Head of Service Delivery Manager - Infrastructure and Networks

• We are looking for a Head of Service Delivery within the Infrastructure and Network domain, responsible for ensuring the quality and efficiency of IT services, while driving process optimisation and continuous improvement.
  

Client Details

• A leading global company within the pharmaceutical industry.

Description

• Lead global service delivery for infrastructure and network services, including cloud and on-premise hosting, data centre, storage, backup, network, connectivity, firewall, internet, remote access and related run services;
• Lead, coach and manage the wider Service Delivery Manager team, setting clear priorities, workload balance, performance expectations, escalation standards and consistent service-management routines;
• Own the SDM operating rhythm across service reviews, vendor management routines, action logs, performance packs, service-risk tracking, improvement plans and leadership reporting;
• Drive MSP vendor performance management across infrastructure and network towers, using SLA, OLA, KPI, service credit, trend, customer experience and operational risk data to challenge performance and secure corrective action;
• Act as the primary operational interface between MSP delivery leads, platform engineering, ITSM process owners, cyber, product/platform teams and regional service leads to ensure clear ownership and disciplined follow-through;
• Lead service escalation for major incidents, recurring problems, service degradation and critical infrastructure or network risks, ensuring business impact, root cause, corrective action and communications are managed through agreed governance;
• Oversee change, release, transition and hypercare readiness for infrastructure and network services, ensuring operational acceptance, run books, monitoring, support models, controls and ownership are agreed before go-live;
• Coordinate operational control evidence and follow-up for infrastructure and network services where SOx, GxP, audit, access, backup, recovery, disaster recovery, monitoring or security control activities apply;
• Identify and lead continual service improvement opportunities that improve resilience, reduce repeat incidents, increase automation, strengthen vendor accountability and improve value for money;
• Support contract, commercial and service-scope governance by providing evidence-based input to renewals, service credits, change requests, volumetrics, consumption trends and vendor QBR/MPR discussions.

Profile

• Degree-level education or equivalent experience in technology, service management, infrastructure, networks, engineering operations or a related discipline;
• ITIL Foundation or equivalent service management experience is essential;
• ITIL Managing Professional, SIAM, supplier/vendor management, infrastructure, network or project/change management certification is desirable;
• Strong knowledge of IT service management, MSP delivery models, vendor performance management, service level management, infrastructure operations, network services, cloud and on-premise hosting, monitoring, backup/recovery, disaster recovery and operational resilience;
• Working knowledge of incident, problem, change, release, request, knowledge and continual improvement processes in a global, matrixed environment;
• Understanding of regulated technology environments, including SOx, GxP, audit evidence, identity and access, cyber controls and third-party risk expectations sufficient to coordinate operational activity and escalate issues appropriately;
• Able to lead a team of Service Delivery Managers while also operating effectively through MSP teams, internal resolver groups and senior stakeholders;
• Strong vendor management, service performance, analytical and escalation skills, with the ability to interpret operational data, challenge supplier performance and drive corrective action;
• Clear communicator able to present service performance, risks, incidents, trends and improvement plans to D&T leadership;
• Strong planning, prioritisation, coaching and follow-through skills;
• Comfortable using ITSM tooling, dashboards, reporting packs, service review materials and vendor scorecards to manage performance, risks and actions.

Job Offer

• Opportunity to join a global team;
• Opportunity for growth through dynamic projects and fast-paced environments.