Service Delivery & IT Operations Manager

About this role

Title:
Service Delivery & IT Operations Manager

Location:
Remote

Employment Type:
Contract

Status:
Accepting Candidates

About the Role

Join a technical operations team supporting a large-scale enterprise environment. This role provides leadership across
IT Operations
,
Help Desk
, and
Network Operations
, ensuring reliable service delivery,
SLA
compliance, and operational excellence.

Key Responsibilities

- Lead
IT Operations
, overseeing
Help Desk
, hosting, and network operations.
- Manage
SLAs
,
performance monitoring
, reporting, and continuous process improvements.
- Direct incident response and ensure timely resolution of hardware, software, and network issues.
- Oversee network infrastructure including
LAN/WAN
,
routers
,
switches
,
firewalls
, and
load balancers
.
- Coordinate infrastructure, application, and security teams to maintain system availability and operational stability.
- Develop operational procedures and ensure compliance with security and operational requirements.

Qualifications

- 7+ years
of
IT Operations
experience, including
4+ years
leading technical teams.
- 5+ years
managing
SLAs
, performance monitoring, and operational reporting.
- Experience managing
Help Desk / Service Desk
operations and technical support teams.
- Working knowledge of
network infrastructure
, including
routers
,
switches
,
firewalls
, and
load balancers
.
- Bachelor's degree in
Management Information Systems, Computer Science, Engineering, IT, Networking
, or a related technical field.
- ITIL v4
,
CCNA
,
CCNP
, or
CCIE
certifications are preferred.