Sr IT Infrastructure Service Delivery Manager

The Sr IT Infrastructure Service Delivery Manager is responsible for coordinating and managing the enterprise's, as well as subsidiary's, Service Level Agreements (SLAs) to ensure high-quality infrastructure support services. This role will also support junior team members for mentorship.

Job duties include but are not limited to:

• Collaborates with manager to ensure successful delivery of roadmap objectives and milestones
• Oversee issue resolution, ensuring timely and effective problem-solving, and escalating complex issues to minimize disruption to services or deliverables
• Collaborate with stakeholders to oversee hardware lifecycle, ensuring compliance with regulatory requirements and negotiating contracts and agreements for deliverables
• Oversee compliance remediation efforts to mitigate potential security risk
• Oversee compliance to ensure adherence to contractual obligations
• Oversee respective delivery of changes that are relevant to minimize disruptions and ensure smooth operational outcomes for respective work tasks assigned
• Oversee after-hours changes to minimize downtime and ensure business continuity when appropriate
• Engage and support vendor relationships and procurement processes to ensure compliance and efficiency of expected outcomes
• Work with management to assist managing budgets and costs to ensure that costs are controlled and value for money is achieved with respect to the services managed and/or delivered
• Collaborate with stakeholders to ensure that training and awareness programs are effective and meet the needs of the organization
• Develop and implement strategies to address emerging threats and technologies and ensure that processes and procedures are adapted to meet new challenges for problem/incident/change/vulnerability/configuration management
• Conduct process audits and assessments to ensure that processes are operating effectively and efficiently for problem/incident/change/vulnerability/configuration management
• Develop and implement process improvements to address identified gaps and weaknesses
• Lead high-volume enterprise server operating system upgrades, end of life migrations, storage array migrations, and other Infrastructure as a Service (IaaS) operational technical lead coordination like patching support and coordinating with application owners to ensure testing and validation of high-risk changes

Job Requirements:

• 6+ years related work experience. Experience Details: Experience in IT service delivery management, preferably 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 in 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, prioritizing multiple tasks and projects
• Strong analytical and problem-solving skills
• Strong PC skills specifically utilizing the MS Office Suite products (e.g., MS Word, MS Excels, etc.).
• Expert in MS Project 2010
• Expert in MS Excel

Preferred:

• PMI certified PMP (Project Management Professional)
• Experience with lean methodology (Green Belt)
• Experience with IT service management tools (ServiceNow)
• Experience with Unix Servers (Linux, AIX)
• ITIL Intermediate or Advanced certification
• Knowledge of cloud computing, cybersecurity, and emerging technologies
• Knowledge with IT infrastructure automation tools (e.g., Ansible)
• Experience with Agile or DevOps methodologies
• Experience with GRC tools
• Experience with Compliance Vulnerability data generation tools
• Experience with Nist 800-53 controls and their implementation

General Physical Demands Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

This position offers a hybrid work arrangement which combines flexibility with in-office engagement. Team schedules are determined based on role requirements and business needs. Travel to and from our corporate or regional offices may be required.

What We Offer: As a Florida Blue employee, you will be at the heart of GuideWell’s vision – to lead the nation in transforming health through compassionate, connected, and technology-enabled care that delivers personalized value and empowered living.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance;
• Income protection benefits: life 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 and 2 well-being days;
• Additional voluntary benefits available; and
• A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Annualized Salary Range: $100,400 - $163,200

Typical Annualized Hiring Range: $100,400 - $125,500

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.