Senior Infrastructure Delivery Manager
Join as a Support Service Coordinator and lead an L2 support team managing Microsoft 365, endpoint management and end-user computing for customers in a financial institution. Coordinate daily operations, ensure service level adherence and act as the interface between IT support and the business.
Responsibilities
- Manage team scheduling, shift rotas, on-call coverage and capacity planning
- Triage and prioritise incoming work, assign tickets and ensure SLA targets are met
- Own major incident coordination including bridge calls, resolution drive and stakeholder communication
- Act as primary escalation point for VIP and executive-level issues ensuring white-glove service
- Ensure ITIL process adherence across incident, problem, change and knowledge management in ServiceNow
- Produce and present monthly service reports covering incident trends, SLA compliance and team capacity
- Liaise with business stakeholders and third-party vendors, managing expectations and tracking performance
- Drive continuous improvement through trend analysis, automation and shift-left initiatives
- Maintain quality of team knowledge output including runbooks, SOPs and known error records
- Support audit activities and ensure compliance with regulatory requirements
Requirements
- 5–7 years in IT support operations with 2–3 years in a team lead or coordinator role managing 8–15 staff
- ITIL v3/v4 Foundation certified with strong process discipline
- Solid understanding of M365, Windows endpoints, Active Directory and Citrix VDI
- Experience with ServiceNow for dashboards, workflows and SLA reporting
- Strong stakeholder management skills comfortable with senior executives and VIP users
- Experience coordinating major incidents and producing post-incident reviews
- Experience in financial services or regulated environments
- Excellent organisational skills and ability to remain calm under pressure
- Experience with team capacity planning and resource management
- Strong communication and documentation skills
Nice to have
- ITIL v4 Managing Professional HDI Support Center Manager or Microsoft certifications
- Experience with ServiceNow Performance Analytics CMDB and service catalogue design
- Familiarity with Power BI for operational dashboards and reporting
- Experience managing support through technology transitions
- Exposure to CSI programmes Lean/Six Sigma or SIAM principles
- Experience supporting regulatory audits penetration testing or business continuity exercises
