Manager - Service Delivery and Infrastructure

The role of Manager - Service Delivery and Infrastructure will take online management responsibility of Customer Support, Service Improvement, Service Operations, Service Transition and the Infrastructure Services Team based out of India.

This role is a strategic enabler of service excellence:

•             Customer-Centricity: Incident leadership and ticket resolution and safeguard trust.

•             Operational Resilience: Monitoring, governance, and root cause analysis to reduce risk.

•             Efficiency & Transparency: Reporting and flow optimization to drive continuous improvement.

•             Proactive Improvement: Trend analysis ensures long-term stability and prevents recurring issues.

Key Performance Indicators:

• Ensure effective day to day management of the  Infrastructure services teams, ensuring KPI and SLA targets are met around service requests, incident management, change & release, equipment and IT resource requests.
• Develop dashboards and reports on SLA compliance, ticket trends, and incident metrics; drives process optimisation.
• Ensure there are appropriate and effective IT systems, controls, policies, and procedures are in place to mitigate any IT risks, for example in relation to IT security and GDPR.

• Oversee CAB processes, validates dependencies, and ensures safe deployments with rollback strategies.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects are understood and factored into capacity plans for all associated services.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
• Be an ambassador for Technology, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
• Manage a team of service engineers troubleshoot incidents, alerts, events, and requests related to IT services typically at 3rd line or above
• Coordinates with Product Delivery Squad Leaders and the Platform Team to review, refine, and optimise alerting systems across AWS, databases, and application monitoring tools. Ensure alerts are actionable and reduces false positives.
• Manage major Incidents. Acts as a bridge between technical squads, service desk, and leadership, ensuring seamless communication during critical events.
• Manage and maintain IT infrastructure: compute, storage, network, cloud, and data centres
• Perform ITSCM operations, i.e. backups, high availability, resiliency including 3rd party services and offsite backups

About You

• An experienced leader with an excellent understanding of Service. Working in a fast-paced multi channel organisation with the ability to offer best in class service to the Groups internal and external customers.
• Should provide High level stakeholder management, communication and Service reporting in an ecommerce environment.
• Delivery & Customer focused.
• Significant experience of leading and managing teams (including matrix management) within an operational. Flexible and agile attitude in respect to responsibilities and change.
• 2 years + working as a Senior Leader in a similar role.
• Proficient in SLM & ITIL best practices.
• Confident communicator who makes clear, timely decisions supported by data strong practical understanding of IT/Infra security concepts and principles.
• Expert in IT infrastructure management including windows, Linux servers and End User Compute.
• Experience in Office 365, Active directory, group policies.
• Experience in network management including routers, switches and firewall.
• Proven experience managing and operating a modern IT Service Desk using contemporary service management platforms such as Jira Service Management, ServiceNow, Freshservice, or Zendesk, including configuration of workflows, SLAs, automation, and reporting.
• Demonstrable experience integrating Service Desk operations with Product Delivery and Engineering teams, ensuring effective incident, problem, change, and request management aligned to agile and DevOps ways of working

Desirable

• ITIL/ITSM Certification.
• Experience in AWS and Azure
• Experience in scripting and automation
• Managing infrastructure budget
• Prior working experience in B2B digital products, media, or subscription-based services.