100% Remote Service Delivery Lead (DER & DERMS)

Summit Human Capital is seeking a highly motivated Service Delivery Lead – Operations, Technical Support & Customer Engagement to support our client the Energy & Utilities sector. This position has the exciting opportunity to ensure reliable service delivery, operational support, and continuous improvement of mission-critical solutions, acting as the primary liaison between internal engineering teams and customer technical stakeholders. The ideal candidate will meet the following criteria:

Requirements:

• Strong understanding of the Power Utility / Energy Utilities industry
• Ability to lead technical discussions with customer IT, infrastructure, and operations teams
• Experience analyzing application, system, and infrastructure issues
• User-level administration of enterprise IT systems and platforms
• Working knowledge of Unix/Linux operating systems
• Exposure to Microsoft Azure and Amazon Web Services (AWS)
• Basic SQL skills for troubleshooting, reporting, and data validation
• Excellent verbal, written, and presentation skills

Desired:

• Experience in Service Delivery, Technical Support, Application Support, or Operations Leadership roles
• Familiarity with ITIL service management principles and best practices
• Experience coordinating geographically distributed support and engineering teams

Responsibilities:

• Lead operational support and service delivery activities for customer environments
• Serve as the primary point of contact for customer technical teams regarding operational and support matters
• Facilitate technical discussions and coordinate troubleshooting sessions, root cause analysis, and problem resolution
• Manage critical incidents and service escalations from identification through resolution
• Plan, coordinate, and support software upgrades and release activities
• Review customer infrastructure environments and recommend improvements to performance, reliability, availability, and scalability
• Prepare and present service reports, KPI dashboards, and operational metrics
• Coordinate on-call support for critical and business-sensitive incidents

The base pay range for this position is $180,000 – $210,000, depending on experience, skills, and qualifications.

Benefits: Our client offers a comprehensive benefits package, which includes medical, dental, and vision insurance; and other benefits in accordance with applicable laws.