Role: Service Delivery Manager
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Location: London, UK (Onsite)
Type: Permanent
Responsibilities:
* Experience in hardcore infrastructure management, not just process management.
* Handle service desk, end-user services, and datacenter teams.
* Collaborate with offshore teams.
* Domain knowledge in Azure and AWS cloud environments.
* Work on migration and transformation projects.
* Focus on automation and implementing Gen AI tools.
* Well-versed with account financials, revenue, and driving margins.
Requirements:
* More than 15 years in IT infrastructure, with at least 5 years directly working with customers on-site.
* Bachelor’s degree or equivalent certifications.
* Minimum of 5 years hands-on experience in Infrastructure Operations, Network Operations, and Service Desk.
* Experience in project/program management in relevant areas like Service Desk, Infrastructure Planning, and Network Planning.
* Specific experience in onshore/offshore models and 3-tier models (offshore, account, customer) is a plus.
* Experience in a multi-national/multi-cultural environment with strong operations management skills (preferably ITIL Certified).
* Ability to handle/negotiates with customers and/or senior account personnel.
* Excellent documentation, presentation, and communication skills demonstrated in a work environment.
* Depth or breadth of knowledge and experience in five of the nine knowledge areas of Project Management as specialties.
* Possess necessary skills, behaviors, and traits to be successful as a project leader or project/program office manager.
* Working toward professional Project Management certification is recommended.
* Provide direction to staff members in meeting established schedules or resolving operational problems.
* Apply advanced Project Management principles, theories, and concepts, as well as expertise in related disciplines.
* Select appropriate standards, methods, tools, and applications to use.
* Demonstrate an analytical and systematic approach to problem-solving.
* Communicate fluently orally and in writing, presenting complex technical information.
* Rapidly absorb new technical information and apply it effectively.
* Maintain awareness of developing technologies and their application.
* Advise, mentor, design, establish, evaluate, facilitate, influence, and promote.
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