Senior Infrastructure Delivery ManagerJoin 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 Microsoft 365, M365, Windows, Active Directory, Citrix VDI, ServiceNow,