Service Delivery Manager Server & Storage

Lancesoft

Richmond, VA

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JOB DETAILS

SALARY

$98.54

LOCATION

Richmond, VA

POSTED

1 day ago

Shift: Monday-Friday, regular 1st shift working hours
Duration: 12 Months
Pay range: $98.54 - $98.54/hr.
100%Remote Job role
Job Description:

Service Delivery Manager –Infrastructure (Servers, Storage & Data Center)
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. The 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.
This position owns operational performance, SLA adherence, incident governance, and continuous service improvement, ensuring infrastructure services are delivered consistently and aligned with business expectations.
Key Responsibilities
1. Service Delivery & Operations
•Oversee daily operations of infrastructure services (compute, storage, virtualization, data center facilities, and cloud platforms)
•Ensure availability, reliability, and performance meet agreed SLAs and OLAs
•Monitor operational health, capacity, and service performance metrics
•Drive restoration during major incidents and ensure timely resolution
•Ensure operational readiness for releases, patches, and changes
•Govern backup, recovery, and operational resiliency processes
2. Vendor & MSP Governance
•Act as primary operational interface with Managed Service Providers
•Conduct daily/weekly operational reviews and service performance tracking
•Enforce contractual SLAs, KPIs, and penalty/credit mechanisms
•Validate work quality, change execution, and incident handling
•Escalate and manage vendor performance issues
•Drive continuous improvement plans with vendors
3. Stakeholder Management
•Serve as single point of contact for business units regarding infrastructure services
•Communicate outages, risks, maintenance, and service performance
•Provide operational reporting and executive service summaries
•Partner 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 major incident coordination and communication
•Ensure root cause analysis (RCA) and preventive actions are completed
•Govern infrastructure changes through 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 (availability, MTTR, change success rate*** 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 migrations
6. Compliance & Risk
•Ensure infrastructure operations adhere to security and compliance policies
•Support audit activities (SOX, SOC2, ISO, internal audits)
•Maintain patching and vulnerability remediation governance
•Manage operational risks and mitigation plans
Required Skills & Experience
•10+ years in IT Infrastructure Operations or Service Delivery
•3+ years managing vendors or managed services providers
•Strong understanding of:
o Windows/Linux servers
o Enterprise storage platforms
o Virtualization (VMware/Hyper-V)
o Data center operations
o Public cloud (Azure)
•Experience managing SLAs, KPIs, and operational reporting
•Hands-on knowledge of ITIL (Incident, Problem, Change, Service Level Management)
•Experience running major incidents and stakeholder communications
•Ability to operate in 24x7 critical environments
Preferred Qualifications
•ITIL Certification (v3 or v4)
•Experience in hybrid cloud environments
•Exposure to monitoring tools (SolarWinds, etc.)
•Experience supporting regulated environments (SOX/SOC/PCI)
Key Success Metrics
•SLA compliance (% availability)
•Mean Time to Restore (MTTR)
•Change success rate
•Incident recurrence rate reduction
•Vendor SLA adherence
•Customer satisfaction score
•Capacity and performance stability
Soft Skills
•Strong ownership mindset
•Clear executive communication
•Calm under pressure during outages
•Vendor negotiation and governance ability
•Cross-team collaboration

Employee Benefits:
At LanceSoft, full time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits:

Four options of medical Insurance
Dental and Vision Insurance
401k Contributions
Critical Illness Insurance
Voluntary Permanent Life Insurance
Accident Insurance
Other Employee Perks

About LanceSoft
LanceSoft is rated as one of the largest staffing firms in the US by SIA. Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch.

About the Company

Lancesoft

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE

2,000 to 2,499 employees

INDUSTRY

Staffing/Employment Agencies

FOUNDED

2000

WEBSITE

http://www.lancesoft.com/