service delivery lead

Profile Summary for SDL Role A – Windows, VMware and Active Directory

Experienced Service Delivery Lead with a proven track record in managing and delivering robust on-premises infrastructure services. Demonstrates expertise in Windows Server administration, VMware virtualization, and Active Directory management. Adept at leading teams in high-pressure environments, ensuring SLAs and KPIs are consistently met or exceeded. Skilled in incident and escalation management, vendor coordination, and delivering exceptional customer and stakeholder satisfaction.

Key Skills & Experience:

- Service Delivery Leadership: 5+ years leading IT service delivery teams, driving operational excellence and continuous improvement initiatives.
- Windows Infrastructure: Advanced knowledge of Windows Server (2012/2016/2019), patch management, and server hardening best practices.
- VMware Virtualization: Extensive experience with VMware vSphere, ESXi, vCenter administration, VM provisioning, and resource optimization.
- Active Directory: Deep understanding of Active Directory, Group Policy, DNS, DHCP, and identity/access management solutions.
- SLA & KPI Management: Proficient in defining, monitoring, and achieving SLAs and KPIs; strong focus on service quality and compliance.
- Incident & Escalation Management: Effective at handling major incidents, root cause analysis, and timely resolution of escalated issues.
- Vendor Management: Experience negotiating contracts, managing performance, and ensuring alignment with business needs.
- Stakeholder Engagement: Strong communication and relationship-building skills with customers, internal teams, and external partners.

Responsibilities:

- Lead daily operations for Windows, VMware, and AD infrastructure, ensuring high availability and reliability.
- Monitor and report on SLA/KPI compliance; implement corrective actions as needed.
- Manage escalations, coordinate incident response, and drive resolution of complex technical issues.
- Liaise with vendors for hardware/software procurement, support, and contract negotiations.
- Engage with customers and stakeholders to understand requirements and deliver tailored solutions.
- Mentor and develop team members, fostering a culture of service excellence.