Infrastructure Service Delivery Manager

Title: Infra - Service Delivery Manager

location: Keilaranta 14 C, Espoo, 02150, Finland

Key Responsibilities

IT Service Delivery & Operations

• Own and manage IT service delivery to ensure stability, availability, and performance.
• Hands-on management of the full lifecycle of hardware and software, including:
• End-user devices
• Servers
• Network infrastructure
• Coordinate with global and remote IT teams to ensure standardized configurations and consistent service delivery.

SaaS & Application Management

• Act as service owner for key IT applications and SaaS platforms.
• Oversee SaaS setup, configuration, optimization, and ongoing support.
• Manage user access, licensing, integrations, and service reliability.

End-User Support & Enablement

• Ensure timely, high-quality technical support for end users.
• Serve as an escalation point for complex or recurring issues.
• Deliver IT training and guidance to improve user adoption and experience.

Information Security & Compliance

• Support information security initiatives and enforce security best practices.
• Assist with access controls, system hardening, and security awareness.
• Participate in IT and information security audits, including preparation and follow-ups.

Process, Documentation & Continuous Improvement

• Develop, maintain, and improve IT service delivery processes.
• Create and maintain accurate IT documentation and SOPs.
• Identify and implement improvements to enhance efficiency, reliability, and user satisfaction.

Strategic Contribution & Stakeholder Management

• Contribute operational insights to the IT roadmap and service strategy.
• Own IT initiatives and service improvement projects end-to-end.
• Act as the primary point of contact for IT service delivery.
• Communicate effectively with stakeholders across regions and time zones.

Working Style & Expectations

• Flexible to work outside standard hours when required.
• Willing to step in during peak demand or team absences.
• Proactive, ownership-driven, and comfortable managing multiple priorities.
• Adaptable and resilient in a fast-changing environment.