eJAmerica - Global Delivery Operations Manager - IT Infrastructure

Description:

- Ensure high availability, stability, and performance of IT services with effective incident, problem, and change management.

- Develop, implement, and continuously improve global Standard Operating Procedures (SOPs) and delivery frameworks.

- Monitor, analyze, and report Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to stakeholders.

- Manage global delivery teams; provide leadership, mentoring, training, and performance management.

- Act as the primary escalation point for critical operational issues and ensure timely resolution.

- Collaborate with cross-functional teams (Network, Server, Cloud, Security, Data Center, etc.) to ensure seamless service delivery.

- Drive operational efficiency, automation, and continuous improvement initiatives across delivery operations.

Project & Transition Management:

- Ensure projects are delivered on time, within scope, and within budget across multiple geographies.

- Define project governance models, delivery milestones, risk management, and resource planning.

- Engage with clients, internal stakeholders, and senior leadership on delivery status, risks, and strategic initiatives.

- Facilitate global governance forums including kick-off meetings, weekly reviews, and post-implementation assessments.

- Ensure complete and accurate documentation for audits, compliance, and operational readiness.

Qualifications & Experience:

- Bachelors degree in Information Technology, Computer Science, or a related field (Masters preferred).

- 8-12 years of experience in IT Infrastructure Operations and Global Service Delivery roles.

- Minimum 3-5 years of experience in a leadership or managerial role managing global or multi-region teams.

- Proven experience in managing IT production support and delivering global Managed Services engagements.

- Strong understanding of ITIL processes, production support models, and Data Center (DC) operations.

- Hands-on experience with project management methodologies (Agile, Scrum, Waterfall) and tools such as MS Project, JIRA, and ServiceNow.

- PMP / PRINCE2 / ITIL certifications are highly desirable.

- Willingness to work in shifts and extended hours to support global operations.

Key Competencies:

- Experience with ITIL-based service management tools; exposure to Cloud platforms (AWS/Azure) is an advantage.

Leadership & People Management:

- Proven ability to lead global teams, manage performance, and drive accountability.

Problem-Solving:

- Strong analytical and decision-making skills with the ability to manage high-impact escalations.

Communication & Stakeholder Management:

- Excellent verbal and written communication skills for global client and leadership engagement.

Customer Focus:

- Strong commitment to delivering high-quality services and exceptional client experience.

Time & Priority Management:

- Ability to manage multiple priorities in a fast-paced, global delivery environment.