Service Delivery Manager

About the role

The Service Delivery Manager is responsible for overseeing hardware and IT systems that support global operations, ensuring high availability, optimal performance, and timely technical support. The role also drives end‑user training and awareness initiatives to improve overall IT service efficiency.

Key responsibilities

• Manage the service team, define roles, KPIs and foster a cohesive, high‑performing environment.
• Ensure operational integrity of support services across multiple platforms, adhering to agreed SLAs.
• Oversee utility computing services such as Messaging, CMS, Hyperion, databases and ERP implementations.
• Lead project delivery (time, budget, scope), including application installs, upgrades, patches and batch job scheduling.
• Monitor infrastructure components, performance, security settings, backup and disaster recovery plans.
• Drive continuous improvement of L1 & L2 support, problem analysis and vendor management.
• Manage asset inventory, change management and communication with end users.

Required profile

• 5+ years of experience in IT operations, platform administration or team leadership.
• Proven experience with IT service management processes, project methodology and managing external service providers.
• Ability to handle highly sensitive data and work in a multicultural, remote‑site environment.
• Occasional travel availability.

Required skills

• Proficient with O365 and SharePoint.
• Experience with Messaging, CMS, Hyperion, databases and ERP systems.
• Knowledge of backup, disaster recovery and security configuration.
• Strong understanding of infrastructure monitoring and performance testing.