Senior Service Delivery Manager

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