Service Delivery Manager - Server & Storage

Job#: 3028252 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 Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click here for more details. Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide. Employee Type: Contract Remote: Yes Location: Richmond, VA, US Job Type: Infrastructure and Security Date Posted: March 30, 2026 Pay Range: $90 - $110 per hour Similar Jobs * Storage Services Analyst * Program Manager: IV (Lead) / Service Delivery Manager * Delivery & Communications Lead - NC * Project Manager - AI Delivery * Storage Clerk

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