Infrastructure Service Delivery Manager
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Plan, initiate, and manage information technology (IT) projects related to infrastructure service delivery. Responsible for the overall performance and availability of IT Infrastructure. Perform Service Management activities across Colleague Care, Service Management, escalations and general on-the-ground duties. Monitor and review service delivery, responding to escalations from the team, the business and/or third parties. Supervise, plan and coach the team by providing quality assurance and review from a service perspective. Manage third parties and delivery of service against agreed SLA including escalations, dashboard and detailed reporting and service reviews. Provide triage of incidents and manage assignment of business demand of Infrastructure and core technologies including Servers, Printers, AV/VC, Telephony, Storage, Networks, Remote Access, Security Systems, Middleware (IBM MQ, WebSphere, Apache, Tomcat) and Core Applications (Documentum, SharePoint, Autosys IIS, F5, LDAP, ServiceNow). Allocate and manage the list of operational owners and ensure operational documentation is maintained. Work with the Infrastructure teams to organize appropriate technology updates / future state sessions. Perform gatekeeper role as service is transitioned into production. Provide Major Incident Management and Problem Management processes and ensure adherence within Infrastructure. Provide Quality Assurance / ensure peer review process is effective for Changes raised/implemented by Infrastructure Engineers.
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Requires Bachelor’s degree or equivalent in Computer Science, Electrical Engineering or related field of study and 5 years’ experience in IT Infrastructure support within financial services environment with a solid technical knowledge across Hosting, Networks, Middleware and End User Computer technologies. Experience specified must include: 5 years of experience managing a small direct team and supporting vendor relationships to deliver service to SLA/OLA; 5 years of experience in a customer facing IT Support/Service delivery role including responsibility for developing executive level summaries; and in working with and managing service with/via Third Parties / Vendors; 5 years of experience in managing several large scale/global IT infrastructure components and applications including Servers (Windows and Unix), Storage, Networks, Remote Access, Security Systems, Middleware (IBM MQ, WebSphere, Apache, Tomcat) and Core Applications (Documentum, SharePoint, Autosys IIS, F5, LDAP, ServiceNow). Requires ITIL certification.
