Join our dynamic team as a Delivery Manager, overseeing the end-to-end delivery of IT Infrastructure Managed Services. This pivotal role ensures operational excellence across Server, Network, Cloud, EUC, and Data Centre environments.

This is an opportunity to lead technical teams in 24x7 operations, drive critical incident management, and foster a culture of continuous improvement. You will be instrumental in managing service delivery, adhering to SLAs/KPIs, and coordinating with various technical groups to resolve complex issues effectively.

Spearhead IT Infrastructure Managed Services delivery, encompassing Server, Network, Cloud, EUC, and Data Centre operations. Lead and mentor L1/L2/L3 technical teams, ensuring high performance in shift-based and 24x7 environments. Champion Service Delivery, SLA/KPI performance, and operational governance, driving continual improvement initiatives. Manage Major Incident Management (MIM) and lead technical responses during P1/P2 incidents. Oversee Incident, Problem, Change, and Request Management in accordance with ITIL best practices. Collaborate with Network, Server, Cloud, Security, EUC, and Application teams for swift issue resolution. Handle technical escalations, ensuring prompt service restoration and thorough Root Cause Analysis (RCA)/Post-Incident Reviews (PIR). Manage client communications, service reviews, and operational escalations. Oversee third-party vendor performance and ensure contractual compliance. Review operational dashboards, service metrics, backlog, availability, and performance trends. Drive automation, shift-left strategies, knowledge management, and operational efficiency. Establish and maintain Standard Operating Procedures (SOPs), runbooks, and escalation matrices. Identify service risks and improvement opportunities, implementing remediation plans. Participate in service transitions, new service onboarding, and transformation initiatives. Prepare and present comprehensive weekly/monthly service reports and executive-level reviews.

A minimum of 12 years of experience in IT Infrastructure, Managed Services, or IT Operations is required. Significant experience, at least 5 years, must be in a Service Delivery Manager, IT Operations Manager, Infrastructure Manager, or Technical Service Delivery Manager role.

Proven ability to lead and manage technical infrastructure teams is essential. A strong understanding of Network, Windows/Linux Servers, Cloud infrastructure, EUC/Desktop, Data Centre operations, Monitoring, Backup/Storage, and IT Security coordination is necessary.

Demonstrated experience in Major Incident, Incident, Problem, and Change Management is crucial. The role requires experience managing 24x7 operations and multiple technical teams, along with robust SLA, KPI, OLA, and service governance expertise.

Excellent client-facing and stakeholder-management skills are a must. Experience managing vendors and multiple service providers is also a key requirement. An ITIL certification is preferred.