• Operations Lead / Service Delivery Manager

    TriTech Enterprise Systems, Inc. (Linthicum, MD)


    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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