Service Delivery Manager - IT Infrastructure and Cloud Managed Services

What success looks like in this role:

Position Overview

- The Delivery Manager is responsible for leading managed Cloud & Infrastructure services across multiple technology disciplines. This role provides a first-level Site Reliability Engineering (SRE) function responsible for monitoring, triage, incident response, technical coordination and service restoration across supported environments.

- The role requires a strong working knowledge of enterprise infrastructure, Windows, Linux, backup and restore, storage, databases, and cloud platforms such as GCP and AWS. The individual must be able to effectively lead technical teams, manage operational risks and escalations, and communicate technical issues and business impact to clients and stakeholders.

- Automation is a core component of this role. The successful candidate should have demonstrated experience identifying opportunities to automate repeatable operational activities, reduce manual intervention, improve reliability and drive measurable improvements in service delivery.

- The ideal candidate should enjoy working in a fast-paced and dynamic environment, exercise sound business judgment, and apply strong problem-solving and collaboration skills across a complex organization.

- Recruit, develop, inspire and retain a high-performing operations and engineering team while promoting accountability, knowledge sharing and continuous improvement.

Responsibilities Managed Service Delivery

- Manage day-to-day delivery of infrastructure and Cloud Services.

- Ensure achievement of SLA, KPI, availability, quality and operational performance objectives.

- Provide leadership during service-impacting incidents and escalations, ensuring the appropriate technical resources and stakeholders are engaged.

- 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 staffing levels, skill levels and other resources align with contractual, financial and solution requirements.

- Identify resource or capability gaps and document associated risks, mitigation plans and contingencies.

Automation and Continuous Improvement

- 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 develop and implement automation that reduces manual effort, improves service reliability and accelerates incident resolution.

- Apply a working understanding of common infrastructure automation, scripting, orchestration and Infrastructure as Code concepts.

- Track the operational benefits of automation initiatives and continuously identify additional opportunities for improvement.

- Promote standardization, documentation, knowledge management and reusable operational processes across teams.

Service Governance and Commercial Support

- Review service performance, risks, resource needs and improvement opportunities with account and client stakeholders.

- Support account management and bid teams by reviewing relevant service-delivery requirements, staffing assumptions, operational risks and solution dependencies when requested.

- Participate in governance and service-review activities to maintain a shared understanding of operational expectations, performance and priorities.

You will be successful in this role if you have:

- Progressive experience in IT Infrastructure & Cloud operations, managed services, service delivery, SRE.

- Previous experience leading multidisciplinary technical or operations teams.

- Demonstrated experience managing services in environments involving Windows, Linux, storage, backup and recovery, database 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 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.

- Relevant technical, cloud, ITIL, automation or service-management certifications are preferred.
- 5+ years of total experience with 2 years of management experience

Technical Knowledge

The successful candidate should demonstrate baseline or working knowledge across several of the following technology areas:

- Windows: Windows Server administration concepts, patching, availability, performance and common operational issues.

- Linux: Linux server administration concepts, patching, system health, performance and troubleshooting.

- Backup and Restore: Enterprise backup concepts, backup failures, restores, retention and recovery.

- Storage: SAN, NAS and enterprise storage concepts, including capacity, performance and availability.

- Database: Baseline understanding of database availability, performance, connectivity, backup and recovery, and operational support.

- Cloud: Knowledge of GCP and AWS  including core compute, storage, networking, monitoring and operational concepts.

- Monitoring / SRE: Monitoring, event management, incident triage, alerting, observability concepts and service reliability.

- Automation: Operational automation, scripting, orchestration, Infrastructure as Code or similar automation concepts.

This role may require access to export-controlled commodities and technology.  Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’   EEO commitment here .