The IT Service & Infrastructure Operations Delivery Manager is responsible for ensuring seamless IT service delivery across all infrastructure operations, providing leadership in incident and escalation management, and upholding high standards of support. This role oversees end-to-end support processes, monitors key performance indicators, and collaborates with cross-functional teams to drive continuous improvement in IT service delivery. The Manager will play a critical role in resolving escalations, enhancing operational efficiencies, and ensuring a robust, reliable IT infrastructure to support business needs.

Essential Functions:

IT Service ManagementDevelop, implement, and maintain IT service management (ITSM) frameworks and processes, ensuring alignment with best practices and industry standards (e.g., ITIL).Manage and continuously improve service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to meet business requirements.Oversee IT change, incident, and problem management processes, ensuring consistent, effective responses to IT service needs and minimizing disruption. Process Improvement and OptimizationIdentify and implement best practices, automation, and process improvements to streamline infrastructure operations, reduce complexity, and enhance efficiency.Conduct root cause analysis on recurring issues, recommending, and executing process changes to address bottlenecks and improve infrastructure resilience.Standardize and document procedures for infrastructure management, creating clear and consistent processes that promote operational excellence. Infrastructure OperationsLead the daily operations of IT infrastructure, ensuring availability, stability, and scalability to support business objectives.Monitor system performance, conduct regular audits, and perform maintenance to ensure optimal infrastructure performance.Collaborate with engineering, security, and architecture teams to implement proactive measures for system improvements, resilience, and disaster recovery. Escalation ManagementAct as the primary escalation point for complex IT issues, coordinating resources and managing communication to ensure timely resolution.Develop and enforce escalation procedures, ensuring critical incidents are prioritized and handled efficiently.Conduct root cause analysis for recurring incidents and escalations, working with relevant teams to implement preventive measures. Support Delivery ManagementOversee a multi-tiered support structure, ensuring efficient handling of all support requests and alignment with IT service delivery goals.Manage and mentor a team of support and operations professionals, establishing clear roles, responsibilities, and performance standards.Implement continuous improvement initiatives to enhance support efficiency, response times, and user satisfaction.Provide detailed reports on support operations performance, including ticket volumes, resolution times, and satisfaction levels. Project Management and Process InnovationLead infrastructure improvement projects, coordinating cross-functional teams to achieve strategic objectives on time and within budget.Identify opportunities to introduce automation and self-service solutions that enhance infrastructure efficiency and empower users.Stay current with emerging technologies and industry trends, recommending innovative solutions to enhance the organization’s infrastructure and service delivery. Business Continuity and Disaster RecoveryDevelop, implement, and test disaster recovery and business continuity plans for critical IT systems.Ensure regular backups and redundancy mechanisms are in place to safeguard data integrity.

Additional Responsibilities:

Motivating staff and creating a space where they can ask questions and voice their concerns.Learns fundamental operations of commonly used software, hardware, and other equipment.Adheres to all confidentiality rules and policies.Follow all company and department policies and rules.Ensures that all problems are logged, resolved/assigned for resolution, prioritized and tracked, and communicated appropriately.Works additional hours per business needOther duties as assigned.