We come from a broad collection of experiences and diverse backgrounds, but we’re united by a drive to raise the bar for the impactful technologies we design and manufacture, our customers, and each other. With an open and inclusive culture, we help one another think creatively and look beyond – because when we’re each at our best, we’re even more powerful together.
Penguin Soluitons is seeking an experienced IT Infrastructure & Service Delivery Manager to join our team. This role involves managing and coordinating the delivery of IT services to ensure they meet the needs of our business. This will require communication, coordination and collaboration with various IT service owners (network, applications, information security, etc.). The ideal candidate will have a strong understanding of IT infrastructure, excellent project management skills, and a passion for delivering top-notch customer service.
Managing the day-to-day operations of the enterprise service desk.
Providing strategic leadership to your IT Team, ensuring smooth and efficient day-to-day IT services, fostering a culture of continuous improvement, accountability, service excellence/ & enhancing our service wherever possible.
Ensuring our IT service management processes aligned with ITIL best practices, including incident, problem, change, and asset management
Standardizing our IT operations to ensure consistency, efficiency, and compliance, driving forward ITIL service delivery across the group, ensuring best practices are embedded in our daily operations
Ensuring our IT services meet the highest availability, performance, and security standards to support our business objectives.
Ensure that IT services comply with all relevant laws, regulations, and company policies.
Working closely with security & compliance teams to manage risks and ensure compliance with industry regulations, including overseeing disaster recovery and business continuity planning.
Establishing and maintaining effective monitoring, reporting, and KPI tracking for our IT operations & ITIL processes.
Overseeing IT projects related to system upgrades, infrastructure enhancements, and service improvements; ensuring project timelines, and objectives are met while maintaining minimal disruption to our business operations
Proactively collaborating with departments and colleagues across our businesses to align IT priorities with overall business priorities.
Maintain strong relationships with vendors and service providers to ensure that services are delivered in accordance with the agreed terms and conditions.
Supporting strategic IT planning, budgeting, and investment in technology solutions.
This role may require additional duties and/or assignments as designated by management.
Minimum 7 years’ experience in IT operations, with at least 3 years in an IT operations leadership role, managing ITIL-driven service delivery with a fantastic track record of managing IT teams, projects, and vendors in a multi-site environment
Hold ITIL v4 Managing Professional (MP) or ITIL v4 Foundation, as a minimum; Prince2, PMP, or other project management certifications would be beneficial, as would the relevant vendor certifications (e.g., Microsoft).
Proven ability in project delivery and management.
Strong stakeholder management abilities enabling building and maintaining productive working relationships, aligning expectations, fostering collaboration, and ensuring seamless engagement with key stakeholders at all levels
Strong communications & customer service skills; able to liaise effectively between IT teams, business users and VIP/C-Level Executives.
Ability to understand and interpret data and metrics to evaluate service desk performance, identify trends and issues, and develop improvement plans.
Proven understanding of enterprise networking, servers, cloud technologies, and information security, and experienced service ownership of IT service management platforms (e.g., ServiceNow, Fresh service).
Familiar with Microsoft 365, Azure, and other cloud services, a sound knowledge of virtualization, storage, backup solutions, and business continuity planning.
Leadership and people management skills are well honed, and inspire, guide, and develop teams, all the while fostering a warm, positive and productive work environment.
Be part of a team that works hard, supports each other and above all have fun along the way while still being hands on.
Travel
Occasional international & domestic travel may be required but limited to less than 10%.
Compensation