaps and implement improvement plans. Ensure monitoring coverage and alert accuracy. Support operational readiness for new technologies and infrastructure migrations. 6. Compliance & Risk Ensure infrastructure operations comply with security and regulatory policies. Support audit activities including SOX, SOC2, ISO, and internal audits. Maintain governance for patching and vulnerability remediation. Manage operational risks and develop mitigation plans. Required Skills & Experience 10+ years of experience in IT Infrastructure Operations or Service Delivery . 3+ years managing vendors or managed service providers . Strong knowledge of: Windows and Linux servers Enterprise storage platforms Virtualization (VMware, Hyper-V) Data center operations Public cloud platforms (Azure) Experience managing SLAs, KPIs, and operational reporting . Hands-on knowledge of ITIL processes (Incident, Problem, Change, Service Level Management). Experience managing major incidents and stakeholder communications . Ability to operate in 24x7 critical infrastructure environments . Preferred Qualifications ITIL Certification (v3 or v4) Experience in hybrid cloud environments Experience with monitoring tools (e.g., SolarWinds) Experience supporting regulated environments (SOX, SOC, PCI) Key Success Metrics SLA compliance and service availability Mean Time to Restore (MTTR) Change success rate Reduction of recurring incidents Vendor SLA adherence Customer satisfaction scores Capacity and performance stability Soft Skills Strong ownership mindset Clear and effective executive communication Ability to remain calm under pressure during outages Vendor negotiation and governance capability Strong cross-team collaboration skills Who We Are SGF Global is an integrated talent solutions provider, offering staffing, recruitment, Employer of Record (EOR), nearshore, and consulting services across a wide range of industries in 35 countries. We're a dynamic, people-first organization where fresh ideas are always welcome. Our culture is built on collaboration, innovation, and a genuine passion for helping people grow. At SGF Global, smiles are part of the dress code, and every voice matters. Are you looking to join an organization where your ideas are valued, your growth is supported, and your work makes a global impact? We're always looking for talented individuals who are ready to make a difference. Explore opportunities Grow your career Be part of something global Your future starts here.