Operations Lead / Service Delivery Manager

Linthicum, MD

Contracted

TRI-MD-LIN-0001

Experienced

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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