Service Delivery Manager Senior Infrastructure

Overview
We are seeking an experienced Service Delivery Manager Senior Infrastructure to oversee and optimize our IT infrastructure services. This role is critical in ensuring the seamless delivery of technology solutions, maintaining high standards of operational excellence, and supporting our organization's strategic objectives. The ideal candidate will possess a strong background in IT infrastructure, cloud platforms, and modern development practices, with the ability to lead cross-functional teams and manage complex projects effectively.

Opportunity Introduction

Are you an experienced Managed Services leader looking for a high-impact role where you can directly influence customer success, service quality, and the future of modern IT operations? Silver Tree's IT360 Secure Managed Services practice is expanding, and we are seeking a Service Delivery Manager (SDM) who excels both as a strategic advisor and as a hands-on operational leader.

This role is ideal for a seasoned professional who not only understands managed services at a strategic level but also has the technical depth to serve as a Tier 3 escalation point for complex incidents across infrastructure, cloud, applications, data, and security. You will support SMB and mid-market customers in a modern shared services model and help shape the evolution of next-generation IT operations through automation, AI-enabled insights, and robust governance.

If you are passionate about customer experience, solving intricate technical challenges, and enabling high-performing service operations, this role provides significant ownership, visibility, and career growth.

Position Overview

Silver Tree is seeking a highly capable Service Delivery Manager (SDM) to oversee service delivery across our IT360 Secure Managed Services customers and to serve as a Tier 3 operational escalation point for critical incidents and complex technical issues.

This individual must have 10+ years of MSP experience, supporting multiple customers simultaneously in a shared services model. The SDM will combine service governance, customer management, and technical expertise across managed infrastructure, applications, data, and security.

The SDM will be both:

• A strategic service leader driving service performance, SLA adherence, and customer success.

• A technical escalation expert assisting with deep incident resolution and cross-domain troubleshooting.

Key ResponsibilitiesCustomer Relationship & Service Governance

• Serve as the primary point of contact and trusted advisor for assigned customers.

• Lead Customer Business Reviews (CBRs), SLA reporting, and roadmap discussions.

• Translate customer business needs into actionable service initiatives.

Operational Leadership & Tier 3 Escalation

• Act as a Tier 3 escalation point for complex incidents across infrastructure, cloud, security, applications, and data services.

• Guide investigation and root-cause analysis for high-severity incidents.

• Collaborate directly with engineering, cloud, security, and application teams to resolve service-impacting events.

• Provide operational oversight during major incidents, service outages, or critical escalations.

• Participate in change management reviews and ensure technical readiness for major changes.

Service Performance & Quality Management

• Monitor SLA, KPI, and service maturity metrics, identifying trends and improvement opportunities.

• Own problem management for recurring issues and systemic risks.

• Govern incident, request, change, and problem workflows across service teams.

• Ensure compliance with security, governance, and regulatory frameworks.

Cross-Functional Coordination

• Orchestrate activities across Service Desk, Engineering, Cloud, Security Operations, and Application teams.

• Support onboarding, service transitions, and operational readiness for new customers.

• Strengthen vendor oversight with SLA-based reporting and contractual alignment.