What are the responsibilities and job description for the Senior Service Delivery Manager position at AceStack?
Role : Service Delivery Manager
Location : Baltimore, MD
Duration : Full time
Service Delivery Manager --
Job Description
Must Have Technical/Functional Skills
• Strong understanding of IT infrastructure domains:
• Server & storage technologies
• Data center operations
• Network and security infrastructure
• Cloud platforms (Azure/AWS/GCP)
• Virtualization (VMware/Hyper V)
• Backup/DR solutions
• Good command of ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.).
Roles & Responsibilities
• Own end to end delivery of IT infrastructure services, including servers, storage, networks, cloud platforms, and end user computing.
• Ensure all infrastructure services meet agreed upon SLAs, OLAs, and KPIs.
• Oversee incident, problem, and change management processes in compliance with ITIL standards.
• Lead daily/weekly operational reviews, ensuring timely escalation and resolution of critical issues.
• Manage service continuity and availability to avoid service disruption.
• Identify service improvement opportunities and drive optimization initiatives.
• Coordinate with architecture, security, and project management teams for infrastructure upgrades and rollouts.
• Identify the pain areas and provide solutions/Convert them into business opportunities