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.ResponsibilitiesManage team scheduling, shift rotas, on-call coverage and capacity planningTriage and prioritise incoming work, assign tickets and ensure SLA targets are metOwn major incident coordination including bridge calls, resolution drive and stakeholder communicationAct as primary escalation point for VIP and executive-level issues ensuring white-glove serviceEnsure ITIL process adherence across incident, problem, change and knowledge management in ServiceNowProduce and present monthly service reports covering incident trends, SLA compliance and team capacityLiaise with business stakeholders and third-party vendors, managing expectations and tracking performanceDrive continuous improvement through trend analysis, automation and shift-left initiativesMaintain quality of team knowledge output including runbooks, SOPs and known error recordsSupport audit activities and ensure compliance with regulatory requirementsRequirements5-7 years in IT support operations with 2-3 years in a team lead or coordinator role managing 8-15 staffITIL v3/v4 Foundation certified with strong process disciplineSolid understanding of M365, Windows endpoints, Active Directory and Citrix VDIExperience with ServiceNow for dashboards, workflows and SLA reportingStrong stakeholder management skills comfortable with senior executives and VIP usersExperience coordinating major incidents and producing post-incident reviewsExperience in financial services or regulated environmentsExcellent organisational skills and ability to remain calm under pressureExperience with team capacity planning and resource managementStrong communication and documentation skillsNice to haveITIL v4 Managing ProfessionalHDI Support Center Manager or Microsoft certificationsExperience with ServiceNow Performance Analytics, CMDB and service catalogue designFamiliarity with Power BI for operational dashboards and reportingExperience managing support through technology transitionsExposure to CSI programmes, Lean/Six Sigma or SIAM principlesExperience supporting regulatory audits, penetration testing or business continuity exercises
Microsoft 365, M365, Windows, Active Directory, Citrix VDI, ServiceNow,