Senior IT Service Delivery Manager - Infrastructure & Operations

About the Company

With nearly three decades in operation, the company has rebranded to focus strongly on integrating cutting-edge technology with sustainability and wellbeing, a core strategic objective. Operating across five countries, the organization specializes in IT and Information Systems aiming to propel clients' growth and digital transformation.

Key Responsibilities

• Lead and manage a large, geographically dispersed team of approximately 70 IT professionals, directing their performance and strategic goals.
• Develop and implement organizational frameworks, succession planning, and resource management across multiple sites.
• Standardize IT service delivery processes to cultivate a consistent and high-performance culture within the IT teams.
• Act as the top-level authority for resolving critical infrastructure incidents with high severity.
• Serve as the executive business owner of the OpenText SMAX ITSM platform, overseeing its operations and governance.
• Utilize analytics and machine learning tools within SMAX to enhance workflows related to Incident, Problem, Asset, and Change management.
• Create and deliver executive dashboards showcasing SLAs adherence and identifying operational constraints.
• Supervise the entire lifecycle management of enterprise servers and hybrid storage arrays ensuring reliability and capacity.
• Ensure dependable multi-site data connectivity over LAN, wireless, and edge networks.
• Design and execute comprehensive disaster recovery and business continuity plans across locations, conducting regular testing.
• Manage warehouse inventories for hardware, enforcing tight controls and optimizing supply chain logistics for field technicians.
• Conduct audits for asset lifecycle covering acquisition, deployment, data wiping, and disposal stages.
• Maintain stringent operational security practices across all infrastructure and network equipment.
• Oversee physical security measures including access controls and CCTV along with Identity and Access Management at all sites.

Qualifications and Experience

• Over 10 years of progressive experience in IT with at least 5 years leading large scale operations and teams of 50 or more.
• Proven expertise managing distributed technical teams across multiple locations.
• Direct experience with OpenText SMAX platform operations or administration.
• Bachelor’s degree in Computer Science, Information Systems, or a related discipline; Master’s degree is preferred.

Preferred Certifications

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

Core Skills and Competencies

• Exceptional executive communication skills to clearly relate complex infrastructure issues to business contexts.
• Strong crisis management abilities to calmly and effectively address major system failures.
• Robust financial and operational insight to optimize resource use, vendor partnerships, and hardware lifecycle management.

Benefits

• Competitive salary package.
• Flexible working hours to support work-life balance.
• Access to training programs enhancing both technical and soft skills.
• Programs supporting a healthy balance between personal and professional life.
• An energetic and youthful work environment.
• Opportunity to work with a specialized team.