Senior Infrastructure Delivery Manager

Join as a Support Service Coordinator and lead an L2 support team managing Microsoft 365, endpoint management and end‑user computing for customers in a financial institution. Coordinate daily operations, ensure service level adherence and act as the interface between IT support and the business.

Responsibilities

• Manage team scheduling, shift rotas, on‑call coverage and capacity planning
• Triage and prioritise incoming work, assign tickets and ensure SLA targets are met
• Own major incident coordination including bridge calls, resolution drive and stakeholder communication
• Act as primary escalation point for VIP and executive‑level issues ensuring white‑glove service
• Ensure ITIL process adherence across incident, problem, change and knowledge management in ServiceNow
• Produce and present monthly service reports covering incident trends, SLA compliance and team capacity
• Liaise with business stakeholders and thir...