Information Technology Service Delivery Manager

Location: FULLY REMOTE

Insight Global is seeking a Service Delivery Manager – Infrastructure for a top enterprise client. This role is responsible for end-to-end operational delivery of infrastructure services, ensuring stability, security, and performance across on-prem and cloud environments. The ideal candidate will act as the bridge between business stakeholders, internal technology teams, and managed service providers, owning SLA performance, major incident governance, and continuous improvement initiatives. This is a highly visible role suited for someone who thrives in fast-paced, mission-critical environments and excels at stakeholder communication and vendor management.

Responsibilities:

• Oversee daily infrastructure operations across compute, storage, virtualization, data centers, and cloud
• Ensure SLA and OLA compliance for availability, performance, and reliability
• Act as primary operational liaison with Managed Service Providers
• Lead major incident response, coordination, and communications
• Govern incident, problem, and change management processes
• Track operational KPIs including availability, MTTR, and change success rate
• Drive continuous service improvement, automation, and cost optimization initiatives
• Ensure backup, recovery, resiliency, patching, and vulnerability remediation governance
• Provide executive service reporting and stakeholder communications
• Support audits and ensure compliance with security and regulatory standards

Must-Haves

• 10 years of IT Infrastructure Operations or Service Delivery experience
• 3 years managing Managed Service Providers (MSPs) or vendors
• Strong hands-on knowledge of: Windows & Linux servers, Enterprise storage platforms, Virtualization (VMware, Hyper-V), Data center operations, Public cloud environments (Azure)
• Proven experience managing SLAs, KPIs, and operational reporting
• Strong ITIL process knowledge (Incident, Problem, Change, Service Level Management)
• Experience leading major incidents and executive-level communications
• Ability to operate effectively in 24x7, mission-critical environments

Plusses

• ITIL v3 or v4 certification
• Hybrid cloud infrastructure experience
• Experience with monitoring tools (SolarWinds or similar)
• Background supporting regulated environments (SOX, SOC, PCI)

Compensation:

$80/hr to $90/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.