Job Description

Job Description

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

• Bachelor’s Degree in Information Technology, Computer Science, or related field
• 5+ years of experience in IT infrastructure management or similar leadership role
• Strong technical knowledge: servers, storage (NetApp preferred), networking, Microsoft Teams calling, cloud environments (Azure/AWS), Virtualization (VMware), Backups (Veeam \ Snap Mirror), IT operations
• ITIL certification required or strong ITIL process experience
• Industry certifications (Azure/AWS, Network+ / CCNA, or similar) are a plus
• Experience in shared services and global/virtual teams across time zones
• Demonstrated leadership, team coordination, stakeholder management experience
• Strong organizational and communication skills; ability to translate technical issues into business-friendly language
• Strong analytical and problem-solving abilities; focus on service quality and uptime
• Ability to prioritize tasks in a dynamic, fast-paced environment
• Customer service–oriented approach to infrastructure delivery
• 20%+ travel expected, including some international travel
• Occasional weekends, off-hours work, and limited on-call availability required based on project and operational needs

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

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