IT Infrastructure & Service Delivery Manager

Permanent

Midrand

Overview

We are a Supply Chain and Sales & Merchandising partner adding value to your business through a fully integrated, temperature-controlled network in Southern Africa.

But we are also more than that. We are people serving people. While we boast the best in tech and infrastructure, our people are our greatest resource. With our skilled, curious, can-do people at the forefront, our assets become your assets, our service your solutions.

Vector’s vehicle fleet includes a food industry first in ‘multi-temperature’ vehicles enabling the company to service business across frozen, chilled and ambient temperature zones on a single delivery.

Job Purpose

We are seeking a dynamic and strategically focused IT Infrastructure, Operations & Service Delivery Manager to lead the end-to-end delivery, reliability, and improvement of IT services and infrastructure across the organization. This role combines responsibility for service desk leadership, IT operations, cloud and hybrid infrastructure, physical security systems, vendor governance, and customer satisfaction across a geographically distributed environment.

The successful candidate will act as both a Service Delivery Leader and Domain Architect, ensuring that all technology services—ranging from Microsoft Azure and on-prem data centers to collaboration tools—are optimized for performance, availability, and business value. This role is essential for enabling digital transformation, business continuity, and operational excellence.

Key Responsibilities

IT Infrastructure Architecture & Strategy

• Own the infrastructure and operations domain architecture, including hybrid environments (Azure & on-prem).
• Align infrastructure design with enterprise architecture (e.g., TOGAF), cybersecurity frameworks (ISO 27001, NIST), and ITSM best practices.
• Drive modernization and automation strategies including high availability, DR/BCP, and zero trust security.
• Lead infrastructure strategy in support of M&A, office expansion, and cloud transformation projects.
  
  

Service Delivery & IT Operations

• Oversee end-to-end IT service delivery including Incident, Problem, Change, and Request Fulfilment processes (ITIL v4).
• Ensure reliable delivery of IT services across warehouses, offices, and remote sites.
• Monitor SLAs, KPIs, and performance dashboards for proactive service management.
• Conduct regular service reviews with business stakeholders and vendors to drive continuous improvement.
  
  

Helpdesk & Support Services

• Lead the 3rd party or internal Service Desk, ensuring responsiveness, resolution quality, and customer satisfaction.
• Analyze ticket trends, drive knowledge management, and implement process improvements.
• Optimize end-user support via self-service, automation, and effective escalation paths.
  
  

Cloud & Hybrid Infrastructure Management

• Manage infrastructure across Microsoft Azure (IaaS, PaaS), on-prem data centers, and hybrid networks.
• Lead efforts for monitoring, cost optimization, configuration management, and scaling.
• Ensure effective management of DNS, DHCP, Active Directory (Azure & On-prem), SSO, MFA, and RBAC policies.
  
  

Endpoint & Workspace Management

• Govern lifecycle of digital workspace including laptops, mobile devices, Windows 11, Intune, and Autopilot.
• Standardize and secure end-user devices through baseline configurations and endpoint protection controls.
• Collaborate with security and compliance teams on patching, encryption, and DLP.
  
  

Collaboration Tools & Communication

• Administer unified communication tools such as Microsoft Teams, M365, and meeting room technologies.
• Ensure robust collaboration platforms for hybrid and remote working models.
  
  

Physical Security Technologies

• Lead implementation and operations of CCTV, access control systems, and physical monitoring infrastructure.
• Ensure adherence to evidence handling, retention, and compliance requirements.
  
  

Project & Facility Infrastructure Delivery

• Manage IT components of new site rollouts, office relocations, and infrastructure buildouts.
• Coordinate cross-functional teams (Facilities, Logistics, Operations) to ensure timely IT readiness.
• Oversee implementation and modifications of CCTV and access systems per corporate standards.
  
  

Asset, Compliance & Vendor Management

• Maintain hardware/software lifecycle governance, CMDB accuracy, and audit readiness. Govern relationships with MSPs, OEMs, telco, and infrastructure vendors through contract and SLA enforcement.
• Support annual IT budgeting and manage OPEX/CAPEX tracking and optimization initiatives.
  
  

Key Relationships

Key Relationship - Internal

• Procurement.
• Finance.
• HR
  
  

Key Relationship - External

• Managed Service Providers.
• Internet Service Providers.
  
  

Qualifications And Experience

Qualifications, Skills and Experience Required for the Job

• 7+ years in IT Infrastructure, Operations, and/or Service Delivery Management roles.
• Bachelor's degree in Computer Science, IT, or related field.
• ITIL v3/v4 Certification (Foundation or higher).
• TOGAF or equivalent architecture certification.
• PMP, PRINCE2, or Agile project management certification.
• Previous SAP exposure will be an advantage.
• Familiarity with cybersecurity frameworks (ISO 27001, NIST) and Zero Trust architecture.
• Proven experience in managing complex hybrid infrastructure (Azure/on-prem), service desks, and ITIL-based service delivery.
• Deep understanding of enterprise IT systems including SAP, Active Directory, and Microsoft 365.
• Strong experience with ITSM platforms (e.g., ServiceNow, Jira) and infrastructure monitoring tools.
• Expertise in managing vendors, contracts, SLAs/OLAs, and performance metrics.
• Experience implementing physical security and endpoint compliance controls.
  
  

Skills and Competencies

• Strategic thinker with strong execution and problem-solving skills.
• Excellent communicator, negotiator, and cross-functional collaborator.
• Results-driven leader who thrives in fast-paced, complex environments.
• Highly organized, proactive, and customer focused.
  
  

We look forward to hearing from you!