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The Infrastructure Service Delivery Manager (ISDM) is responsible for end-to-end service delivery of infrastructure services, with a strong focus on service transitions from incumbent providers or internal teams into steady-state managed services.
The role ensures seamless transitions, operational stability, SLA compliance, and customer satisfaction for UK-based customers.
Key Responsibilities
1. Infrastructure Service Transition Leadership
Lead and manage end-to-end infrastructure service transitions, including:
- Transition planning and mobilization
- Knowledge capture and transfer (KT)
- People, process, and tool onboarding
- Ensure smooth transition from :Incumbent vendors
- Captive IT teams
- Project or transformation teams into BAU operations
- Own transition governance, milestones, risks, and exit criteria.
- Own day-to-day delivery of infrastructure services post-transition.
- Act as the primary customer-facing delivery owner.
- Ensure SLA, KPI, and experience targets are consistently met or exceeded.
- Data Centre & Hosting (on-prem / co-lo / hybrid)
- Cloud Services (Azure / AWS / GCP – as applicable)
- Network & Connectivity (LAN/WAN/SD-WAN)
- End User Computing & Workplace Services
- Identity, Access & Infrastructure Security
- Backup, DR, and Business Continuity
- Implement and operate ITIL-aligned service management processes:
- Incident, Problem, Change
- Service Request and Knowledge Management
- Conduct service reviews, operational calls, and governance meetings.
- Drive continual service improvement (CSI) initiatives post-transition.
- Define Transition to Operate (TTO) criteria and success metrics.
- Manage hypercare and stabilization periods.
- Ensure operational readiness before transition sign-off.
- Reduce early-life support risk and post-transition incidents.
- Identify and manage transition and operational risks.
- Coordinate across internal teams, vendors, and third parties.
- Maintain clear communication with customer stakeholders and executives.
- Support transition commercials, change requests, and service readiness costs.
- Track delivery costs, transitions budgets, and service efficiency.
- Support renewals, scope extensions, and service improvements.
- Lead service delivery managers, transition managers, and operations leads.
- Ensure resources are skilled, onboarded, and operationally ready.
- Promote a customer-focused and accountability-driven culture.
- Proven experience managing infrastructure service transitions in the UK
- Strong background in managed services delivery
- Hands-on ownership of service readiness and operational handover
- Experience working with UK enterprise or regulated customers
- Data Centre, Cloud, Network, Workplace, Security
- Familiarity with cloud platforms (Azure preferred)
- Experience with service management tools and service reporting
- Strong understanding of operational SLAs and service KPIs
- ITIL v3 / ITIL 4 (Managing Professional preferred)
- PMP / PRINCE2 Practitioner
- Service Transition or PMO certification (MSP / MoP)
- Experience with SIAM or multi-vendor environments