דרושים » ניהול ביניים » Delivery Manager

seeking a talented IT Service Desk Specialist to join our global IT team. In this pivotal frontline role, you will be the face of IT for employees worldwide, ensuring seamless day-to-day technology operations and delivering an outstanding service experience.

As part of a forward-thinking IT organization that embraces AI-native operations and automation, you will not only resolve technical issues but also contribute to building smarter, faster, and more self-service-driven IT support. The ideal candidate combines strong technical fundamentals with a service-first mindset and a genuine curiosity for AI and automation.

What youll do:
Technical Support & Troubleshooting.
Provide technical support globally across all our offices, with primary focus on your assigned region (EMEA).
Diagnose and resolve hardware, software, and connectivity issues across macOS and Windows environments.
Troubleshoot Tier 1 office network and connection issues, escalating complex problems to the appropriate team.
Install, configure, and troubleshoot end-user devices, software, and peripherals.
Provide technical support for video conferencing (Google Meet, Zoom, Zoom Rooms, Neat), audio/visual setups, and company events
Service Management.
Manage and respond to service requests efficiently via the IT ticketing system, ensuring thorough documentation of all interactions.
Prioritize incidents and requests in alignment with Service Level Agreements (SLAs).
Walk colleagues through problem-solving processes and provide clear guidance on IT products and services.
Escalate unresolved issues to the next level of support with complete context and documentation.
Operations & Continuous Improvement.
Facilitate IT onboarding and offboarding processes, ensuring a smooth employee lifecycle experience.
Maintain accurate IT asset inventory and support asset lifecycle management.
Create and maintain knowledge base articles and technical documentation for the team and self-service channels.
Identify and suggest improvements to IT procedures, workflows, and automation opportunities.
Leverage AI tools and automation to improve support efficiency, reduce resolution times, and enhance the employee experience.

We are looking for a proactive and detail-oriented Support Specialist to help improve the effectiveness, consistency, and quality of our global support organization.

The role will focus on support process ownership, quality reviews, operational follow-up, and continuous improvement initiatives. Working closely with support managers and team leaders, this position will help ensure that support standards are consistently applied, improvement actions are executed, and customer-facing operations continue to evolve and improve.

You will:
Lead innovative technical solutions in the telecommunications, intelligence, and cyber domains.
Responsible for matrix management of response teams throughout the sales cycles - including R&D, Product & Project management, Marketing, and more
Able to manage Customer-facing activities, including commercial and technical sessions, demonstrations, and presentations.
Involved in and responsible for preparing white papers, Impact assessments, high-level solution descriptions and pricing strategies.
Write comprehensive technical and marketing documents.
You will be the main point of contact (go-to-guy) for the Presale group for all communication with the product and R&D group.
Full responsibility of Technical and Maintenance support with all presale demo systems.
Preparation of POC (proof of concept).

This role combines hands-on support at the companys headquarters, remote support for global users and offices, end-user asset lifecycle management, inventory and warehouse operations, hardware refresh initiatives, and ongoing ownership of global processes related to end-user equipment and workplace technology.

You will:
Provide global end-user support for hardware, software, networking, Microsoft 365 services, and workplace technologies across Windows and macOS environments.
Manage the full lifecycle of end-user devices, including procurement, deployment, onboarding, maintenance, refresh programs, and secure decommissioning.
Administer user accounts, access permissions, and collaboration platforms through Microsoft 365, Active Directory, and Microsoft Entra ID.
Own and maintain global IT asset inventory, warehouses, and equipment logistics, ensuring accurate tracking, availability, compliance, and cost optimization.
Support and operate meeting room technologies, Microsoft Teams Rooms, audiovisual systems, and workplace infrastructure to ensure seamless employee collaboration.
Lead IT operational improvements and cross-functional projects, leveraging reporting, analytics, automation, and best practices to enhance service quality and efficiency.

We are looking for a Senior Support Engineer to join our Israel-based support team. This role is critical to maintaining excellent service for our English and Hebrew-speaking customers, handling complex technical and customer-facing issues independently, and helping the team adapt to the next generation of AI-enabled support workflows.

The ideal candidate is a strong hands-on problem solver, an excellent communicator in Hebrew and English, and a senior team player who can elevate team quality, partner closely with leadership, and contribute to improving our internal tools, AI-based workflows, and support processes.

This is a hands-on senior individual contributor role with broad impact. In addition to resolving complex customer issues end to end, this person will help shape how support operates in an evolving environment that increasingly includes automation and AI-assisted workflows and tools.

