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Operations Lead / Service Delivery Manager

Operations Lead / Service Delivery Manager

TriTech Enterprise Systems, Inc.Linthicum Heights, MD, US
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Job Description

Job Description

TriTech Enterprise Systems Inc. (TriTech) is seeking an 'Operations Lead / Service Delivery Manager' to support an onsite MD State contract.  This candidate will provide leadership and be the single-point accountability for all operations, maintenance, and governance activities supporting contract.  In addition, the candidate will coordinate multi-disciplinary teams across application, cloud, security, and DevOps domains to ensure uptime, compliance, and SLA performance.

Key Responsibilities

  • Lead daily operations huddles, weekly CAB participation, and monthly SLA reviews.
  • Manage incident lifecycle (triage → RCA → prevention) across supported systems.
  • Oversee release readiness, ORC completion, and change control compliance.
  • Approve SLA dashboards, audit reports, and compliance evidence before submission.
  • Present CSI findings and quarterly improvement plans to the client.
  • Act as escalation authority for Sev-1 / Sev-2 incidents and outage communications.
  • Coordinate with OMG, SCB, CAB and PMO for governance alignment and risk tracking.
  • Mentor Axseum engineers; ensure cross-training and coverage continuity.

Required Qualifications & Experience

  • Bachelor’s degree in Information Technology or related discipline.
  • 10+ years in IT operations, including 5+ years in service delivery or program leadership.
  • Demonstrated experience managing SLA-based, multi-vendor environments.
  • Deep understanding of cloud (AWS GovCloud preferred) and ITIL v4 processes.

    • Preferred Skills / Certifications

  • PMP or ITIL v4 certification.
  • AWS Solutions Architect – Associate or higher.
  • Experience with Splunk, Jira, and ServiceNow.
  • Strong communication and stakeholder-management skills.

    • TriTech is an Equal Opportunity Employer!!!

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    Operation Manager • Linthicum Heights, MD, US

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