We are representing our client in the global technology and engineering sector to look for an experienced Service Delivery Manager to lead and manage the operational reliability, security, and lifecycle of missioncritical IT systems that support government agencies.
Ensure 24/7 availability, compliance with ICT/Cybersecurity policies, and efficient service delivery to frontline operations (e.g., policing, border control, emergency response, custodial management).
- Mission-critical systems (case management, incident response, identity/border systems, logistics/asset, sensemaking platforms)
- Hosting environments (on-prem DCs, private cloud, Government cloud)
- ITSM processes (Incident, Problem, Change, Release, Configuration, Capacity, Availability)
Responsibilities
(A) Operational Excellence & Reliability
- Own uptime/availability targets for critical systems
- Lead Major Incident Management (MIM) and postincident reviews, drive root cause analysis and preventive actions.
- Maintain configuration baselines (CMDB), capacity plans, and performance tuning.
(B) Cybersecurity & Compliance
- Ensure adherence to government ICT governance (e.g., IM8-equivalent policies), cybersecurity directives, and agency-specific standards.
- Oversee identity/access management, data protection, and audit readiness manage evidence for internal/external audits
(C) Service Management & Vendor Governance
- Run ITSM processes per agreed SLAs/OLAs continuously improve service quality.
- Govern MSPs/thirdparty vendors: performance reviews, backlog management and contract renewals.
(D) Stakeholder Engagement & Communication
- Serve as the operational point of contact to agency operations leaders translate operational needs into technical actions and service improvements.
- Provide risk registers, and executive briefings escalate risks early with mitigation options.
- Coordinate operational readiness.
(E) People Leadership & Culture
- Build a highperforming operations team (24/7 coverage where applicable)
- Coach engineers on incident handling, secure operations, and documentation discipline.
- Foster a safetyfirst, compliancefirst, and continuous improvement culture.
Requirements
- Min 10 years of experience in IT operations for missioncritical systems with 5 years in managerial roles leading multidisciplinary teams.
- Proven experience in government/public safety domains (e.g., policing/dispatch).
- Strong grounding in ITIL (Incident/Problem/Change/Release), vulnerability/ patch management, and secure operations.
- Hands-on familiarity with HA architectures, DR orchestration, virtualization, container platforms, and hybrid cloud (Gov/private/onprem).
- Track record managing vendors/MSPs under strict SLAs, with financial and contractual accountability.
- Experience with audit engagements.