What youll do
Own complex technical and product-related support cases from investigation through resolution.
Provide high-quality support to customers in Hebrew and English across written and live interactions.
Handle ambiguous, high-impact, or cross-functional issues with strong judgment and minimal supervision.
Act as a senior point of contact for escalations, sensitive customer situations, and priority cases.
Mentor teammates by sharing knowledge, setting a high bar for case handling, and helping improve team practices.
Use AI-based tools and internal tools effectively in day-to-day work to improve speed, quality, and consistency.
Help to define, maintain and improve support agents, AI-assisted tools, bots, workflows, automations and documentation to improve support effectiveness.
Identify opportunities to reduce friction, improve self-service, and optimize internal support flows.
Collaborate with Product, R&D, Customer Success, TPE, and other internal stakeholders to resolve issues and improve the customer experience.

At Infinidat, a Lenovo company, we help enterprises and service providers empower their data-driven competitive advantage at scale. As our Senior DevSecOps Engineer, you will be the foundational security expert within the DevOps team. Following a recent corporate transition, our infrastructure is moving into a highly regulated environment subject to strict, ongoing security compliance frameworks and external audits. You will lead the charge in designing, securing, and continuously adapting our infrastructure to meet these evolving enterprise and regulatory standards. Your immediate priority will be securing the environments where protected data is stored across public cloud infrastructure, on-premise virtual environments, and containerized clusters. Beyond immediate compliance, you will architect our secure cloud posture from the ground up, embed automated security guards seamlessly into our deployment pipelines, and mentor the broader engineering team on modern security practices.

Responsibilities:

* Compliance & Audit Leadership: Serve as the primary technical lead for rigorous security audits, ensuring continuous compliance, rapid adaptation to new security requirements, and production of audit-ready documentation.
* Infrastructure Hardening & Governance: Own, scale, and maintain automated machine image hardening pipelines utilizing industry-standard security baselines (such as CIS benchmarks). Extend these frameworks to define and enforce strict security baselines across container clusters and image registries.
* Secure Architecture & Networking: Architect secure hybrid environments handling sensitive data, focusing on robust network segmentation, zero-trust principles, and secure infrastructure-as-code deployment methodologies.
* Application Security Integration: Manage and optimize the integration of automated security scanning tools (SAST, SCA, and DAST) into CI/CD pipelines. Ensure reliable capture, aggregation, and reporting of scan results to satisfy product governance and audit requirements.
* Threat Detection & Observability: Implement and manage anomaly detection tools, automated access log review mechanisms, and comprehensive centralized auditing and logging solutions.
* Security Incident Response: Serve as the primary technical escalation point for infrastructure security incidents, creating automated playbooks for rapid triage and mitigation.
* Mentorship: Act as the security subject matter expert, identifying technical gaps and upskilling the DevOps and development teams in secure infrastructure concepts.

We are looking for a Lead DevOps Engineer to join our team as our first dedicated infrastructure hire. You will play a foundational role in architecting and scaling the engine that powers our cloud services and on-premise hardware deployments.

This is a position with real ownership. You aren't just managing servers; you are designing the delivery, monitoring, and security standards for a product that must thrive in both high-scale cloud environments and strictly disconnected, air-gapped networks.

Requirements
What Youll Do

Build the Foundation: Architect and maintain our core cloud infrastructure (IaC) and CI/CD pipelines, ensuring a seamless path from code to production.
Universal Observability: Design and deploy a "conservative" yet powerful logging, monitoring, and alerting stack (e.g., Prometheus, Grafana, Loki) that works similarly in the cloud and in disconnected on-prem environments.
Infrastructure as Code: Develop portable Pulumi
On-Prem & Air-Gapped Strategy: Create the systems and tooling required to package, deploy, and update our software on customer environments with zero internet access.
Customer Infrastructure: Lead the deployment of cloud-based gateways and managed services for our enterprise clients, ensuring high availability and robust security.
Security & Encryption: Implement and manage critical security infrastructure, including mTLS, CA-signed certificate management, and hardened Linux service configurations.
Collaborate with R&D: Work closely with our networking and hardware engineers to bridge the gap between low-level connectivity and scalable cloud architecture.

We are looking for an experienced DevOps Platform Engineer to join our Application Infrastructure team.

In this role, you will design, build, and operate scalable platforms and infrastructure that enable engineering teams to develop, deploy, and run services efficiently, securely, and reliably.

You will work in a complex, large-scale production environment using AWS, Kubernetes, Infrastructure as Code, automation, observability, and AI-driven technologies.

What youll do:
Design, build, and maintain application infrastructure and platforms used by engineering teams.
Develop scalable, reliable, and secure infrastructure on AWS.
Build and improve CI/CD pipelines, deployment processes, and infrastructure automation.
Manage and operate Kubernetes-based production environments.
Develop self-service tools and platform capabilities that improve developer productivity and experience.
Improve system reliability, availability, performance, and scalability.
Define and implement best practices for infrastructure, deployments, observability, and security.
Lead troubleshooting, incident investigation, and root cause analysis for complex production issues.
Collaborate with R&D, Security, Architecture, Data, and Cloud teams.
Evaluate and implement AI-based tools for infrastructure automation, operational efficiency, incident analysis, and developer workflows.
Develop or integrate AI agents, LLM-based tools, and AIOps capabilities into platform engineering processes.

