Position Overview
We are seeking an experiencedIT Service Delivery Managerwith a strong background inmanaging and delivering Cloud, IT Infrastructure, Network Transformation, Digital Workplace Services, and Cybersecurity solutions.
The ideal candidate will be responsible for ensuring the seamless delivery of IT services to clients, managing end-to-end service operations, driving continuous improvement, and aligning IT delivery with business objectives.
This role demands a balance of technical expertise, service management acumen, leadership skills, and stakeholder engagement.
Key Responsibilities
Service Delivery Management
Oversee the delivery of end-to-end IT services acrossCloud, IT Infrastructure, Network Transformation, Digital Workplace, and Cybersecuritydomains.
Ensure services are delivered in alignment with contractual obligations, SLAs, and KPIs.
Manage service performance, ensuring minimal downtime and maximum service efficiency.
Establish and maintain service governance frameworks for effective monitoring and reporting.
Cloud Services
Lead delivery ofpublic, private, and hybrid cloudsolutions (e.g., Azure, AWS, GCP).
Oversee cloud migration, adoption strategies, and ongoing cloud service management.
Ensure cost optimisation, scalability, and compliance in cloud operations.
IT Infrastructure & Network Transformation
Managedata centre operations, server infrastructure, storage systems, and enterprise network architecture.
Leadnetwork transformation projects(e.g., SD-WAN, network segmentation, modernization initiatives).
Collaborate with engineering teams to ensure secure, resilient, and scalable network infrastructure.
Digital Workplace Services
Oversee the delivery ofend-user computing solutions, collaboration platforms, M365/Google Workspace, remote work enablement, and device lifecycle management.
Drive initiatives to enhance the employee digital experience, productivity, and operational efficiency.
Cybersecurity Services
Ensure delivery of robustcybersecurity solutionsincluding endpoint protection, identity and access management, vulnerability management, SOC operations, and compliance audits.
Collaborate with security teams to meet regulatory requirements and mitigate risks.
Oversee incident response and disaster recovery plans.
Stakeholder & Client Engagement
Act as the primary escalation point for service-related issues.
Build and maintain strong relationships with clients, vendors, and internal teams.
Provide regular performance reviews, reports, and service improvement plans.
Continuous Improvement & Governance
Identify service gaps and implement improvement initiatives to enhance delivery quality.
Ensure compliance with ITIL and industry best practices.
Develop training plans to upskill service delivery teams.
Qualifications & Experience
Essential:
Bachelor's degree in Computer Science, Information Technology, or related field.
10+ yearsof experience in IT service delivery, with at least5 years in a managerial role.
Proven experience in deliveringCloud, IT Infrastructure, Network Transformation, Digital Workplace, and Cybersecurityprojects.
Strong knowledge ofITIL frameworksand service management best practices.
Hands-on experience withAzure, AWS, GCP, M365, VMware, and enterprise networking.
Preferred:
ITIL v4 certification or equivalent.
PMP, PRINCE2, or Agile project management certification.
Security certifications (CISSP, CISM, ISO 27001 Lead Implementer, etc.).
Experience working inglobal or multi-site environments.
Skills & Competencies
Strong leadership and people management skills.
Excellent communication, negotiation, and stakeholder management abilities.
Strategic thinking with the ability to balance operational priorities.
Strong problem-solving and decision-making skills under pressure.
Financial and budget management skills for IT service delivery.
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