ES
IT INFRASTRUCTURE DELIVERY MANAGER – MANAGED SERVICES
Epsilon Solutions LTD
Location not stated
Manager or above
3 months ago
- Risk Management
- ITIL
- AIOps
- AI
- Machine Learning
- PMP
- PRINCE2
3 months ago
Location: Mississauga – On-site / Hybrid
Employment Type: Full-time
IT Infrastructure Delivery Manager – Managed Services
Key Responsibilities
- Accountable for steady‐state and transformation delivery across infrastructure towers (DC, Cloud, Network, Workplace, Security) with clear ownership for SLA, KPI, CX, and contract adherence in a 24x7 managed services model.
- Establish and lead strong delivery governance including service reviews, operational cadence, risk management, audits, and compliance to contractual, regulatory, and enterprise standards; ensure zero surprises for clients and stakeholders.
- Drive maturity and consistency across ITIL processes (Incident, Problem, Change, Request, Capacity, Availability), embedding preventive, repeatable, and measurable operations at scale in a multi‐vendor ecosystem.
- Ensure platform stability, resilience, DR/BCP readiness, and capacity sufficiency through proactive monitoring, trend analysis, and resilience design, minimizing downtime and business impact.
- Lead high‐severity incidents and service crises with confidence and clarity, ensuring rapid resolution, effective stakeholder communication, strong RCA, and systemic corrective actions.
- Drive ongoing service improvement initiatives focused on MTTR reduction, ticket deflection, automation-led productivity, cost optimization, and service quality uplift.
- Provide architecture‐level oversight on infrastructure changes, migrations, cloud transitions, and upgrades, ensuring designs are operationally scalable, secure, and supportable in BAU.
- Lead adoption of automation, observability, AIOps, self‐healing, and AI/GenAI‐assisted operations; translate innovation from pilots to production to deliver tangible efficiency and reliability gains.
- Govern OEMs, hyperscalers, and partner ecosystems with outcome‐based accountability, ensuring aligned delivery, performance transparency, and value realization.
- Act as a trusted delivery leader for senior client stakeholders, translating operational complexity into outcomes, risks, and value narratives suitable for CxO‐level forums.
- Build, lead, and retain high‐performing global delivery teams with strong focus on capability building, succession planning, and transformation‐ready skills.
- 10–15+ years in IT infrastructure delivery with substantial experience in large‐scale managed services, including steady‐state operations, transitions, transformations, and renewals.
- Deep understanding of ITIL‐based service management, SLA governance, risk controls, audit readiness, and operational reporting in contract‐driven environments.
- Strong working knowledge of data center, network, compute, storage, cloud, hybrid infrastructure, and security integration, with ability to influence architecture and design decisions.
- Proven ability to lead during ambiguity, crises, and high‐pressure situations while maintaining service stability, stakeholder confidence, and team morale.
- Experience in defining and managing operational metrics, dashboards, and trend‐based insights to drive preventive actions and continuous improvement.
- Exposure to or hands‐on leadership in automation, AIOps, observability platforms, and AI‐driven service delivery; strong passion for modernizing managed services operations.
- Excellent communication and influencing skills with ability to engage CXOs, clients, and internal leaders using clear, outcome‐focused narratives.
- Demonstrated capability in leading large, distributed teams and managing vendors through performance governance and value‐based engagement models.
- Engineering degree or equivalent required; ITIL mandatory; PMP / PRINCE2 / Cloud / Security / AI ‐ related certifications preferred.
IT INFRASTRUCTURE DELIVERY MANAGER – MANAGED SERVICES · Epsilon Solutions LTD