We are looking for a proactive and detail-oriented Support Specialist to help improve the effectiveness, consistency, and quality of our global support organization.

The role will focus on support process ownership, quality reviews, operational follow-up, and continuous improvement initiatives. Working closely with support managers and team leaders, this position will help ensure that support standards are consistently applied, improvement actions are executed, and customer-facing operations continue to evolve and improve.

You will:

Case & escalation quality checks: Audit cases for handling quality, SLA adherence, and RMA compliance. On escalations specifically, check the fit between analysis and action - was the case properly diagnosed, and did the resulting action (response, RMA, R&D hand-off) match it?

KPI monitoring: Track KPIs in Salesforce and Tableau, spot anomalies, and turn the numbers into clear updates for managers.

Case trends & knowledge base: Analyze recurring issues and categorization patterns, feed them to R&D/Product/CS, and keep the knowledge base current - turning recurring resolutions into new KB articles.

Process support: Help keep support-process documentation on Confluence accurate and up to date.

Ad-hoc projects: Pick up the improvement tasks managers want done but don't have time for.

We are looking for a Global Tier 1 Support Manager. The demands on our global support operation are growing fast - and the way we deliver support is transforming just as quickly.

The Global Tier 1 Support Manager is responsible for the performance of our Tier 1 support operation globally - across all channels and delivery models, including us in-house offices, distributor/partner Tier 1 teams, and outsourced contact centres. This is a matrix management role.

The teams you oversee are distributed across geographies and report locally to their own managers - your job is to align them, set the standard, track performance, and make sure things get fixed when they are not working. You will be close to the data and close to the issues - reviewing dashboards daily, working directly with local team leads, and pushing AI and automation into the operation as a practical way to handle more volume without adding headcount.

Your key responsibilities will include:

Matrix Team Oversight & Alignment Work with Tier 1 team leads across our offices, partner networks, and third-party providers. Your influence comes from clear standards, good data, and strong relationships. Make sure every team lead knows what good looks like and has what they need to deliver it.
Multi-Team Coordination Oversee Tier 1 support across all channels (phone, email, chat, portal) and all delivery models - our offices, distributor/partner teams, and outsourced contact centres. Make sure processes are consistent and teams are not operating in silos.
Efficiency Improvement Through AI & Automation Actively bring AI into the day-to-day operation - IVR automation, AI-assisted agent tools, self-service deflection, smarter triage. Identify the use cases and work with our implementation teams to deliver AI based solutions.
Performance Tracking & Alerts Work from a dashboard every day. Set up targets and alerts alerts so that our SLA standards are adhered to and that volume spikes, or quality drops are caught immediately. Look at metrics such as First Call Resolution (FCR), Average Handling Time, Average Waiting Time, CSAT and Produce a weekly summary for senior stakeholders and flag issues before they develop.
Monthly Business Reviews Run the MBR process with all Tier 1 delivery partners including third-party contact centres. Make sure the numbers in the room are the right ones and that the conversation results in clear actions, not just a slide deck.
Knowledge & Training Make sure every Tier 1 team - in-house, partner, and third-party - has access to current, accurate product and process knowledge. Work with the KMS and LMS owners, identify gaps, and make sure training actually happens and sticks.
Staffing & Capacity Use volume and trend data to validate that headcount requests are correctly calibrated to actual need.
Working Across Teams Work closely with Tier 2, Product, R&D, and the Business Tools team. Most support problems have a root cause outside of support - your job is to find it and make sure the right people are fixing it.
Partner & Distributor Teams Work with distributor and partner Tier 1 teams to improve their support capability - fewer unnecessary escalations to us, better handling at the partner level.

At Infinidat, a Lenovo company, we empower enterprises and service providers with cutting-edge storage platforms that redefine performance, reliability, and cyber resilience at scale. Infinidat RnD department is looking for an eager and bright individual to join us and own our DevOps and Build Automation solutions.

Responsibilities:

* You will assume full end-to-end ownership and responsibility for designing, improving and maintaining the company’s RnD delivery flow processes and infrastructure.
* Taking ownership of one of the most critical flows in the RnD department - developing & releasing Infinidat’s software product.
* Establish and evolve concepts in CI/CD pipelines for existing and new services.
* Work closely with development teams to improve the efficiency and stability of the build automation solution (distributed build, object caching, etc.)
* Work closely with various infrastructure teams in the company to improve automation of workflows
* Monitor and analyze performance and stability issues. Environment and tools
* Linux, Python, GitLab CI, Jenkins, Coverity, VMware, Ansible, Docker/Podman, CMake.
* 99% On-Prem.