Expert Service Delivery Manager
Core
Own end-to-end service relationships for strategic mainframe-centric clients, acting as the executive face to CIO/CTO stakeholders and orchestrating delivery across z/OS, distributed, and cloud platforms.
Role type
Senior client-facing service delivery manager (mainframe/hybrid cloud)
Builds
Managed services for mainframe and hybrid cloud estates
Domain
IT Service Management, Mainframe (z/OS), Hybrid Cloud
Deliverable
client delivery
Required skills
IT Service Management, mainframe (z/OS) managed services, executive client relationship management, multi-platform operations, ITIL principles, incident management, escalation procedures
Preferred skills
Mainframe-as-a-Service account leadership, mainframe modernisation patterns, mainframe software optimisation, DR and cyber-resilience, hyperscale cloud partner collaboration
Technologies
z/OS, CICS, Db2, IMS, MQ, JCL, Cloud Computing, Middleware, Networking
Responsibilities
Act as client advocate and escalation point for Sev-1/Sev-2 mainframe incidents; coordinate cross-functional teams to achieve service levels; identify and execute operational improvement plans (MIPS/MSU optimisation, cost takeout, modernisation); analyze environment health and incident data; educate operational teams on client service usage; provide executive-level communication for critical events; manage contractual relationships and strategic account plans; lead ITSM governance and SLA adherence meetings.
Seniority
Senior, hands-on IC with executive presence