Service Delivery Director - Command Centre

Responsibilities:

• Service Delivery Leadership: Oversee the end-to-end delivery of cloud and hybrid infrastructure services, ensuring adherence to SLAs, operational excellence, and customer satisfaction within the Government Shared Services Center framework.
• Technical Expertise & Strategy: Provide strategic and technical leadership across cloud platforms, network infrastructure, on-premises server and storage environments, databases, and comprehensive monitoring solutions. Stay abreast of emerging technologies and industry best practices.
• Government Stakeholder Management: Cultivate and maintain strong, collaborative relationships with key stakeholders within the Government Shared Services Center(s), understanding their unique needs and ensuring service alignment.
• Team Leadership & Development: Build, mentor, and lead high-performing service delivery teams, fostering a culture of accountability, collaboration, and continuous learning.
• Operational Excellence: Establish and optimize service delivery processes, implement ITIL or other relevant frameworks, and drive automation to improve efficiency and service quality.
• Incident & Problem Management: Lead the response to critical incidents, ensuring timely resolution and effective communication. Drive root cause analysis and implement preventative measures.
• Change Management: Oversee the planning and execution of infrastructure changes, ensuring minimal disruption and adherence to governance policies.
• Security & Compliance: Ensure that all service delivery activities comply with relevant government regulations, security policies, and best practices. Collaborate with security teams to maintain a robust security posture.
• Performance Monitoring & Reporting: Define and track key performance indicators (KPIs) and service level agreements (SLAs). Provide regular performance reports to stakeholders and drive data-driven service improvements.
• Budget & Resource Management: Manage service delivery budgets effectively, optimize resource allocation, and ensure cost-efficiency.
• Vendor Management: Manage relationships with relevant technology vendors, ensuring service quality and adherence to contracts.
• Disaster Recovery & Business Continuity: Oversee the development, testing, and maintenance of disaster recovery and business continuity plans for the infrastructure services.

Requirements:

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.
• Extensive experience (typically 10+ years) in IT service delivery, with a significant focus on cloud and hybrid infrastructure environments.
• Proven experience (5+ years) in a leadership role managing service delivery teams.
• Strong understanding of ITIL framework and its application in service delivery.
• Significant experience in operating within or delivering services to Government Shared Services Centers, including understanding the specific governance, security, and compliance requirements.
• Excellent leadership, communication (written and verbal), interpersonal, and stakeholder management skills.
• Proven ability to build and lead high-performing teams in a complex and demanding environment.
• Strong problem-solving, analytical, and decision-making abilities.
• Experience managing budgets and resources effectively.

Deep technical understanding of:

• Cloud platforms (e.g., AWS, Azure, GCP) and their core services.
• Hybrid infrastructure architectures and management.
• Network infrastructure (LAN, WAN, firewalls, load balancers).
• On-premises server and storage technologies.
• Database technologies (e.g., SQL Server, Oracle, PostgreSQL, NoSQL).
• Comprehensive monitoring platforms (e.g., cloud-native tools like CloudWatch, Azure Monitor, as well as third-party tools like Dynatrace, Datadog, Prometheus, Grafana).
• Security principles and best practices in cloud and hybrid environments.

Preferred Qualifications:

• ITIL certifications (e.g., ITIL Expert, ITIL Managing Professional).
• Cloud certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert).
• Security certifications (e.g., CISSP, CISM).
• Experience with automation and Infrastructure-as-Code (IaC) tools.
• Familiarity with relevant government regulations and compliance standards (e.g., IM8).