Description
Description
SAIC is seeking a highly skilled Infrastructure Service Delivery Manager to lead and manage our IT infrastructure teams, ensuring top-level service delivery and customer satisfaction. This role will be responsible for overseeing day-to-day operations across Data Center, Network, and Security teams, while ensuring alignment with key performance indicators (KPIs), service levels, and the ITIL Foundation execution model. The ideal candidate will be adept at managing relationships with challenging customers, driving operational excellence, and fostering continuous improvement across all service areas.
Key Responsibilities:
· Service Delivery & Performance Management:
· Lead the infrastructure service delivery function, ensuring that all teams consistently meet or exceed KPIs and service level agreements (SLAs).
· Develop and implement processes aligned with ITIL best practices to drive efficient and reliable operations.
· Ensure alignment of the infrastructure teams with organizational goals and service delivery expectations.
· Data Center Management:
· Oversee the Data Center operations team, including Oracle and SQL DBAs, server teams, and related functions to maintain uptime and performance.
· Ensure optimal functioning of systems and infrastructure, addressing issues proactively to minimize downtime.
· Network Operations & Oversight:
· Manage a 24/7/365 Network Operations Center (NOC), ensuring network performance and uptime across Cisco, Palo Alto, and Aruba wireless environments.
· Collaborate with the NOC team to resolve network incidents quickly and efficiently, ensuring continuity and high performance.
· Security Operations:
· Oversee the 24/7/365 Security Operations Center (SOC), ensuring compliance with security standards and proactive threat management.
· Coordinate with the security team to address and mitigate cybersecurity threats and vulnerabilities.
· Customer & Stakeholder Management:
· Serve as the primary point of contact for a challenging customer base, managing escalations and maintaining a high level of client satisfaction.
· Build strong, collaborative relationships with internal and external stakeholders to drive improvements and meet service expectations.
· Continuous Improvement & Innovation:
· Identify and implement opportunities for service improvements and automation.
· Drive continuous improvement initiatives across all areas of infrastructure management.
Qualifications
Requirements:
· Bachelor's degree in information technology, Computer Science, or related field; advanced degree preferred.
· Proven experience (5+ years) managing IT infrastructure services in a large, complex environment.
· Strong knowledge of ITIL Foundation model and experience with service management frameworks.
· Expertise in managing Data Center operations, including Oracle and SQL DBA functions, as well as server infrastructure.
· Experience managing 24/7/365 NOC and SOC environments, with knowledge of Cisco, Palo Alto, and Aruba wireless networks.
· Excellent leadership and people management skills, with the ability to lead cross-functional teams.
· Strong analytical and problem-solving skills.
· Experience working with challenging customers and managing complex stakeholder relationships.
Preferred Skills:
· ITIL certification (Foundation or higher).
· Experience in managing large-scale infrastructure projects.
· Familiarity with cloud-based infrastructure solutions.
Location:
This position is located in Anaheim, California, and may require some local driving and occasional travel.
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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