IT Infrastructure & Service Delivery Manager

Penguin Solutions; East Kilbride; On-site; GBP 51,000 - 60,000; Full time

Job summary

Penguin Solutions is seeking an IT Infrastructure & Service Delivery Manager to ensure the effective delivery of IT services. Responsibilities include managing the service desk, overseeing IT operations, and ensuring compliance with industry standards. The role requires strong project management and IT infrastructure knowledge, with a focus on continuous improvement and customer service excellence.

Qualifications

• Minimum 7 years in IT operations, with 3 years in leadership role.
• Strong experience managing ITIL-driven service delivery.
• Proven ability in project delivery and management.

Responsibilities

• Managing IT service desk operations and ensuring service excellence.
• Providing strategic leadership to IT teams across multiple time zones.
• Overseeing IT projects related to system upgrades and enhancements.

Skills

Project Management

Stakeholder Management

ITIL Practices

Problem Solving

Customer Service

Data Interpretation

Service Management Platforms

Education

ITIL v4 Managing Professional certification

Prince2 or PMP certification

Relevant vendor certifications (e.g., Microsoft)

Tools

Microsoft 365

Azure

ServiceNow

Job description

IT Infrastructure & Service Delivery Manager

IT Infrastructure & Service Delivery Manager

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Every day at Penguin Solutions, we power growth and expand possibilities. We come from a broad collection of experiences and diverse backgrounds, but we’re united by a drive to raise the bar for the impactful technologies we design and manufacture, our customers, and each other. With an open and inclusive culture, we help one another think creatively and look beyond – because when we’re each at our best, we’re even more powerful together.

Penguin Soluitons is seeking an experienced IT Infrastructure & Service Delivery Manager to join our team. This role involves managing and coordinating the delivery of IT services to ensure they meet the needs of our business. This will require communication, coordination and collaboration with various IT service owners (network, applications, information security, etc.). The ideal candidate will have a strong understanding of IT infrastructure, excellent project management skills, and a passion for delivering top-notch customer service.

Responsibilities

• Managing the day-to-day operations of the enterprise service desk.
• Coordinating and managing global employees that may work in various time zones.
• Providing strategic leadership to your IT Team, ensuring smooth and efficient day-to-day IT services, fostering a culture of continuous improvement, accountability, service excellence/ & enhancing our service wherever possible.
• Ensuring our IT service management processes aligned with ITIL best practices, including incident, problem, change, and asset management
• Standardizing our IT operations to ensure consistency, efficiency, and compliance, driving forward ITIL service delivery across the group, ensuring best practices are embedded in our daily operations
• Ensuring our IT services meet the highest availability, performance, and security standards to support our business objectives.
• Ensure that IT services comply with all relevant laws, regulations, and company policies.
• Working closely with security & compliance teams to manage risks and ensure compliance with industry regulations, including overseeing disaster recovery and business continuity planning.
• Establishing and maintaining effective monitoring, reporting, and KPI tracking for our IT operations & ITIL processes.
• Overseeing IT projects related to system upgrades, infrastructure enhancements, and service improvements; ensuring project timelines, and objectives are met while maintaining minimal disruption to our business operations
• Proactively collaborating with departments and colleagues across our businesses to align IT priorities with overall business priorities.
• Maintain strong relationships with vendors and service providers to ensure that services are delivered in accordance with the agreed terms and conditions.
• Supporting strategic IT planning, budgeting, and investment in technology solutions.
• This role may require additional duties and/or assignments as designated by management.

Qualifications

• Minimum 7 years’ experience in IT operations, with at least 3 years in an IT operations leadership role, managing ITIL-driven service delivery with a fantastic track record of managing IT teams, projects, and vendors in a multi-site environment
• Hold ITIL v4 Managing Professional (MP) or ITIL v4 Foundation, as a minimum; Prince2, PMP, or other project management certifications would be beneficial, as would the relevant vendor certifications (e.g., Microsoft).
• Proven ability in project delivery and management.
• Strong stakeholder management abilities enabling building and maintaining productive working relationships, aligning expectations, fostering collaboration, and ensuring seamless engagement with key stakeholders at all levels
• Strong communications & customer service skills; able to liaise effectively between IT teams, business users and VIP/C-Level Executives.
• Managing multiple priorities in a fast-paced environment is second nature to you and you approach this with an analytical, problem-solving mindset.
• Ability to understand and interpret data and metrics to evaluate service desk performance, identify trends and issues, and develop improvement plans.
• Strong problem-solving skills.
• Proven understanding of enterprise networking, servers, cloud technologies, and information security, and experienced service ownership of IT service management platforms (e.g., ServiceNow, Fresh service).
• Familiar with Microsoft 365, Azure, and other cloud services, a sound knowledge of virtualization, storage, backup solutions, and business continuity planning.
• Leadership and people management skills are well honed, and inspire, guide, and develop teams, all the while fostering a warm, positive and productive work environment.
• Highly motivated and possessing an immense sense of pride in your work; passionate about delivering high standards. Have a positive “can do” attitude to solving problems in a professional and courteous manner
• A strong team player with great communication skills and an enthusiastic approach; you're well organized and punctual
• Be part of a team that works hard, supports each other and above all have fun along the way while still being hands on.

Location

East Kilbride Scotland, UK

Travel

Occasional international & domestic travel may be required but limited to less than 10%.

Compensation

The base salary range anticipated for this position in Scotland, UK is £51,000 - £60,000.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Semiconductor Manufacturing

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