IT Operations & Service Delivery Manager

The IT Operations & Service Delivery Manager will be responsible for overseeing the efficient delivery of IT services across a large multi-site organisation operating within a hybrid cloud environment, with a strategic move towards full public cloud adoption.

The role will ensure high availability, performance, and reliability of core technologies including Microsoft 365, Azure, Hyper-V virtualization, Meraki networking solutions and office-based user experience solutions. This position will maintain operational excellence, driving continuous improvement in service delivery, incident management, change control and stakeholder engagement, ensuring IT services align with business needs and strategic goals.

Key Responsibilities:

• Lead and manage IT operations teams to ensure effective service delivery across all sites.
• Oversee the management and performance of Microsoft 365, Azure services, Hyper-V environments, Meraki networking infrastructure & office-based user experience solutions such as audio-visual systems and end user devices.
• Ensure operational stability and reliability of hybrid cloud infrastructure with a roadmap towards public cloud adoption.
• Develop and maintain IT service management processes including incident, problem, and change management aligned with ITIL best practices.
• Monitor service performance and ensure SLAs and KPIs are met or exceeded with constant review to ensure set metrics are relevant to business needs.
• Manage vendor relationships and ensure third-party services meet contractual and performance expectations bringing in internal business stakeholders into reviews in ensure stakeholder engagement from subject matter experts is aligned with what the supplier provides.
• Collaborate with stakeholders to ensure IT services support business objectives and operational needs.
• Implement and oversee service improvement plans to continually enhance user experience and service quality.
• Ensure robust disaster recovery and business continuity practices for IT operations.
• Work closely with GRC teams to ensure operations align with privacy and information security policies and compliance requirements.
• Coordinate and support technology upgrades, patching cycles, and infrastructure optimisation activities.
• Ensure documentation and operational runbooks are maintained and up to date across all managed technologies.
• Provide leadership and mentoring to technical support and infrastructure teams, fostering a culture of high performance and accountability.

Requirements:

• Proven experience in IT operations and service delivery management in a multi-site environment.
• Understanding of Microsoft 365, Azure, Hyper-V virtualization, and Meraki networking.
• The ability to have conversations across many levels specifically translating engineering concepts to business language.
• Experience managing services in a hybrid cloud environment and supporting cloud migration initiatives.
• ITIL certification or strong understanding of ITIL service management frameworks.
• Excellent leadership, stakeholder management, and communication skills.
• Experience with performance monitoring, service reporting, and driving continuous improvement.
• Strong problem-solving and organisational skills with a focus on operational excellence.
• Relevant technical exposures in Microsoft Azure, M365, or networking technologies (e.g., Meraki) are advantageous however IT Service management qualifications and relevant experience is the priority.

FDM is an award-winning global business and technology consultancy powering the people behind tech and innovation for over 30 years. We collaborate with world-leading companies to identify the expertise they need, exactly when they need it. We have helped successfully launch nearly 25,000 careers globally to date and are a trusted partner to over 300 companies worldwide. 

FDM has 2500+ employees worldwide, with over 80 nationalities working together as a team. From our origins in Brighton, UK, FDM now has 19 centers located across North America, Europe and Asia-Pacific and is now on the FTSE4Good Index. 

Dedicated to Diversity, Equity and Inclusion  

FDM Group’s mission is to make tech and business careers accessible for everyone. Our diverse team of 80+ nationalities thrive on differences, fuels innovation through varied experiences, and celebrates shared successes. As an Equal Opportunity Employer that is listed on the FTSE4Good Index, FDM ensures every qualified applicant, regardless of race, color, religion, sex, sexual orientation, national origin, age, disability or any other status protected by federal or provincial law, gets the chance they deserve.