In order to be considered the following is required: Matric (essential) Degree in Information Technology (advantageous) IT Security and Infrastructure experience Formal qualifications in ITIL or ITSM A+, N+, Security related certification Knowledge of ITIL frameworks, service management principles and industry best practices Proven experience as a Service Delivery Manager, preferably a minimum of 5 years, responsible for drafting. negotiating and agreeing SLAs/OLAs, ensure adherence of Infrastructure teams to SLAs / OLAs Proven experience of managing service delivery and SLAs for internal teams delivering to internal business units and managing vendors service delivery and SLAs in a complex and distributed environment Proven experience to foster strong relationships within the Groups IT, Shared Services, Business Clusters and vendor space to ensure proactive identification and remediation of any service issues Extensive experience in utilising ITSM tools and best practices to apply them for optimal service delivery Must be professional, well-spoken and professionally presented Strong negotiation skills Responsibilities Ensures that all infrastructure-related services, including networks, servers, storage, cloud environments and enterprise systems, are reliable, secure, and aligned with business needs Involves vendor management, stakeholder engagement, service-level compliance, and strategic IT planning to drive operational excellence Oversee the day-to-day operations of IT infrastructure services, ensuring optimal performance and availability. Ensure adherence to Service Level Agreements (SLAs) and (OLAs) and industry best practices Update and implement SLAs and OLAs where they are insufficient or missing Lead incident, problem and change management related to infrastructure services when assigned Work with Head of Infrastructure and business stakeholders to ensure infrastructure services align with organizational goals Manage contracts and relationships with third-party service providers, ensuring quality service delivery Negotiate vendor agreements and ensure compliance with cost‑effective procurement strategies alongside Deputy CEO and Head of Infrastructure Ensure transparent communication of IT service‑related updates and improvements Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application. #J-18808-Ljbffr