Role Overview
Service Delivery Manager
Location
Perth, Australia
Salary
AUD 150,742–171,215 Annual Gross (indicative, may be enhanced)
Roles and Responsibilities
* Minimum 10 years of overall experience in Infrastructure Service Delivery covering Cloud, Hosting and Network capabilities
* Strong experience configuring and troubleshooting Windows Server 2012/2016/2019/2022
* Experience in Windows patching using SCCM and WSUS and troubleshooting Windows update issues
* Experience configuring and troubleshooting Windows file servers/DFS namespaces
* Migration of file servers from older to newer operating systems
* Hands‑on experience configuring Windows DHCP scopes, fail‑overs and managing DNS servers
* Managing large Windows infrastructure on both physical and virtual platforms
* Firmware upgrades using management controllers such as Dell iDRAC, HPE ILO and HPE OneView
* Expertise in Microsoft troubleshooting, OS hardening and vulnerability assessment
* Experience with hypervisors and compute virtualization technologies (VMware, VxRail, vSphere, vCenter, vCloud, VMware View, vRealize, vSAN, NSX, Microsoft Hyper‑V)
* VMware vSphere upgrade, P2V/V2V migration and power‑shell scripting
* Design and implementation of Disaster Recovery with VMware SRM
* Strong troubleshooting skills on ESXi servers via command line
* Experience with server platforms: Cisco UCS, HP, Dell, IBM
* Performance analysis, tuning and resolution of major outages
* High‑availability clustering, DRS, resource pool configuration, vMotion, alarms and NTP
* Snapshot, cloning, cold and hot migrations and VM template creation
* Knowledge of AD group policies, troubleshooting AD replication and designing AD infrastructure
* Configuration and administration of AD, DHCP, DNS, TCP/IP and GPO
* Azure AAD, DNS, DC, ADC, OU, GP, DHCP management
* Secure remote administration of domain controllers and member servers
* Group policy management for domain controllers and domain-wide OUs
* Planning and managing migrations and upgrades related to AD and DCs
* Root users and root computers OU management
* Problem‑solving domain: authentication, LDAP, DNS, DHCP issues
* Cyber Security policy adherence and Tier 3 support for ADFS, SAML, SSO, OAuth, certificate‑based authentication and PKI
* Cyber security measures to protect data and systems
Additional Responsibilities
* Managing large‑scale programs of 100+ people in a global delivery model
* Delivery accountability and leadership across the CIS portfolio, liaison with senior leadership including CXO levels
* ITIL framework utilization and root‑cause analysis across the infrastructure portfolio
* Co‑ordination with clients on portfolio projects, performance metrics and customer relationships
* Conducting program reviews, risk management and escalation resolution
* Reviewing program scope and client acceptance criteria
* Managing multi‑vendor and multi‑team engagements, protecting stakeholder interests
* Compliance with cyber‑security policies, standards and regulations
* Planning and monitoring delivery governance processes
* Planning and execution of SLA and KPI deliverables
* Resource utilisation and alignment to delivery guidelines
* Team leadership, reporting to internal account teams, onboarding/off‑boarding, hiring and pipeline management
* Rewards, recognition, training, certification and cross‑skill initiatives
* Service‑quality improvement and automation initiatives
Essential Qualifications
* Tertiary qualification in IT, Computer Science or related discipline
* Windows certification preferred
Additional Skills
* Excellent customer‑facing, written and verbal communication skills
* Strong attention to detail and analytical problem‑solving abilities
Benefits
* Income Protection Insurance
* Paid Parental and Volunteer leaves
* Employee Assistance Program (EAP)
* Flexible working arrangements (hybrid)
* Health Insurance Discount and Well‑being Program
* Access to fitness and gym memberships
* Salary packaging and novated leasing
EEO Statement
All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
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