Infrastructure Service Delivery Manager – Principal
Chicago, Illinois, United States of America
Full Time
3 weeks ago
No Visa Sponsorship
Key skills
LeadershipCommunication
About this role
Role Overview
- Serve as the primary point of contact for technology-related needs for assigned operating companies
- Own the end-to-end service delivery experience for infrastructure services
- Monitor SLA performance, ticket volumes, trends, and recurring issues
- Act as the escalation point for major incidents impacting assigned entities
- Coordinate communication between MSP, internal engineering teams, and business leaders
- Manage the intake of new requests, projects, enhancements, and operational needs
- Maintain visibility into all active and upcoming initiatives
- Identify opportunities to improve service delivery processes and operational efficiency
- Work directly with MSP leadership to ensure performance meets expectations
Requirements
- Experience with infrastructure service delivery
- Strong relationship management skills
- Knowledge of IT initiatives and prioritization
- Proficient in monitoring SLA performance
- Experience in escalation and incident coordination
- Ability to manage project intake and prioritization
- Skills in continuous improvement and optimization practices
- Familiarity with vendor and MSP coordination
Benefits
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)