Service Delivery Manager

Ace Stack

Baltimore, MD

Service Delivery Manager

Location: Baltimore, MD FTE ONLY

Job Description

Strong understanding of IT infrastructure domains:

Server & storage technologies

Data center operations

Network and security infrastructure

Cloud platforms (Azure/AWS/GCP)

Virtualization (VMware/Hyper V)

Backup/DR solutions

Good command of ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.).

Roles & Responsibilities

Own end to end delivery of IT infrastructure services, including servers, storage, networks, cloud platforms, and end user computing.

Ensure all infrastructure services meet agreed upon SLAs, OLAs, and KPIs.

Oversee incident, problem, and change management processes in compliance with ITIL standards.

Lead daily/weekly operational reviews, ensuring timely escalation and resolution of critical issues.

Manage service continuity and availability to avoid service disruption.

Identify service improvement opportunities and drive optimization initiatives.

Coordinate with architecture, security, and project management teams for infrastructure upgrades and rollouts.

Ace Stack

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Vacancy posted 2 days ago

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