IT Infrastructure and Service Delivery Manager

The candidate is a highly experienced IT professional with over 15 years of expertise spanning IT infrastructure, service delivery, and business analysis roles across industries such as banking, pharmaceuticals, and private enterprises. They have demonstrated a strong ability to manage IT services, including SharePoint, Teams, Skype for Business, and video conferencing tools, ensuring system stability, security, and optimal performance. Their expertise includes leading large-scale global migrations, such as Teams-to-Teams transitions, SharePoint on-premise to SharePoint Online migrations, and file share migrations to OneDrive. They have a proven track record in IT service management, including implementing IT security, risk, and lifecycle management processes, which resulted in a 20% reduction in system downtime and a 30% improvement in SLA adherence. The candidate has successfully supported over 3,500 users globally, achieving a remarkable 97% customer satisfaction rate. They excel in optimizing IT systems, standardizing processes, and delivering IT solutions aligned with industry best practices. Their responsibilities have encompassed defining project management methodologies, tracking performance through KPIs, and ensuring service-level compliance. They are proficient in multilingual technical documentation, translating policies and procedures into English and French, and have provided exceptional IT support, including VIP and offsite assistance. The candidate has also developed and maintained unified communication and collaboration infrastructures to enhance enterprise-wide efficiency and collaboration. Key skills include IT infrastructure management, global system migrations, IT security, process optimization, Power Automate, PowerApps, KPI tracking, and SLA adherence. Their linguistic capabilities span English, French, Spanish, and Arabic, further enabling effective communication in global teams. The candidate’s proactive approach to problem-solving, combined with a dedication to delivering operational excellence, has earned them multiple promotions and accolades throughout their career. They are a collaborative team player committed to innovation and continuous improvement.