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
- 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.