Infrastructure Service Delivery Manager

Job Title: Infrastructure Service Delivery Manager

Experience

Required:

10+ years

We are seeking an experienced and strategic Infrastructure Service Delivery Manager to oversee and enhance the delivery of IT infrastructure services within our organization. The ideal candidate will be responsible for managing service level agreements (SLAs), driving continuous improvement, ensuring service availability, and maintaining strong stakeholder relationships. This role requires a blend of technical knowledge, leadership, and exceptional client management skills.

• Develop, implement, and update Service Level Agreements (SLAs) for all infrastructure services.
• Monitor compliance with Key Performance Indicators (KPIs) and agreed-upon quality standards.
• Prepare and present regular service performance reports to senior management.
• Propose SLA improvements based on performance analysis and business needs.

• Develop improvement plans for current and future infrastructure services.
• Assess user needs and anticipate requirements for new services.
• Participate in budgeting and cost planning related to service delivery.
• Ensure infrastructure services align with the organization’s overall strategy.

• Act as the primary liaison between technical teams and end-users.
• Address user complaints and technical service requests.
• Hold regular meetings with stakeholders to review service quality.
• Build and maintain strategic relationships with vendors and service partners.

• Develop Business Continuity Plans (BCPs) for critical services.
• Coordinate with IT teams to ensure service availability.
• Manage service transition processes from old to new services.
• Conduct service continuity drills with relevant teams.

• Apply quality management methodologies such as ITIL and Six Sigma to enhance services.
• Analyze service issue trends and develop mitigation plans.
• Lead user experience (UX) improvement initiatives.
• Conduct benchmarking against industry best practices.

• Oversee major changes in infrastructure services.
• Ensure effective communication of changes to affected users.
• Assess the impact of changes on service quality and user experience.
• Document all change management and transition processes.

• Develop and implement incident management procedures.
• Ensure rapid response to critical incidents affecting services.
• Conduct Root Cause Analysis (RCA) for recurring issues.
• Track the implementation of permanent solutions to reduce problem recurrence.

• Maintain an accurate and up-to-date Service Catalog.
• Prepare periodic service performance reports and analyze metrics.
• Document all service-related policies and procedures.
• Provide reports to various management levels as required.

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum of 10 years of experience in IT service delivery, infrastructure management, or a similar role.
• Certifications Preferred:
• ITIL Expert or Managing Professional
• PMP, PRINCE2, or similar project/program management certification
• ISO 20000, Six Sigma, or COBIT certifications are a plus
• Strong knowledge of IT infrastructure, cloud services, and enterprise systems.
• Proven experience in SLA management, vendor management, and stakeholder communication.
• Excellent analytical, problem-solving, and reporting skills.
• Ability to lead teams, manage projects, and drive service improvement initiatives.
• Proficiency in English and Arabic is preferred.

• Competitive salary and comprehensive benefits.
• Opportunity to lead strategic IT service initiatives in a large organization.
• Professional growth and development opportunities.
• Collaborative and forward-thinking work environment.