Job Summary:
We are seeking an experienced and strategic Service Delivery Director to lead the delivery, operations, and growth of enterprise infrastructure, cybersecurity, and managed services across multiple customer environments. This role is responsible for ensuring service excellence, customer satisfaction, operational efficiency, financial performance, and talent development within a managed services and systems integration environment.
The ideal candidate will have extensive experience managing large-scale IT operations, leading customer-facing service organizations, and overseeing enterprise infrastructure platforms across hybrid environments. This position requires strong leadership capabilities, commercial acumen, and expertise in service management, governance, and operational transformation.
Responsibilities:
Service Delivery & Customer Management
- Lead the end-to-end delivery of infrastructure, cybersecurity, and managed services across multiple customer accounts.
- Ensure achievement of contractual obligations, service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction targets.
- Act as the senior escalation point for major incidents, service disruptions, and critical customer issues.
- Build and maintain strong relationships with senior customer stakeholders and conduct regular service review meetings.
- Drive continual service improvement initiatives to enhance service quality, customer experience, and operational efficiency.
Infrastructure & Technical Leadership
Provide strategic oversight across enterprise infrastructure environments including:
- Nutanix, VMware, Hyper-V
- Windows Server and Red Hat Linux
- Enterprise Storage (Dell EMC, Pure Storage, NetApp, Elastic Storage)
- Network and Security Infrastructure
- Database Platforms
- SIEM and Security Analytics (Splunk, Elastic Stack, Grafana, Kibana)
- Monitoring and Observability Platforms (AppDynamics, Dynatrace, BMC Helix)
- Ensure infrastructure availability, resilience, performance, security, capacity management, backup, disaster recovery, and compliance requirements are met.
- Govern ITIL processes including Incident, Problem, Change, Configuration, Capacity, and Availability Management.
- Drive automation, standardization, and operational transformation initiatives.
People & Resource Management
- Lead, mentor, and develop a high-performing team comprising Service Delivery Managers, Technical Managers, Architects, Team Leads, and Engineers.
- Oversee workforce planning, recruitment, succession planning, employee engagement, and capability development.
- Ensure effective resource allocation and utilisation across customer accounts and service portfolios.
- Establish performance objectives and support career development and leadership growth within the organisation.
- Promote a culture of accountability, innovation, customer focus, and continuous improvement.
Financial Management & P&L Ownership
- Own and manage the profit and loss (P&L) performance of managed services and infrastructure delivery portfolios.
- Develop annual budgets, resource plans, forecasts, and financial targets.
- Drive revenue growth, profitability, margin optimisation, and operational efficiency.
- Monitor contract performance, service delivery costs, and resource utilisation.
- Partner with Sales and Pre-Sales teams on bids, solution reviews, contract renewals, and service expansion opportunities.
- Identify and implement cost optimisation initiatives while maintaining service quality and customer satisfaction.
Business & Governance
- Establish governance frameworks and operational controls to manage risk and service performance.
- Ensure adherence to industry standards and regulatory frameworks such as ISO 27001, CIS, NIST, IM8, and organizational security policies.
- Collaborate with internal stakeholders to align service delivery strategies with business objectives and growth plans.
Requirements
- Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
- At least 10 years of experience in IT infrastructure operations, managed services, or service delivery.
- At least 7 years of experience in a senior leadership position managing large technical teams and customer-facing service organisations.
- Proven experience working within a Systems Integrator (SI), Managed Services Provider (MSP), or technology services environment.
- Demonstrated experience in P&L management, budgeting, resource planning, and operational performance management.
- Strong track record of managing enterprise-scale infrastructure and service delivery environments.
Technical Knowledge
- Enterprise virtualisation platforms (e.g. VMware, Nutanix, Hyper-V)
- Microsoft Windows Server and Red Hat Enterprise Linux environments
- Enterprise storage, backup, disaster recovery, and business continuity solutions
- Network infrastructure, cybersecurity operations, and data centre technologies
- Security monitoring, SIEM, and analytics platforms
- Infrastructure monitoring, observability, and AIOps platforms
- ITIL-based service management and operational governance
- Infrastructure automation and service optimisation practices
Preferred Certifications
- ITIL® v4 Foundation or Managing Professional
- Project Management Professional (PMP) or equivalent
- VMware Certified Professional (VCP)
- Nutanix Certified Professional (NCP)
- Red Hat Certified Engineer (RHCE)
- CISSP, CISM, or equivalent cybersecurity certification
