Infrastructure Service Delivery Director

Job description

Roles & Responsibilities

We are seeking a highly experienced and strategic Service Delivery Director to lead and optimize the delivery of critical data and security services for our clients.

This pivotal role will be responsible for ensuring the seamless operation, continuous improvement, and strategic evolution of services across a diverse technology landscape, with a strong focus on data diode environments and various enterprise-grade platforms.

The ideal candidate will possess a deep understanding of IT service management (ITSM) best practices, exceptional leadership skills, and a proven track record of managing complex client relationships and technical teams in a fast-paced environment.

This leadership role demands deep technical expertise across cloud platforms (such as AWS, Azure or GCP), hybrid environments (encompassing network, on-premises servers Nutanix, VMware , RedHat , storage, databases), robust monitoring platforms (cloud-native tools, Dynatrace, Datadog, etc.), and security Information and Event Management (SIEM) & Analytics (Splunk, Elastic Stack - Grafana, Kibana) platforms and data visualization tools for security monitoring, threat detection, and application performance monitoring.

This role requires a strong blend of technical expertise, business acumen, client relationship management, and leadership skills within a project-driven, multi-client environment.

A proactive and results-oriented leader who can navigate complex technical landscapes while maintaining a strong focus on client satisfaction and operational excellence.

Key Responsibilities:

1.

Strategic Service Delivery & Client Relationship Management:

Develop and execute comprehensive service delivery strategies aligned with client business objectives and company growth targets.

Act as the primary escalation point for critical service delivery issues, ensuring rapid resolution and effective communication with stakeholders, including C-level executives.

Build and nurture strong, long-term relationships with key clients, understanding their evolving needs and proactively identifying opportunities for service expansion and enhancement.

Conduct regular service reviews, present performance reports (SLAs, KPIs), and drive continuous improvement initiatives based on client feedback and operational data.

Negotiate and manage service level agreements (SLAs) and operational level agreements (OLAs) with internal teams and external vendors.

2.

Technical Leadership & Platform Oversight:

Provide expert guidance and strategic oversight for the operation and optimization of diverse data and security platforms, including:

• Lead the secure and efficient operation of data technologies, ensuring stringent data segregation and one-way data transfer capabilities.
  
  
• Oversee the effective deployment, management, and utilization of SIEM platforms and data visualization tools for security monitoring, threat detection, and operational insights.
  
  
• Ensure optimal performance and availability of critical applications through effective use of APM tools, proactive identification of bottlenecks, and incident resolution.
  
  
• Manage and optimize service delivery and ensure robust performance of hybrid infrastructure.
  
  
• Oversee the operational aspects of data lakes, ensuring data ingestion, storage, processing, and accessibility for analytics and reporting.
  
  

Stay abreast of emerging technologies, industry trends, and best practices in data security, infrastructure, and cloud computing to drive innovation and maintain a competitive edge.

Collaborate with architecture, engineering, and product teams to translate technical requirements into actionable service delivery plans.

3.

Operational Excellence & Process Improvement:

Oversee the end-to-end service lifecycle, including incident management, problem management, change management, request fulfillment, and configuration management, adhering to ITIL frameworks.

Implement and enforce quality assurance processes to ensure the reliability, performance, and security of delivered services.

Develop, refine, and enforce robust operational procedures and policies to ensure consistent service delivery and compliance with relevant regulations and security standards.

Drive automation initiatives to enhance efficiency, reduce manual effort, and improve service quality.

Manage service delivery budgets, identify cost optimization opportunities, and ensure financial accountability.

4.

Team Leadership & Development:

Lead, mentor, and inspire a high-performing team of Service Delivery Managers, technical leads, and support staff.

Foster a culture of accountability, collaboration, continuous learning, and customer-centricity within the team.

Conduct performance reviews, provide regular feedback, and identify professional development opportunities for team members.

Oversee resource allocation, workforce planning, and talent acquisition to ensure adequate staffing and skill sets for current and future service demands.

5.

Financial Management:

Contribute to the development and management of service delivery budgets.

Monitor and control costs, identifying opportunities for optimization.

Track and report on key performance indicators (KPIs) related to service delivery.

Manage the budget for the IT services delivery department, ensuring cost-effectiveness and maximizing ROI for client projects.

Contribute to financial forecasting, resource planning, and pricing strategies for delivery services.

Identify opportunities for cost optimization while maintaining service quality.

Tell employers what skills you have
IT Service Management
Budgets
Operational Excellence
Azure
Financial Management
Process Improvement
Cloud Computing
Quality Assurance
Business Acumen
Service Level
FOCAL
Team Leadership
Configuration Management
Dynatrace
ITIL
Service Delivery

Required Skill Profession

Other General