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