Service Delivery Manager-Infrastructure

Overview

Manage delivery, performance, and lifecycle of regional IT infrastructure services.

Key Responsibilities

• infrastructure ops
• service monitoring
• capacity planning
• network reliability
• vendor management
• budget management

Tasks

The Service Delivery Manager – Infrastructure oversees the delivery, performance, and lifecycle management of infrastructure services across the local region, collaborating closely with global IT teams. This role ensures reliable, secure, and cost-effective operation of servers, storage, networks, and related systems. The manager provides technical and operational leadership, drives service improvements, oversees vendors, manages budgets, and ensures adherence to ITIL-based processes and global governance.Strong leadership, cross-functional coordination, and hands-on understanding of modern infrastructure technologies are required, with a focus on delivering stable, high-quality IT services to the business. -Act as primary escalation point for regional infrastructure and networking issues -Monitor service performance, produce service-level reports, drive continuous improvement -Oversee end-to-end delivery and performance of regional IT infrastructure services (servers, storage, networking, cloud, security) -Manage infrastructure operations: monitoring, maintenance, capacity planning, lifecycle management -Ensure adherence to cybersecurity, data privacy, and compliance requirements -Coordinate and prioritize infrastructure projects and operational workloads across local and global teams -Prepare and deliver operational and project updates, documentation, presentations to leadership -Ensure infrastructure projects are delivered on time, within scope, and within budget -Develop, manage, and optimize infrastructure budgets; propose annual capital and operational expenditures -Manage vendor relationships, contracts, support agreements to ensure quality service delivery -Ensure network reliability and performance, coordinate with global teams on design, maintenance, upgrades -Collaborate closely with global IT teams to align with architecture standards, roadmaps, governance models -Provide leadership for server and storage platforms (NetApp & Veeam experience highly beneficial) -Manage on-call expectations and provide direction during critical incidents

Requirements

• itil
• azure
• aws
• vmware
• veeam
• bachelor's

What You Bring

-Strong analytical and problem-solving abilities; focus on service quality and uptime -Strong organizational and communication skills; ability to translate technical issues into business-friendly language -Ability to prioritize tasks in a dynamic, fast-paced environment -Own core ITIL-based processes for the region (incident, problem, change, request, asset, service-level management) -ITIL certification required or strong ITIL process experience -5+ years of experience in IT infrastructure management or similar leadership role -Demonstrated leadership, team coordination, stakeholder management experience -Industry certifications (Azure/AWS, Network+ / CCNA, or similar) are a plus -Experience in shared services and global/virtual teams across time zones -Strong technical knowledge: servers, storage (NetApp preferred), networking, Microsoft Teams calling, cloud environments (Azure/AWS), Virtualization (VMware), Backups (Veeam \ Snap Mirror), IT operations -Bachelor’s Degree in Information Technology, Computer Science, or related field -20%+ travel expected, including some international travel

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Benefits

-Occasional weekends, off-hours work, and limited on-call availability required based on project and operational needs

About andritz

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