Manager, IT Operations & Service Delivery

Our client, a leading luxury retail organization, is seeking an experienced IT Service Delivery Manager to lead and govern IT operations, infrastructure services, and end-user support within the market.

This is a highly visible role that combines service management, infrastructure delivery, stakeholder engagement, vendor management, and project execution. The successful candidate will act as the key point of contact between business leaders, regional IT teams, vendors, and local support teams to ensure a seamless technology experience across corporate and retail environments.

Key Responsibilities:

• Lead day-to-day IT service delivery, ensuring high levels of operational performance and end-user satisfaction
• Manage and mentor a team of End User Computing (EUC) support specialists while overseeing third-party service providers and vendors
• Own incident, escalation, problem, and change management processes, ensuring timely resolution of critical issues and continuous service improvement
• Act as the in-country IT delivery lead for infrastructure-related projects, including office relocations, renovations, new site openings, and retail boutique deployments
• Partner closely with senior business stakeholders, including Heads of Departments and Vice Presidents, to align technology services with business objectives
• Coordinate and manage IT support for business events, town halls, executive meetings, and other key corporate activities
• Drive service improvement initiatives, automation opportunities, and operational efficiencies across the technology landscape
• Manage service-related budgets, vendor performance, and service level agreements (SLAs)
• Support internal and external audits, ensuring compliance with governance and operational standards

• Proven experience in IT Service Delivery, Infrastructure Operations, or End User Services leadership role
• Strong understanding of IT infrastructure, workplace technologies, service management, and support operation
• Experience managing teams, vendors, and outsourced service provider
• Demonstrated experience delivering infrastructure projects and managing technology deployments across multiple site
• Strong stakeholder management skills with the ability to engage senior business leaders and executive
• Experience within retail, luxury retail, hospitality, or customer-facing environments will be highly advantageous
• ITIL certification and project management exposure are preferred