CSD lead

Role & responsibilities:

Role Overview

The IT Service Delivery & Operations Manager is a crucial leadership position responsible for ensuring the reliable operation of the company's IT infrastructure and the efficient, high-quality delivery of all IT services to the organization. This role requires a strong leader who can manage technical teams, drive continuous improvement using ITIL principles, maintain vendor relationships, and ensure service level agreements (SLAs) are met consistently.

Key Responsibilities

1. Service Delivery & Service Level Management (The "Delivery" Focus)

• Service Level Management (SLM): Define, implement, and monitor Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for all IT services.

• Customer Experience: Act as the primary escalation point for major incidents and critical user issues, ensuring timely resolution and professional communication to stakeholders.

• Service Catalogue: Oversee the development, maintenance, and promotion of the IT Service Catalogue, ensuring all services are clearly defined and measurable.

• Process Improvement: Drive the adoption and maturity of ITIL best practices (Incident, Problem, Change, Configuration Management) across all IT teams.

• Reporting: Generate regular reports on service performance, incident trends, user satisfaction, and team efficiency for executive review.

2. IT Operations Management (The "Operations" Focus)

• Infrastructure Oversight: Manage the day-to-day operations of core IT infrastructure, including networks, servers (on-premises and cloud), data centres, security systems, and end-user computing environments.

• Team Leadership: Lead, mentor, and manage the IT Support and Infrastructure teams (Remote Support, Help Desk, Desktop Support, Network Admins), fostering a culture of high performance and continuous learning.

• Budget Management: Assist the IT Leadership team in developing and managing the annual operations budget, tracking expenditures for hardware, software, and services.

• Business Continuity: Oversee Disaster Recovery (DR) and Business Continuity Planning (BCP) efforts related to IT, ensuring critical systems can be restored quickly and effectively.

• Vendor Management: Manage key vendor and service provider relationships, ensuring they meet contractual obligations and deliver high-quality support.

3. Compliance, Policy & Risk Management

• IT Governance: Ensure all IT operations and service delivery processes adhere to internal policies, industry regulations, and security compliance standards.

• Audit & Control: Participate in internal and external audits, ensuring all documentation and processes are compliant and auditable.

• Policy Enforcement: Ensure strict adherence to change control procedures and operational policies across the organization to minimize operational risk.

Required Qualifications & Skills

• Education: Bachelors degree in Computer Science, Information Technology, or a related field.

• Experience: Minimum of 5 years of progressive experience in IT, with at least 2-3 years in a management or supervisory role focused on service delivery or IT operations.

• Certification: Mandatory ITIL Foundation Certification (ITIL v3 or ITIL 4). Higher certifications (e.g., ITIL Service Expert, PMP) are highly desirable.

• Technical Knowledge: Strong working knowledge of core IT infrastructure concepts (Networking, Cloud/Virtualization, Endpoint Management, Security).

• Leadership: Proven ability to lead, motivate, and develop technical teams.

• Communication: Excellent verbal and written communication skills, with the ability to present complex technical topics to non-technical executive stakeholders.

• Service Excellence: Demonstrated success in improving customer satisfaction (CSAT) scores and meeting/exceeding defined SLAs.

Desired Skills

• Experience administering or optimizing an enterprise ITSM platform (e.g., ManageEngine, ServiceNow, Jira Service Management, Remedy).

• Experience with financial planning and cost management within an IT department.

• Certifications in relevant domains (e.g., CompTIA, Cisco, Microsoft MCSA/Azure).