Service Delivery Manager

General information

Contract: 12-month contract

Working Window: 08:30 -18:00 / 09:00 -18:30

Working hrs.: 42.5 hours per week

Working Location: TST

Key Responsibilities:

Service Delivery Management

• Lead the planning, implementation, and ongoing management of IT infrastructure services, including servers, networks, cloud platforms, storage, and other foundational technology components.

• Ensure the delivery 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 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 and adherence to disaster recovery and business continuity protocols.

Project & Change Management

• Collaborate with project managers and technical teams to plan and deliver infrastructure-related projects on time and within budget.

• Drive change initiatives to enhance system performance, scalability, and security, while minimising disruptions to business operations.

Stakeholder & Vendor Management

• Serve as the primary point of contact for internal stakeholders regarding infrastructure service delivery and performance.

• Build strong relationships with external vendors, service providers, and consultants to ensure optimal service and contract 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.

Qualifications & Experience:

Education:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

• Advanced certifications are highly desirable:

  • ITIL Foundation / Practitioner

  • Project Management Professional (PMP)

  • Certified Information Systems Security Professional (CISSP) or Certified Cloud Security Professional (CCSP)

  • Cloud certifications (e.g., Azure, AWS, Google Cloud)

Experience:

• 5+ years of progressive experience in IT service delivery or infrastructure management 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.

Skills & Competencies:

Technical Skills:

• In-depth 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)

• Familiarity with DevOps practices and Infrastructure as Code (IaC) is a plus.

Leadership & Communication:

• Strong leadership and team management capabilities.

• Excellent communication skills, capable of translating technical information into business language.

• Ability to manage expectations and build trust with stakeholders at all levels.

Analytical & Strategic Thinking:

• Strong analytical mindset with the ability to identify issues, analyze root causes, and implement effective solutions.

• Strategic thinker who can align IT infrastructure capabilities with business objectives.

Personal Attributes:

• Detail-oriented, with a commitment to quality and excellence.

• Proactive and self-motivated, with the ability to anticipate problems and act decisively.

• Comfortable operating in fast-paced, dynamic environments with shifting priorities.

• Demonstrates a strong customer service orientation and passion for delivering value through IT.