IT Infrastructure & Service Delivery Manager

Eden Scott; Glasgow; On-site; GBP 50,000 - 60,000; Full time

Job summary

A leading company in IT services is seeking an IT Infrastructure & Service Delivery Manager to oversee a global IT support function. In this role, you will manage a shift-based team, focusing on service excellence and team development while ensuring robust service delivery aligned with ITIL standards. This position offers a unique opportunity to shape the future of global IT operations in a dynamic environment.

Qualifications

• 3+ years in IT leadership within a global or multi-site environment.
• Hands-on ITIL implementation experience.
• Strong infrastructure knowledge including M365, Azure, AD.

Responsibilities

• Lead a global IT service desk team and manage shift-based operations.
• Coach and develop junior IT staff's technical skills and career growth.
• Drive IT projects from scoping to delivery.

Skills

Leadership

Coaching

Service Excellence

Stakeholder Management

Project Delivery

Education

ITIL v4 Foundation certification

PMP/Prince2 certification

Tools

ServiceNow

Job description

IT Infrastructure & Service Delivery Manager

On-site | £50,000-60,000 + bonus & benefits

Are you a hands-on IT leader with a passion for service excellence and team development? Ready to lead global operations, coach early-career talent, and drive ITIL-aligned service delivery in a fast-paced environment?

Excellent opportunity for an experienced IT Infrastructure & Service Delivery Manager to lead a global IT support function.

You'll manage a shift-based team, provide skills development/ support of team, and ensure seamless service across time zones, all while staying close to the tech.

What You'll Do:

• Lead a global IT service desk team


• Coach and develop junior IT staff - technical skills, customer service, and career growth.


• Troubleshoot across M365, Teams, SharePoint, Azure AD, MFA, networks, and desktop support.


• Build and embed ITIL-aligned processes using ITSM tools (ServiceNow experience a plus).


• Report on service metrics: ticket SLAs, customer satisfaction, and process performance.


• Drive IT projects - from scoping to delivery - using influence and cross-team collaboration.


• Be a visible leader across shifts, ensuring face time and support for all team members.

What You'll Bring:

• 3+ years in IT leadership within a global or multi-site environment.


• Strong infrastructure knowledge: M365, Azure, AD, networks, desktop support.


• Experience coaching junior staff and managing shift-based teams.


• Hands-on ITIL implementation experience (not just certification).


• Strong reporting, stakeholder management, and project delivery skills.


• ITIL v4 Foundation required; PMP/Prince2 and ServiceNow experience are bonuses.

Why this role?

This is more than a management role, it's a chance to shape the future of global IT operations. You'll join a forward-thinking team that values agility, empowerment, and technical excellence.