What are the responsibilities and job description for the Operations Lead / Service Delivery Manager position at TriTech Enterprise Systems, Inc.?
TriTech Enterprise Systems Inc. (TriTech) is seeking an 'Operations Lead / Service Delivery Manager' to support an onsite MD State contract. This candidate will provide leadership and be the single-point accountability for all operations, maintenance, and governance activities supporting contract. In addition, the candidate will coordinate multi-disciplinary teams across application, cloud, security, and DevOps domains to ensure uptime, compliance, and SLA performance.
Key Responsibilities
TriTech is an Equal Opportunity Employer!!!
Key Responsibilities
- Lead daily operations huddles, weekly CAB participation, and monthly SLA reviews.
- Manage incident lifecycle (triage → RCA → prevention) across supported systems.
- Oversee release readiness, ORC completion, and change control compliance.
- Approve SLA dashboards, audit reports, and compliance evidence before submission.
- Present CSI findings and quarterly improvement plans to the client.
- Act as escalation authority for Sev-1/Sev-2 incidents and outage communications.
- Coordinate with OMG, SCB, CAB and PMO for governance alignment and risk tracking.
- Mentor Axseum engineers; ensure cross-training and coverage continuity.
- Bachelor’s degree in Information Technology or related discipline.
- 10 years in IT operations, including 5 years in service delivery or program leadership.
- Demonstrated experience managing SLA-based, multi-vendor environments.
- Deep understanding of cloud (AWS GovCloud preferred) and ITIL v4 processes.
- PMP or ITIL v4 certification.
- AWS Solutions Architect – Associate or higher.
- Experience with Splunk, Jira, and ServiceNow.
- Strong communication and stakeholder-management skills.
TriTech is an Equal Opportunity Employer!!!