Technical Service Delivery Manager
Posted Updated
Summary
Leads end-to-end delivery of IT services for critical enterprise infrastructure: running the NOC and production support teams, driving root cause analysis, enforcing SLAs, and serving as escalation point for major incidents. Core stack includes ServiceNow, monitoring/observability tools, WebSphere/Tomcat/IIS middleware, F5 load balancers, and Windows/Linux servers.
Summary
The Technical Service Delivery Manager serves as a pivotal leader within the IT Services sector, overseeing the end-to-end delivery of complex technical solutions. This role is dedicated to ensuring operational excellence and the seamless execution of service agreements for critical infrastructure. The position demands a strategic vision to align technical support functions with broader business objectives, guaranteeing high availability and performance for enterprise systems. By fostering collaboration between technical teams and stakeholders, this leader drives continuous improvement in service quality, directly impacting client satisfaction and organizational reliability.
Responsibilities
- Direct and manage the daily operations of the Network Operations Center (NOC) and production support activities to ensure system stability.
- Lead comprehensive Root Cause Analysis (RCA) initiatives to identify underlying issues and implement permanent corrective actions.
- Oversee the management and adherence to Service Level Agreements (SLAs), ensuring all performance targets are met consistently.
- Utilize ServiceNow and advanced monitoring tools to maintain robust observability and proactive incident detection across the infrastructure.
- Coordinate the deployment and maintenance of middleware environments, including WebSphere, Tomcat, and IIS, alongside load balancer configurations.
- Establish and refine networking fundamentals and server administration protocols for both Windows and Linux environments.
- Serve as the primary escalation point for critical technical incidents, guiding the team through resolution processes.
Requirements
Requirements:
- Possess a minimum of 14 years of professional experience within the IT Services domain, with a focus on technical delivery.
- Demonstrate deep expertise in managing Windows and Linux server infrastructures.
- Exhibit strong proficiency in networking fundamentals and the configuration of F5 load balancers.
- Show hands-on experience with middleware platforms such as WebSphere, Tomcat, and IIS.
- Be well-versed in utilizing monitoring and observability tools to track system health and performance.
- Have a proven track record of managing ServiceNow implementations and workflows.
- Display advanced analytical skills for conducting thorough Root Cause Analysis on complex system failures.
- Maintain a solid understanding of SLA management principles and the ability to enforce compliance.
- Possess the capability to lead NOC operations and production support teams effectively.