Senior Service Delivery Manager

Job Summary

We are seeking a Senior Service Delivery Manager to lead the delivery of medium-scale infrastructure cloud solutions and maintenance projects. This role balances strategic Day 1 transformation initiatives (50%) with operational Day 2 support excellence (50%), focusing on infrastructure cloud solutions including system upgrades and technology refresh projects. You will ensure seamless service delivery aligned with customer requirements and service level agreements while driving continuous improvement and business growth.

What You'll Do

Service Delivery & Customer Management

• Act as the primary focal point for support-related queries and issues across infrastructure cloud environments

• Review transition plans, milestones, and deliverables with clients and teams

• Ensure support tasks consistently meet agreed quality standards and service levels

• Conduct regular SLA and KPI reviews to align services with client expectations

• Escalate out-of-scope variations or critical issues to service delivery leadership

• Provide regular, transparent service delivery reports to clients

Infrastructure Cloud Solutions (Day 1 Focus – 50%)

• Lead infrastructure cloud solution initiatives including system upgrades and technology refresh projects

• Drive modernisation and transformation efforts in collaboration with technical teams

• Identify and implement opportunities to enhance infrastructure capabilities

• Support pre-sales activities in coordination with account managers

• Contribute to solution design and service improvement proposals

Operational Excellence (Day 2 Focus – 50%)

• Oversee health checks, application monitoring, and incident resolution

• Approve service requests, schedules, and risk mitigation plans

• Forecast and plan resource requirements for ongoing projects

• Monitor and report on project health status

• Liaise with partners, technical teams, and interfacing leaders to ensure smooth operations

Team Leadership & Development

• Delegate and monitor tasks assigned to team members

• Provide coaching, leadership, and constructive performance feedback

• Enhance team performance through mentoring and capability building

• Foster a collaborative, high-performing team culture

Essential Qualifications

• Degree in Information Systems, Computer Science, or equivalent

• 7–10 years of IT project management experience, with demonstrated expertise in infrastructure services

• Knowledge of process improvement methodologies and tools

• Proficiency in English, both written and spoken

Professional Certifications

• ITIL Foundation certification (required)

Preferred Attributes

• Strong leadership and mentoring abilities

• Positive, can-do attitude with excellent interpersonal skills

• Effective communication, presentation, and negotiation skills

• Creative and proactive approach to problem-solving

• Experience with infrastructure cloud platforms and technology refresh initiatives

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.

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