IT Infrastructure & Service Delivery Manager

Skypath; Greater London; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

A forward-thinking company is seeking an IT Infrastructure Engineer to enhance its technical support and IT systems. In this hybrid role, you will play a crucial part in maintaining resilient IT infrastructure, managing vendor relationships, and leading a dedicated support team. This position offers the opportunity to implement innovative strategies that improve service quality while collaborating with various departments to align IT capabilities with business objectives. If you are a motivated leader with a passion for technology and a knack for problem-solving, this role could be your next career milestone.

Qualifications

• Experience in managing core technical business implementations.
• Strong knowledge of IT systems including AWS and DNS hosting.

Responsibilities

• Maintain core IT infrastructure and provide effective technical support.
• Oversee IT service desk operations and ensure timely issue resolution.

Skills

IT General Management

Technical Support

AWS Support

DNS Hosting

Team Leadership

Stakeholder Management

Tools

Microsoft 365 Admin

Zoho Desk

Job description

Our client is an award-winning specialist travel company creating tailor-made holidays to selected destinations and is looking for an IT Infrastructure Engineer with expertise in maintaining IT & Data Communication system’s infrastructure and providing efficient and effective technical support. Hybrid role – ideally looking for someone to visit the office 2 days a week.

The Role:

• This role is vital in maintaining core IT and data Communication systems infrastructure and providing efficient and effective technical support services across the business.

• This will involve maintaining strong relationships with third-party suppliers and managing the IT support team to provide the business with modern, resilient IT Infrastructure. It will also involve implementing strategies and solutions to enhance service quality and performance across a range of systems.

Key Responsibilities

Technical Support:

• Ensure the IT infrastructure is efficient and resilient using a combination of 3rd party vendors and an in-house team.

• Act as an escalation point for technical issues, providing guidance and solutions to the team.

• Ensure the team is equipped with the necessary tools and knowledge to support various IT systems and applications.

• Identify training needs and areas for improvement within the business.

• Use knowledge to act as 2nd-line in-house support and assist as necessary with 1st-line technical support.

• In-depth troubleshooting, maintenance, and configuration of user support software

Continuous Improvement:

• Identify opportunities for process optimisation and implement solutions to improve efficiency and service quality.

• Develop and implement IT support strategies and plans that align with organisational goals.

Project Management:

• Assist with project work supporting the Head of Operational Excellence as required.

• Scoping out and planning technical projects, ensuring smooth integrations with existing architecture.

Service Desk Operations:

• Oversee the daily operations of the IT Zoho desk, ensuring timely and effective resolution of technical issues.

• Monitor workloads & ticketing to ensure that the business is supported within the agreed SLA.

• Develop and maintain standard operating procedures (SOPs) when processes change/update.

Stakeholder Collaboration & Reporting:

• Collaborate with other departments to understand IT needs and ensure support aligns with business objectives.

• Ensure that issues are escalated internally and externally and responded to promptly.

• Provide reports to the Head of Operational Excellence and discuss key insights.

• Communicate effectively with stakeholders at all levels, providing updates on service desk performance and key initiatives.

• Manage vendor relationships to ensure quality service delivery and support.

Additional experience required:

• Solid IT general management skills

• Strong knowledge working with a range of IT systems, including 365 Admin/software suites, DNS hosting & AWS support.

• Experience in working with key stakeholders to understand business drivers and relate them to IT capability.

• Demonstrable experience of managing a core technical business implementation.

• Strong Team Leader can motivate, train and mentor.

• Experience in managing third-party providers to ensure they are strategic and value-adding partners.

• An excellent communicator, capable of engaging others across varying levels across the business engaging in technology developments.

• Autonomy and self-discipline to prioritise workload and react to time-critical events and incidents