Responsibilities
- Act as the primary focal point for support-related queries and issues across infrastructure cloud environments
- Review transition plans, milestones, and deliverables with clients and teams
- Ensure support tasks consistently meet agreed quality standards and service levels
- Conduct regular SLA and KPI reviews to align services with client expectations
- Escalate out-of-scope variations or critical issues to service delivery leadership
- Provide regular, transparent service delivery reports to clients
Infrastructure Cloud Solutions (Day 1 Focus – 50%)
- Lead infrastructure cloud solution initiatives including system upgrades and technology refresh projects
- Drive modernisation and transformation efforts in collaboration with technical teams
- Identify and implement opportunities to enhance infrastructure capabilities
- Support pre-sales activities in coordination with account managers
- Contribute to solution design and service improvement proposals
Operational Excellence (Day 2 Focus – 50%)
- Oversee health checks, application monitoring, and incident resolution
- Approve service requests, schedules, and risk mitigation plans
- Forecast and plan resource requirements for ongoing projects
- Monitor and report on project health status
- Liaise with partners, technical teams, and interfacing leaders to ensure smooth operations Team Leadership & Development Delegate and monitor tasks assigned to team members
- Provide coaching, leadership, and constructive performance feedback
- Enhance team performance through mentoring and capability building
- Foster a collaborative, high-performing team culture
Requirements
- Degree in Information Systems, Computer Science, or equivalent - 7–10 years of IT project management experience, with demonstrated expertise in infrastructure services
- Knowledge of process improvement methodologies and tools
Professional Certifications
- ITIL Foundation certification (required)
Preferred Attributes
- Strong leadership and mentoring abilities
- Positive, can-do attitude with excellent interpersonal skills
- Effective communication, presentation, and negotiation skills
- Creative and proactive approach to problem-solving
- Experience with infrastructure cloud platforms and technology refresh initiatives
