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Senior IT Infrastructure Service Delivery Manager
GuideWell Source. Coordinate and manage enterprise and subsidiary Service Level Agreements to ensure high-quality infrastructure support services .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Delivery Management, focusing on Service Level Agreements, compliance, and vendor relationships. Proficient in implementing ITIL best practices and managing complex IT environments while ensuring business continuity and process improvements.
Highest-signal resume keywords
IT Service Delivery ManagementService Level Agreements (SLA) ManagementITIL Framework ExpertiseVendor Relationship ManagementCompliance Remediation
ATS Keywords
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Hard Skills
IT Service ManagementInfrastructure ComplianceAnalytical Problem-SolvingProcess ImprovementChange ManagementConfiguration ManagementVulnerability ManagementCloud Computing KnowledgeCybersecurity KnowledgeIT Infrastructure Automation
Soft Skills
Excellent CommunicationStakeholder ManagementMentoringPrioritizationCollaboration
Tools & Technologies
MS Project 2010MS ExcelServiceNowUnix Servers (Linux, AIX)GRC ToolsCompliance Vulnerability Data Generation ToolsNIST 800-53 Controls
Certifications & Qualifications
PMI Certified PMPITIL Intermediate CertificationITIL Advanced CertificationLean Methodology (Green Belt)
Industry Keywords
IT Service Management Best PracticesEmerging TechnologiesInfrastructure Support ServicesHardware Lifecycle ComplianceBusiness Continuity
Tech Stack
Tools & technologiesAnsibleCloudCyber SecurityITSMLinuxPMPServiceNowUnix
About the role
Key responsibilities & impact- Coordinate and manage enterprise and subsidiary Service Level Agreements to ensure high-quality infrastructure support services
- Mentor and support junior team members
- Collaborate with management to deliver roadmap objectives and milestones
- Oversee issue resolution and escalate complex issues to minimize service or deliverable disruptions
- Oversee hardware lifecycle compliance and negotiate contracts and agreements
- Oversee compliance remediation and adherence to contractual obligations
- Oversee changes, including after-hours changes, to minimize downtime and ensure business continuity
- Support vendor relationships and procurement processes
- Assist with budgets and costs to ensure controlled spending and value for money
- Collaborate with stakeholders on training and awareness programs
- Develop and implement strategies addressing emerging threats and technologies
- Adapt and audit processes for problem, incident, change, vulnerability, and configuration management
- Implement process improvements to address identified gaps and weaknesses
- Lead enterprise server operating system upgrades, end-of-life migrations, storage array migrations, patching support, and high-risk change testing and validation with application owners
Requirements
What you’ll need- 6+ years related work experience, preferably in IT service delivery management in a large-scale IT environment
- Related Bachelor’s degree or additional related equivalent work experience in Computer Science or Information Technology
- Strong understanding of IT service management best practices and ITIL framework
- Proven experience managing SLAs, infrastructure compliance, and vendor relationships
- Strong understanding of IT IS services and technologies
- Excellent communication, stakeholder management, and Service Management skills
- Ability to work in a fast-paced environment while prioritizing multiple tasks and projects
- Strong analytical and problem-solving skills
- Strong PC skills using the MS Office Suite
- Expert in MS Project 2010
- Expert in MS Excel
- Preferred: PMI certified PMP
- Preferred: Experience with lean methodology (Green Belt)
- Preferred: Experience with IT service management tools (ServiceNow)
- Preferred: Experience with Unix Servers (Linux, AIX)
- Preferred: ITIL Intermediate or Advanced certification
- Preferred: Knowledge of cloud computing, cybersecurity, and emerging technologies
- Preferred: Knowledge of IT infrastructure automation tools such as Ansible
- Preferred: Experience with Agile or DevOps methodologies
- Preferred: Experience with GRC tools
- Preferred: Experience with compliance vulnerability data generation tools
- Preferred: Experience with NIST 800-53 controls and their implementation
- Travel to and from corporate or regional offices may be required
Benefits
Comp & perks- Medical, dental, vision, life and global travel health insurance
- Short- and long-term disability programs
- Leave programs to support personal circumstances
- Retirement Savings Plan including employer match
- Paid time off
- Volunteer time off
- 10 holidays
- 2 well-being days
- Additional voluntary benefits
- Comprehensive wellness program
- Opportunities for incentive or commission compensation
- Annual reviews with pay for performance considerations for base pay increases