Job Description

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• IT Operations & Service Delivery Manager

About The Role
The IT Operations & Service Delivery Manager will be responsible for overseeing the efficient delivery of IT services across a large multi-site organisation operating within a hybrid cloud environment, with a strategic move towards full public cloud adoption.
The role will ensure high availability, performance, and reliability of core technologies including Microsoft 365, Azure, Hyper-V virtualization, Meraki networking solutions and office-based user experience solutions. This position will maintain operational excellence, driving continuous improvement in service delivery, incident management, change control and stakeholder engagement, ensuring IT services align with business needs and strategic goals.
Key Responsibilities:

• Lead and manage IT operations teams to ensure effective service delivery across all sites.
• Oversee the management and performance of Microsoft 365, Azure services, Hyper-V environments, Meraki networking infrastructure & office-based user experience solutions such as audio-visual systems and end user devices.
• Ensure operational stability and reliability of hybrid cloud infrastructure with a roadmap towards public cloud adoption.
• Develop and maintain IT service management processes including incident, problem, and change management aligned with ITIL best practices.
• Monitor service performance and ensure SLAs and KPIs are met or exceeded with constant review to ensure set metrics are relevant to business needs.
• Manage vendor relationships and ensure third-party services meet contractual and performance expectations bringing in internal business stakeholders into reviews in ensure stakeholder engagement from subject matter experts is aligned with what the supplier provides.
• Collaborate with stakeholders to ensure IT services support business objectives and operational needs.
• Implement and oversee service improvement plans to continually enhance user experience and service quality.
• Ensure robust disaster recovery and business continuity practices for IT operations.
• Work closely with GRC teams to ensure operations align with privacy and information security policies and compliance requirements.
• Coordinate and support technology upgrades, patching cycles, and infrastructure optimisation activities.
• Ensure documentation and operational runbooks are maintained and up to date across all managed technologies.
• Provide leadership and mentoring to technical support and infrastructure teams, fostering a culture of high performance and accountability.

Skills Required