Senior IT Operations & Service Delivery Manager

Software Guidance & Assistance, Inc. (SGA), is searching for a Senior IT Operations & Service Delivery Manager for a CONTRACT assignment with one of our premier Financial Services clients in Dallas, TX .

This is a hybrid position currently requiring onsite attendance 2 days per week in 2026 . Candidates must be comfortable with the possibility that the onsite requirement may increase to 4-5 days per week in 2027 .

The Senior IT Operations & Service Delivery Manager will support business continuity by minimizing operational disruptions related to technology services and infrastructure. This individual will provide senior-level Project and Service Delivery Management across infrastructure initiatives while helping ensure operational stability, regulatory compliance, and strengthened enterprise resiliency.

The successful candidate will bring a combination of IT infrastructure delivery, IT operations/service management, disaster recovery, business continuity, operational resilience, technology risk, and executive-level stakeholder management experience.

Responsibilities

IT Infrastructure Project Management

• Provide Project and Service Delivery Management for the IT infrastructure project portfolio, ensuring adherence to the Enterprise Delivery Framework and established governance standards.
• Ensure infrastructure initiatives are delivered on schedule, within approved budgets, and aligned with strategic priorities.
• Partner with business and technology leadership to assess infrastructure needs, develop funding proposals, and support successful project execution.
• Report portfolio status to senior management, including risks, issues, dependencies, financial performance, and remediation activities.
• Coordinate across infrastructure, engineering, application, cybersecurity, operations, and business teams to drive successful delivery.

IT Operations & Service Delivery Management

• Act as an escalation point for complex technology incidents, coordinating internal and external teams to drive timely resolution and service restoration.
• Oversee service delivery for infrastructure-dependent services, ensuring alignment with Enterprise standards, ITIL practices, regulatory requirements, and internal control frameworks.
• Review enterprise technology initiatives and changes to proactively identify and mitigate risks to business stability and operational continuity.
• Manage third-party vendors and service providers to ensure Technology Enterprise requirements are consistently met.
• Champion service improvement initiatives and accountability mechanisms to drive year-over-year enhancements in system availability and operational performance.
• Monitor operational performance, service levels, technology risks, and recurring issues and drive appropriate corrective actions.

Business Continuity, Disaster Recovery & Resilience

• Maintain the Disaster Recovery and Resilience program in alignment with Enterprise standards, local regulatory obligations, and internal audit expectations.
• Coordinate the development, execution, and validation of Disaster Recovery plans to ensure timely and structured restoration of IT services.
• Oversee and report on Disaster Recovery testing for shared infrastructure and application services, including compliance with Enterprise technology standards.
• Collaborate with IT and business stakeholders to ensure recovery strategies are robust, scalable, and aligned with business requirements.
• Partner with Development, Application, and Engineering teams to ensure application and infrastructure solutions meet resiliency design and testing standards.
• Track resiliency gaps, testing deficiencies, remediation plans, and associated risks through resolution.

Required Skills

• Bachelor's degree in Information Technology, Cybersecurity, or a related discipline.
• Extensive experience in IT operations, service delivery, infrastructure, disaster recovery, business continuity, and/or operational resilience.
• 5+ years of relevant experience across IT operations, disaster recovery, business continuity, or operational resilience.
• Strong understanding of enterprise IT infrastructure, including infrastructure dependencies, service availability, technology operations, and production support.
• Strong understanding of cybersecurity principles and technology risk management frameworks.
• Demonstrated experience managing infrastructure projects and/or infrastructure service delivery within a large enterprise environment.
• Experience managing complex technology incidents, escalations, service restoration, and cross-functional technology teams.
• Demonstrated Disaster Recovery planning, testing, reporting, and remediation experience.
• Strong understanding of ITIL-based service management practices.
• Working knowledge of industry standards and best practices such as ISO 22301, NIST, and COBIT.
• Demonstrated ability to monitor, test, analyze, and report resiliency outcomes to senior leadership.
• Strong project management, governance, reporting, financial tracking, and data analysis skills.
• Experience managing third-party technology vendors and service providers.
• Clear, concise, and effective communication skills suitable for senior and executive stakeholders.
• Ability to operate effectively across infrastructure, application, engineering, cybersecurity, business, and risk organizations.

Preferred Skills

• Experience within Financial Services, Banking, or another highly regulated enterprise environment.
• Experience supporting a large-scale enterprise infrastructure organization.
• Strong Major Incident Management / Problem Management experience.
• Technology risk, audit, regulatory, or compliance experience.
• Experience driving service improvement, availability, and operational-performance programs.
• PMP, ITIL, CBCP, or related professional certification.
• Experience working within global technology organizations.

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SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.
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