Doran Jones Inc. Service Level & Availability Manager

We are looking for a Service Level & Availability Manager to support a global enterprise’s infrastructure operations and drive reliability across complex, hybrid environments. This role blends technical depth with operational rigor and collaboration across business and IT to ensure resilient, always-on service delivery.

This is a USA-based role.

• Own end-to-end Service Level and Availability Management across on-premises, cloud, and third-party systems.
• Develop and maintain availability plans that align with business priorities and risk mitigation strategies.
• Monitor system health and performance using tools such as PowerBI, Datadog, Splunk, PagerDuty, and ServiceNow.
• Partner with Infrastructure, DevOps, and Application teams to embed availability practices into change, incident, and release processes.
• Define and track key metrics (uptime, reliability, MTTR/MTTI) and present trends and recommendations to technical and leadership teams.
• Foster a culture of proactive monitoring, resilience engineering, and continuous improvement.

• 5+ years of experience in Availability Management, Service Level Management, or related IT Service Delivery functions.
• Proven track record implementing availability frameworks aligned with ITIL or similar best practices.
• Solid understanding of infrastructure, cloud (AWS/Azure), and modern architectures (microservices, containers).
• Hands-on experience with monitoring, alerting, and analytics tools (PowerBI, Datadog, Splunk, PagerDuty, ServiceNow).
• Excellent communication and analytical skills, with the ability to convey technical insights to non-technical audiences.
• ITIL or cloud certifications (AWS/Azure) preferred.