Job Summary
We are seeking a highly skilled and experienced IT Service Delivery Manager to oversee the delivery of IT services across multiple departments responsible for managing large-scale IT infrastructure. This role requires expertise in virtualization (VMware), Exchange servers, networking, security, monitoring, and backup solutions. The ideal candidate will ensure the seamless delivery of IT services, maintaining high availability, performance, and compliance with industry standards, with a strong understanding of ITIL practices.
Key Responsibilities- Service Delivery Management: Oversee the delivery of IT services, ensuring alignment with business goals and high customer satisfaction. Monitor service levels and proactively address potential issues to meet SLA commitments.
- Infrastructure Oversight: Manage the operation, maintenance, and optimization of IT infrastructure, including VMware, Exchange servers, and networking components. Ensure consistent performance, availability, and reliability of IT systems.
- Team Leadership: Lead and manage teams across departments such as Network, Security, Monitoring, Backup, and Virtualization. Foster a collaborative environment to drive operational excellence.
- ITIL Implementation and Process Management: Implement ITIL best practices to enhance incident, change, and problem management processes. Establish efficient workflows for IT service delivery and continuous improvement.
- Project and Resource Management: Lead IT projects related to service delivery, infrastructure upgrades, and new deployments. Plan resources effectively to meet business and operational requirements.
- Security and Compliance: Maintain strong security protocols to safeguard IT systems and data. Ensure compliance with legal and organizational policies related to IT service delivery.
- Monitoring and Backup Solutions: Develop and oversee proactive monitoring strategies for early issue detection. Ensure robust backup and disaster recovery plans are in place and regularly tested.
- Stakeholder Engagement: Serve as the main point of contact for stakeholders regarding IT service performance and issues. Provide regular reports and updates on IT services to senior management.
Key RequirementsEducation: Bachelor’s degree in Computer Science, Information Technology, or a related field. Master’s degree is a plus.Experience: Minimum of 10 years of experience in IT service delivery and infrastructure management. Proven track record in managing IT teams and large-scale infrastructure projects.Technical Expertise: Strong knowledge of VMware virtualization, Windows Server, Linux, Exchange, and networking. Proficiency in monitoring tools, security protocols, and backup solutions.Leadership Skills: Ability to lead and mentor cross-functional teams effectively. Strong decision-making and problem-solving skills in a high-pressure environment.Soft Skills: Excellent communication and stakeholder management abilities. Strategic thinking and ability to align IT services with business objectives.Certifications (Preferred): ITIL Certification, VMware Certified Professional (VCP), Microsoft Certified Solutions Expert (MCSE), Security certifications such as CISSP or CISM.