Senior Service Delivery Manager (Ref 26546)

Responsibilities

• Act as the primary focal point for support-related queries and issues across infrastructure cloud environments
• Review transition plans, milestones, and deliverables with clients and teams
• Ensure support tasks consistently meet agreed quality standards and service levels
• Conduct regular SLA and KPI reviews to align services with client expectations
• Escalate out-of-scope variations or critical issues to service delivery leadership
• Provide regular, transparent service delivery reports to clients

Infrastructure Cloud Solutions (Day 1 Focus – 50%)

• Lead infrastructure cloud solution initiatives including system upgrades and technology refresh projects
• Drive modernisation and transformation efforts in collaboration with technical teams
• Identify and implement opportunities to enhance infrastructure capabilities
• Support pre-sales activities in coordination with account managers
• Contribute to solution design and service improvement proposals

Operational Excellence (Day 2 Focus – 50%)

• Oversee health checks, application monitoring, and incident resolution
• Approve service requests, schedules, and risk mitigation plans
• Forecast and plan resource requirements for ongoing projects
• Monitor and report on project health status
• Liaise with partners, technical teams, and interfacing leaders to ensure smooth operations Team Leadership & Development Delegate and monitor tasks assigned to team members
• Provide coaching, leadership, and constructive performance feedback
• Enhance team performance through mentoring and capability building
• Foster a collaborative, high-performing team culture

Requirements

• Degree in Information Systems, Computer Science, or equivalent - 7–10 years of IT project management experience, with demonstrated expertise in infrastructure services
• Knowledge of process improvement methodologies and tools

Professional Certifications

• ITIL Foundation certification (required)

Preferred Attributes

• Strong leadership and mentoring abilities
• Positive, can-do attitude with excellent interpersonal skills
• Effective communication, presentation, and negotiation skills
• Creative and proactive approach to problem-solving
• Experience with infrastructure cloud platforms and technology refresh initiatives

Licence no: 12C6060