Service Delivery Manager

Your role

Service Delivery Management

• Lead the planning, implementation, and ongoing operation of IT infrastructure services, including servers, networks, WiFi, security, cloud platforms, storage, and other technology components.
• Ensure the operation management of infrastructure services meets or exceeds SLAs and KPIs, focusing on availability, performance, and customer satisfaction.
• Establish and maintain service delivery frameworks based on ITIL or other industry standards.

Team Leadership & Development

• Manage, mentor, and develop a team of IT professionals, including Systems Administrators, Network & Security Engineers, Cloud Specialists, and Support Analysts.
• Facilitate team training and professional development to ensure staff stay current with emerging technologies and best practices.
• Promote a culture of accountability, collaboration, and continuous improvement.

Operational Excellence

• Oversee daily infrastructure operations, including proactive monitoring, incident response, problem resolution, and change management.
• Ensure high availability of critical infrastructure systems, adherence to disaster recovery and business continuity protocols

Change Management

• Drive change initiatives to enhance system performance, scalability, and security, while minimising disruptions to business operations.
• Collaborate with project managers and technical teams to ensure smooth handover from project implementation team to operation team.

Stakeholder & Vendor Management

• Serve as the primary point of contact for internal stakeholders regarding infrastructure service operation and performance.
• Build strong relationships with external vendors, service providers, to ensure optimal support service and contract/SLA compliance.
• Participate in contract negotiations and vendor performance reviews.

Compliance and Risk Management

• Ensure infrastructure services comply with internal policies, industry standards, and regulatory requirements (e.g., ISO, GDPR, SOC2).
• Identify and mitigate risks related to infrastructure operations, including cybersecurity and data protection measures.

Reporting & Strategic Planning

• Develop and present regular performance, capacity, and incident reports to senior IT leadership.
• Contribute to the strategic planning of IT services by providing insights into infrastructure trends, risks, and opportunities for innovation.

To Succeed in the Role

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 10+ years of progressive experience in IT infrastructure operation management and service delivery roles.
• Minimum of 2 years in a leadership or managerial capacity overseeing cross-functional infrastructure or operations teams.
• Demonstrated success in delivering complex IT infrastructure projects and managing vendor relationships.
• Good knowledge of infrastructure technologies including:
  • Cloud platforms (AWS, Azure, GCP)
  • Virtualization (VMware, Hyper-V)
  • Networking (LAN/WAN, VPN, firewalls)
  • Data storage and backup solutions
  • Monitoring tools (e.g., Nagios, SolarWinds, Datadog)
  • Some Software Application knowledge is highly desirable
• Advanced certifications are highly desirable:
  • ITIL Foundation / Practitioner
  • Network certifications
  • Certified Information Systems Security Professional (CISSP) or Certified Cloud Security Professional (CCSP)
  • Cloud certifications (e.g., Azure, AWS, Google Cloud)
  • Familiarity with DevOps practices and Infrastructure as Code (IaC) is a plus