Job Description

What is the role?

The IT Service & Infrastructure Operations Delivery Manager is responsible for ensuring  seamless IT service delivery across all infrastructure operations, providing leadership in incident  and escalation management, and upholding high standards of support. This role oversees end-to-end support processes, monitors key performance indicators, and collaborates with cross-functional teams to drive continuous improvement in IT service delivery.

Who does this role report to?

Not specified in the original job description.

What will you do?

• IT Service Management
• Develop, implement, and maintain IT service management (ITSM) frameworks and processes, ensuring alignment with best practices and industry standards (e.g., ITIL)
• Manage and continuously improve service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs)
• Oversee IT change, incident, and problem management processes
• Process Improvement and Optimization
• Identify and implement best practices, automation, and process improvements to streamline infrastructure operations
• Conduct root cause analysis on recurring issues and execute process changes
• Standardize and document procedures for infrastructure management

2

Infrastructure Operations

• Lead daily operations of IT infrastructure, ensuring availability, stability, and scalability
• Monitor system performance, conduct regular audits, and perform maintenance
• Collaborate with engineering, security, and architecture teams for system improvements
• Escalation Management
• Act as primary escalation point for complex IT issues
• Develop and enforce escalation procedures for critical incidents
• Conduct root cause analysis for recurring incidents and escalations
• Support Delivery Management
• Oversee multi-tiered support structure and manage support team
• Implement continuous improvement initiatives to enhance support efficiency
• Provide detailed reports on support operations performance
• Project Management and Process Innovation
• Lead infrastructure improvement projects and coordinate cross-functional teams
• Identify opportunities for automation and self-service solutions
• Stay current with emerging technologies and industry trends
• Business Continuity and Disaster Recovery
• Develop, implement, and test disaster recovery and business continuity plans
• Ensure regular backups and redundancy mechanisms are in place

What skills are required?

Partnership Skills: Cross-functional collaboration, vendor management, stakeholder engagement

Technical Skills: IT infrastructure components (servers, storage, networks, cloud), ITSM tools

(ServiceNow, JIRA Service Desk), infrastructure monitoring tools, ITIL processes, data analysis

Analytical: Root cause analysis, performance metrics monitoring, process optimization, KPI management

Leadership: Team management, mentoring, escalation handling under pressure, change

management

Communication: Advanced written and verbal communication, customer service excellence, professional training and instruction

3

Creative: Process innovation, automation solutions, self-service model development

Requirement Gathering: Business needs assessment, SLA/OLA development, compliance requirements understanding

What qualifications are required?

Education: Bachelor's Degree (BA/BS) in Information Technology, Computer Science, or

related field - Required

Experience:

7+ years of IT experience or knowledge

3+ years in IT Service Management

2+ years in training, instructing, and/or mentoring

2+ years in professional training or certification in Technical Training

Proven experience managing escalations, incident response, and IT infrastructure in fast -paced environments

Certifications: PMP certification preferred (within 1.5 years)

Track Record: Demonstrated success in ServiceNow roadmap ownership, automation and chatbot rollouts, service design, customer experience enhancements, and building scalable self -service models

What type of person are we looking for?

We seek a solutions-oriented professional who thrives under pressure and demonstrates

exceptional problem-solving abilities. The ideal candidate is someone who takes ownership of the Service

Now roadmap rather than just using it, and has a passion for automation and process improvement. You should be a natural leader who can motivate staff, create an environment where team members feel comfortable asking questions and voicing concerns, while maintaining the highest degree of professionalism in customer service delivery.

We value someone with a clear career focus in IT Service Delivery or IT Operations, who can write SOPs, enhance processes, and develop ITSM workflows from the ground up. The ability to scale IT support across multiple geographies with standardized, repeatable processes is essential.

What can you expect from us?

Professional Development: Opportunities for continuous learning and career advancement in IT

Service Delivery and Operations

Work Environment: Collaborative, technology-forward culture that values innovation and

process improvement

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