IM&T Service Delivery Technical Lead

Position Description

To lead and coordinate the effective delivery of IT services and operations in alignment with business needs, ensuring optimal performance, availability, and efficiency of IT systems and infrastructure. This role acts as a bridge between technical teams and service stakeholders, driving continuous service improvement and user satisfaction.

Core Activities

Oversee day-to-day IT operations and service delivery activities.

Ensure adherence to ITIL standards and best practices for incident, problem, and change management.

Monitor and report on SLAs, KPIs, and service quality metrics.

Act as the primary point of contact for IM&T service delivery matters.

Coordinate with vendors, managed service providers, and internal teams to resolve issues efficiently.

Maintain effective communication with business stakeholders to ensure expectations are met.

Identify trends, areas for improvement, and implement service enhancement strategies.

Lead initiatives for automation and operational efficiency within service delivery.

Provide leadership to technical support teams (network, infrastructure, helpdesk).

Escalate and resolve high-impact technical issues and service outages.

Contribute to the design and deployment of IT solutions that support business continuity.

Maintain accurate records of service operations, procedures, and incident logs.

Ensure compliance with security, privacy, and audit standards.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field.

ITIL v4 Foundation Certification is mandatory (Intermediate or Expert preferred).

6–10 years of progressive experience in IT service delivery or infrastructure management roles.

Proven track record of managing enterprise-level IT services and support environments.

Strong knowledge of IT service management (ITSM) frameworks and tools.

Excellent problem-solving, communication, and organizational skills.

Leadership and team management capabilities.

Experience with cloud platforms (e.g., Azure, AWS) and Microsoft services (O365, Active Directory).

Familiarity with cybersecurity protocols and business continuity practices.

PMP or PRINCE2 certification is preferred

Experience in digital transformation or IT strategy projects