Service Delivery Excellence Manager

Job Overview

We are seeking a seasoned IT professional with expertise in managing and delivering cloud, infrastructure, network transformation, digital workplace services, and cybersecurity solutions.

The ideal candidate will be responsible for ensuring the seamless delivery of IT services to clients, overseeing end-to-end service operations, driving continuous improvement, and aligning IT delivery with business objectives.

This role demands a balance of technical expertise, service management acumen, leadership skills, and stakeholder engagement.

Key Responsibilities

• Manage the delivery of end-to-end IT services across cloud, infrastructure, network transformation, digital workplace, and cybersecurity domains.
• Ensure services are delivered in alignment with contractual obligations, SLAs, and KPIs.
• Oversee service performance, ensuring minimal downtime and maximum service efficiency.
• Establish and maintain service governance frameworks for effective monitoring and reporting.

Cloud Services

• Lead the delivery of public, private, and hybrid cloud solutions (e.g., Azure, AWS, GCP).
• Oversee cloud migration, adoption strategies, and ongoing cloud service management.
• Ensure cost optimization, scalability, and compliance in cloud operations.

IT Infrastructure & Network Transformation

• Manage data centre operations, server infrastructure, storage systems, and enterprise network architecture.
• Lead network transformation projects (e.g., SD-WAN, network segmentation, modernization initiatives).
• Collaborate with engineering teams to ensure secure, resilient, and scalable network infrastructure.

Digital Workplace Services

• Oversee the delivery of end-user computing solutions, collaboration platforms, M365/Google Workspace, remote work enablement, and device lifecycle management.
• Drive initiatives to enhance the employee digital experience, productivity, and operational efficiency.

Cybersecurity Services

• Ensure the delivery of robust cybersecurity solutions including endpoint protection, identity and access management, vulnerability management, SOC operations, and compliance audits.
• Collaborate with security teams to meet regulatory requirements and mitigate risks.
• Oversee incident response and disaster recovery plans.

Stakeholder & Client Engagement

• Act as the primary escalation point for service-related issues.
• Build and maintain strong relationships with clients, vendors, and internal teams.
• Provide regular performance reviews, reports, and service improvement plans.

Continuous Improvement & Governance

• Identify service gaps and implement improvement initiatives to enhance delivery quality.
• Ensure compliance with ITIL and industry best practices.
• Develop training plans to upskill service delivery teams.

Qualifications & Experience

Essential:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in IT service delivery, with at least 5 years in a managerial role.
• Proven experience in delivering cloud, IT infrastructure, network transformation, digital workplace, and cybersecurity projects.
• Strong knowledge of ITIL frameworks and service management best practices.
• Hands-on experience with Azure, AWS, GCP, M365, VMware, and enterprise networking.

Preferred:

• ITIL v4 certification or equivalent.
• PMP, PRINCE2, or Agile project management certification.
• Security certifications (CISSP, CISM, ISO 27001 Lead Implementer, etc.).
• Experience working in global or multi-site environments.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication, negotiation, and stakeholder management abilities.
• Strategic thinking with the ability to balance operational priorities.
• Strong problem-solving and decision-making skills under pressure.
• Financial management skills for IT service delivery.