Service Delivery Manager - Server & Storage

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Location: Richmond, VA

Job Description:

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

• 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

• 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

• 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

• 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

• 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

• 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:
  • Windows/Linux servers
  • Enterprise storage platforms
  • Virtualization (VMware/Hyper-V)
  • Data center operations
  • 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

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.