Service Delivery Manager
Core
Ensure delivery, performance, availability, and continuous improvement of IT services and infrastructure, acting as a key link between business stakeholders, technical teams, vendors, and global IT functions.
Role type
Senior Service Delivery Manager (IT Operations)
Builds
Enterprise IT services, hybrid cloud environments, and mission-critical infrastructure
Domain
Global Shipping / IT Service Management & Cloud Operations
Required skills
IT Service Management (ITIL), Infrastructure & Cloud Operations, Stakeholder Management, Vendor Management, SLA/KPI Governance, Incident/Problem/Change Management, Microsoft Azure Foundation, Hybrid Cloud Architectures, ITSM Platforms (ServiceNow, Datadog), Observability, Linux/Windows Environments, Automation & Scripting, DevOps Practices
Preferred skills
None explicitly stated as preferred (all listed as required or experience-based)
Technologies
Microsoft Azure, ServiceNow, Datadog, Power BI, Citrix
Responsibilities
Ensure delivery, performance, availability, and continuous improvement of IT infrastructure and operational services; Oversee Infrastructure & Cloud Operations across enterprise, hybrid cloud, and mission-critical environments; Manage Incident, Problem, Change, and Major Incident Management processes in line with ITIL best practices; Monitor and govern SLAs, KPIs, service performance, availability, and operational quality; Act as the key interface between business stakeholders, technical teams, security functions, vendors, and external service providers; Support the management and evolution of Microsoft Azure Foundation, hybrid cloud environments, and enterprise infrastructure services.
Seniority
Senior, hands-on IC with leadership responsibilities