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.
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.
Key technologies: Microsoft 365, Windows, Active Directory, Citrix VDI, ServiceNow.
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