Delivery Operations Lead (1 Year Contract)

Overview

The Delivery Operations Lead is responsible for steering the comprehensive managed service operations for Enterprise Wireless and Network infrastructure projects. This position involves overseeing service delivery, engaging with customers, managing incidents, ensuring compliance with operational governance and SLAs, planning maintenance activities, coordinating with vendors, and promoting continual improvement initiatives.

Key Responsibilities

• Lead the daily management of managed service operations covering WiFi, networks, and supporting infrastructure.
• Supervise Service Desk teams, Network Engineers, vendors, and support partners to maintain high-quality service delivery.
• Serve as the main escalation point for operational issues from customers, internal teams, and management.
• Drive performance related to SLAs and KPIs, including operational reporting and conducting service review sessions.
• Lead major incident responses and coordinate the restoration of services during critical outages.
• Review and authorize incident reports, maintenance notifications, installation plans, and change requests.
• Coordinate planned maintenance, change windows, technology refreshes, and implementation tasks.
• Manage communication with operations teams, facility management, vendors, and internal leadership.
• Enforce governance and compliance for operational processes such as Permit to Work protocols, safety guidelines, and operational standards.
• Ensure operational preparedness for events, maintenance freezes, and constraints specific to airport environments.
• Monitor operational risks, recurring issues, and implement preventive actions for continuous improvement.
• Promote process enhancements including automation, inventory management advances, and improvements in reporting.
• Oversee vendor performance and liaise with vendor teams on escalated technical challenges.
• Prepare operational updates, executive summaries, materials for customer meetings, and management reports.
• Assist with budgeting, manpower planning, resource coordination, and overall operational planning activities.

Qualification Requirements

• Degree or Diploma in IT, Telecommunications, Engineering, or a related field.
• At least 5 years' experience in IT operations, managed services, telecommunications, or infrastructure support settings.
• Familiarity with managing network or enterprise wireless support operations is preferred.
• Strong leadership abilities, effective communication, and stakeholder management skills.
• Experience managing major incidents and operational escalations.
• Good grasp of ITIL framework, incident management, change management, and service delivery methodologies.
• Ability to perform effectively in dynamic and high-pressure operational environments.
• Prior experience supporting airport or other critical infrastructure environments is an advantage.
• Excellent coordination skills when working with vendors, contractors, and customers.