IT Service Delivery Manager

About The Role The IT Service Delivery Manager ensures efficient, secure, and scalable delivery of IT services across the organization. Acting as the single front door for IT services, this role manages service operations, infrastructure, cloud environments, and change processes, while driving automation and continuous improvement.

Service Delivery & Operations

• Own the end-to-end IT service delivery lifecycle, including incident, problem, change, and request management.
• Maintain and improve ITIL-based processes for service management.
• Ensure SLAs and OLAs are met across all IT services.
• Act as escalation point for major incidents and coordinate resolution.

Cloud & Infrastructure Management

• Oversee hybrid infrastructure (on-prem and cloud) operations and optimization.
• Ensure cloud security posture assessments are conducted regularly.
• Manage SaaS integrations and lifecycle, including vendor relationships.

Governance & Compliance

• Implement and maintain IT governance frameworks aligned with SOC2 Type II and ISO27001.
• Ensure compliance with data protection regulations and internal security policies.
• Maintain accurate documentation for audits and certifications.

Project & Change Management

• Plan and deliver IT projects, ensuring alignment with enterprise architecture and API integration strategy.
• Coordinate with DevOps and Cyber teams for seamless deployments and security controls.
• Drive automation and efficiency improvements in service delivery.

CI/CD Ownership

• Own and manage the Continuous Integration/Continuous Deployment (CI/CD) pipeline as part of change management.
• Ensure all releases follow controlled, auditable processes aligned with ITIL and security standards.
• Collaborate with Development Operations to integrate automated testing and release management.
• Monitor and optimize CI/CD performance to reduce deployment errors and downtime.

Requirements Gathering for Service Definition

• Lead requirements gathering for new and existing IT services to ensure clarity, scalability, and alignment with business needs.
• Define service catalog entries, including SLAs, OLAs, and support models.
• Engage stakeholders to capture functional and non-functional requirements for service onboarding.
• Document service definitions and maintain them within the ITSM platform.
• Ensure service definitions align with enterprise architecture and compliance standards.

Stakeholder Engagement

• Act as the primary liaison between IT and business units for service-related matters.
• Provide regular reporting on service performance, risks, and improvement plans.
• Support onboarding processes for new tools and capabilities.

Team Leadership

• Lead and mentor IT support and infrastructure teams.
• Foster a culture of continuous improvement and customer-centric service.

About You We are looking for someone who has strong change management experience as well as managing complex technical environments.

• Strong knowledge of ITIL, service management, and governance frameworks.
• Experience in cloud platforms (Azure, AWS, Google) and SaaS lifecycle management.
• Familiarity with SOC2, ISO27001, and regulatory compliance.
• Hands-on experience with CI/CD tools (Azure DevOps, Jenkins, GitHub Actions).
• Excellent stakeholder management and communication skills.
• Leadership experience in IT operations and infrastructure teams.

SFIA 9 Skills Mapping Table

Responsibility Area

SFIA Skills & Level

Service Delivery & Operations

ITOP L5, ITSM L5, SLMO L5

Cloud & Infrastructure Management

INDA L5, CLOU L5, SCTY L5

Governance & Compliance

GOVN L5, AUDT L5, RSCH L4

Project & Change Management

PRMG L5, CHMG L5, METL L4

CI/CD Ownership

RELM L5, SWDN L4, TEST L4

Requirements Gathering

REQM L5, BUAN L5, DESN L4

Stakeholder Engagement

RLMT L5, CNSL L5, COMS L5

At Indigo, you'll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ+ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90+ countries, we specialize in cutting-edge technologies like Fixed Line, 5G, Edge DC, and Subsea. Recognized as one of the UK's top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 30 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the 'Investors in People' Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us. At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we've partnered with some of the world's leading network carriers and hyperscalers, with a diverse talent pool we celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company's support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.