Service Delivery Manager

Role & responsibilities

JOB DESCRIPTION

• Flexible to work in USA CST hours as required.
• 15+ years of relevant IT Infrastructure project/program management experience.
• 8+ years managing Infrastructure Transition / Transformation programs.
• Experienced leader accountable for coordinating interconnected projects and achieving strategic program outcomes.

KEY RESPONSIBILITIES

• Define program strategy, governance, roadmap, execution model, and measurable outcomes.
• Integrate projects and workstreams against agreed scope, schedule, budget, quality, and benefits.
• Coordinate cross-project dependencies, priorities, resources, vendors, and stakeholders.
• Lead and evaluate project managers and delivery teams.
• Own program-level change, risk, financial, resource, and performance management.
• Resolve escalated or higher-scope issues and support executive decision-making.
• Assess program performance, maximize ROI, and report to Program Directors and senior leadership.

SKILLSETS

• Proven IT Infrastructure program leadership and transition/transformation experience.
• Advanced program governance, portfolio integration, financial management, change management, and benefits realization.
• Outstanding leadership, organizational, problem-solving, negotiation, and executive communication skills.
• Strong knowledge of MS Project, Smartsheet, Jira, and Microsoft Office.
• Bachelor degree required; postgraduate management qualification preferred.
• PMP required; SAFe, PMI-ACP, or Scrum Master certification preferred

Preferred candidate profile