Service Delivery Manager : Infrastructure

Title

Service Delivery Manager Infrastructure

Reports to : Director of IT

Description

The Service Delivery Manager – Infrastructure oversees the delivery, performance, and lifecycle management of infrastructure services across the local region, collaborating closely with global IT teams. This role ensures reliable, secure, and cost-effective operation of servers, storage, networks, and related systems. The manager provides technical and operational leadership, drives service improvements, oversees vendors, manages budgets, and ensures adherence to ITIL-based processes and global governance.

Strong leadership, cross-functional coordination, and hands-on understanding of modern infrastructure technologies are required, with a focus on delivering stable, high-quality IT services to the business.

Essential Duties

• Oversee end-to-end delivery and performance of regional IT infrastructure services (servers, storage, networking, cloud, security)
• Manage infrastructure operations : monitoring, maintenance, capacity planning, lifecycle management
• Provide leadership for server and storage platforms (NetApp & Veeam experience highly beneficial)
• Ensure network reliability and performance, coordinate with global teams on design, maintenance, upgrades
• Own core ITIL-based processes for the region (incident, problem, change, request, asset, service-level management)
• Monitor service performance, produce service-level reports, drive continuous improvement
• Coordinate and prioritize infrastructure projects and operational workloads across local and global teams
• Act as primary escalation point for regional infrastructure and networking issues
• Manage vendor relationships, contracts, support agreements to ensure quality service delivery
• Develop, manage, and optimize infrastructure budgets; propose annual capital and operational expenditures
• Ensure adherence to cybersecurity, data privacy, and compliance requirements
• Collaborate closely with global IT teams to align with architecture standards, roadmaps, governance models
• Prepare and deliver operational and project updates, documentation, presentations to leadership
• Ensure infrastructure projects are delivered on time, within scope, and within budget
• Manage on-call expectations and provide direction during critical incidents

Job Requirements

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.