Senior IT Service Delivery Manager (Infrastructure & Operations)

About Our Organization

With nearly three decades of industry experience, our organization is undergoing a transformative rebranding initiative to align with cutting-edge technological advancements. Our mission is to harness the power of innovation to drive sustainability and enhance the well-being of individuals, positioning these priorities as core strategic pillars. Operating across multiple countries with a workforce of over 500 employees, we specialize in delivering comprehensive IT and Information Systems services. Our primary objective is to empower clients through technological transformation, fostering sustainable growth and operational excellence. As we continue to expand our global footprint, we invite forward-thinking professionals to join our dynamic team and contribute to our vision of a technologically advanced future.

Key Responsibilities

Strategic Leadership of Large-Scale, Multi-Site IT Teams

As a Senior IT Service Delivery Manager, you will provide visionary leadership to a distributed team of approximately 70 IT professionals. Your role will encompass:

• Team Leadership & Performance Management: Drive strategic direction, foster high-performance culture, and ensure alignment with organizational goals across all operational sites.
• Organizational Structure & Resource Allocation: Design and implement robust organizational frameworks, succession plans, and resource distribution to optimize efficiency and scalability.
• Service Standardization & Governance: Establish and enforce standardized delivery protocols to cultivate a unified IT culture characterized by excellence and consistency.
• Incident Escalation Authority: Serve as the primary decision-maker for high-severity infrastructure incidents, ensuring swift resolution and minimal operational disruption.

Enterprise ITSM Governance with OpenText SMAX

You will assume executive ownership of the OpenText SMAX platform, leveraging its capabilities to enhance IT Service Management (ITSM) across the enterprise:

• Platform Ownership & Optimization: Act as the business owner, ensuring the platform’s strategic alignment with organizational objectives while optimizing workflows for maximum efficiency.
• Data-Driven Decision Making: Utilize advanced analytics and machine learning within SMAX to refine Incident, Problem, Asset, and Change management processes, driving continuous improvement.
• Executive Reporting & KPI Tracking: Develop and present comprehensive dashboards to senior leadership, highlighting SLA compliance metrics, operational bottlenecks, and performance trends to inform strategic decisions.

Critical Infrastructure & Network Operations Oversight

Your responsibilities will extend to the reliability, performance, and lifecycle management of enterprise infrastructure, including:

• Server & Storage Management: Ensure the operational integrity, capacity planning, and lifecycle oversight of enterprise servers and hybrid storage arrays to meet evolving business demands.
• Multi-Site Connectivity Assurance: Guarantee robust and secure data connectivity across all locations, encompassing LAN, wireless, and edge network configurations to support seamless operations.
• Disaster Recovery & Business Continuity: Architect, implement, and rigorously test cross-site disaster recovery and continuity plans to safeguard critical operations and minimize downtime in the event of disruptions.

Multi-Location Warehouse & Supply Chain Logistics Governance

You will oversee the end-to-end management of hardware inventory and logistics to support field operations:

• Inventory Control & Governance: Implement and enforce stringent inventory controls for thousands of hardware units across project warehouses, ensuring accuracy and accountability.
• Logistics Optimization: Streamline staging and deployment processes to ensure field technicians maintain optimal hardware reserves, reducing delays and enhancing productivity.
• Asset Lifecycle Audits: Conduct comprehensive audits of the full asset lifecycle, from acquisition and deployment to secure data sanitization and environmentally responsible disposal.

Operational Security & Compliance Management

While core cybersecurity functions are managed by a dedicated division, your role will focus on operational security and compliance across all distributed systems and network hardware:

• Security Hygiene Enforcement: Implement and maintain rigorous operational security protocols to mitigate risks and ensure the integrity of all systems and network infrastructure.
• Physical & Identity Access Management (IAM): Supervise physical access controls, CCTV systems, and local IAM protocols at all operational sites to safeguard assets and personnel.

Qualifications & Competencies

Professional Experience & Education

• Experience: Minimum of 10 years of progressive IT experience, with at least 5 years in senior leadership roles managing large-scale operations across multiple physical environments.
• Education: Bachelor’s degree in Computer Science, Information Systems, or a related field; a Master’s degree is highly preferred.

Preferred Certifications

• ITIL v4 Managing Professional or Strategic Leader (or ITIL v3 Expert certification)
• Advanced infrastructure certifications such as CCNP, Microsoft Enterprise Administrator, or equivalent credentials.

Core Competencies

• Executive Communication: Exceptional ability to articulate complex infrastructure challenges and their business implications to stakeholders at all levels.
• Crisis Management: Proven capability to remain composed and analytical under pressure, effectively resolving major system outages and minimizing operational impact.
• Operational Acumen: Strong financial and operational insight to optimize resource allocation, vendor relationships, and hardware lifecycle management.

Why Join Our Team?

We offer a compelling package of benefits designed to support your professional growth and personal well-being:

• Competitive Compensation: An attractive salary commensurate with your experience and contributions.
• Flexible Work Arrangements: Adaptable working hours to accommodate your professional and personal commitments.
• Continuous Development: Access to training programs tailored to enhance both technical and soft skills, fostering long-term career progression.
• Work-Life Balance: Initiatives and programs dedicated to promoting a healthy equilibrium between professional responsibilities and personal life.
• Innovative & Collaborative Environment: A vibrant, forward-thinking workplace that encourages creativity, teamwork, and professional growth.
• Specialized Team Support: Join a dedicated team of experts committed to delivering excellence in IT service delivery and infrastructure management.