Senior IT Service Delivery Manager; Infrastructure & Operations

After 29 years in business, we are now presenting ourselves with a refreshed and more innovative brand. Our aim is to put the latest technology at the service of sustainability and people’s wellbeing, which is one of our key strategic pillars. With a large team and operations in more than five countries, we focus our services on IT and Information Systems with the aim of driving our clients’ growth and technological transformation.

We are currently expanding our teams, and you could be part of them.

• Team Leadership: Manage performance and provide strategic direction for a distributed team of ~70 IT professionals.
• Structure & Resources: Establish organizational structures, succession planning, and resource allocation across all locations.
• Escalation Authority: Serve as the ultimate command authority for high-severity infrastructure incidents.

• Platform Ownership: Act as the executive business owner for the Open Text SMAX platform.
• Workflow Optimization: Use SMAX analytics and machine learning to optimize Incident, Problem, Asset, and Change management.
• KPI Dashboards: Design and present executive SMAX dashboards tracking SLA compliance and operational bottlenecks.

• Lifecycle Oversight: Oversee the reliability, capacity, and lifecycle of all enterprise servers and hybrid storage arrays.
• Connectivity Management: Guarantee robust multi-site data connectivity across LAN, wireless, and edge configurations.
• Disaster Recovery: Architect and regularly test comprehensive cross-site disaster recovery and continuity plans.

• Inventory Control: Govern project warehouses, ensuring strict inventory controls for thousands of hardware units.
• Logistics Optimization: Optimize staging and deployment logistics to keep field technicians equipped with hardware reserves.
• Asset Lifecycle Audits: Audit the full asset lifecycle from acquisition and deployment to data sanitization and disposal.

• Security Hygiene: Enforce rigorous operational security hygiene across all distributed systems and network hardware.
• Physical & IAM Security: Supervise physical access controls, CCTV systems, and local IAM protocols at all sites.

(

Note:

Core cybersecurity strategy and threat hunting are managed by a separate division).

• Experience: 10+ years of progressive IT experience, with 5+ years in senior leadership managing large-scale operations.
• Team Scale: Proven track record of managing large technical teams (50+ personnel) across multiple physical environments.
• Platform Expertise: Hands-on experience administering or leading operations powered by Open Text SMAX.
• Education: Bachelor’s degree in Computer Science, Information Systems, or related field (Master's preferred).

• ITIL v4 Managing Professional / Strategic Leader (or ITIL v3 Expert)
• Advanced infrastructure credentials (e.g., CCNP, Microsoft Enterprise Administrator, or equivalent)

• Executive Communication: Master-level skills to translate complex infrastructure challenges into business outcomes.
• Crisis Management: Exceptional capabilities and a calm, analytical approach to resolving major system outages.
• Operational Acumen: Strong financial and operational acumen to optimize resources, vendor relations, and hardware life cycles.

• Flexible hours;
• Training to develop your soft and hard skills;
• Personal and professional life balance program;