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 busi...