Job description

Job Title: Director – IT Infrastructure Services (Managed Services)

Location: Bangalore / India (Remote)

Experience: 15–20+ Years

Reporting To: VP / Head of Delivery / CIO

Role Overview

The Director – IT Infrastructure Services is a senior leadership role responsible for end-to-end ownership of Managed Infrastructure Services delivery, operational excellence, client engagement, and growth enablement. This role combines service delivery governance, operational leadership, presales/proposal capabilities, and strategic transformation across infrastructure domains.

Key Responsibilities

1. Service Delivery & Operations Management

- Lead 24x7 managed services delivery across infrastructure towers (Compute, Network, Cloud, End User, Security).
- Own service quality, SLA/KPI adherence, and continuous improvement initiatives.
- Drive incident, problem, change, and capacity management aligned to ITIL best practices.
- Ensure operational efficiency through automation, standardization, and process optimization.
- Manage multi-geo delivery teams and global service models.

2. Managed Services Governance

- Establish and enforce delivery governance frameworks (weekly, monthly, quarterly reviews).
- Define and track operational metrics, dashboards, and reporting cadence.
- Lead service improvement programs (CSI) and transformation initiatives.
- Ensure compliance, audit readiness, and risk management across accounts.

3. Client Engagement & Stakeholder Management

- Act as primary escalation point for key enterprise clients.
- Build strong relationships with CIOs, CTOs, and business stakeholders.
- Drive customer satisfaction (CSAT), retention, and account growth.
- Lead executive business reviews (EBRs) and strategic roadmap discussions.

4. Presales & Proposal Management

- Support and lead RFP/RFI/RFQ responses for infrastructure and managed services deals.
- Define solution architecture, operating models, and pricing strategies.
- Collaborate with sales teams to:
- Develop value propositions
- Build cost models (TCO, ROI)
- Present solutions to clients
- Drive solution standardization and reusable assets.

5. Financial & Commercial Ownership

- Own P&L for managed services portfolio.
- Manage budgeting, forecasting, and cost optimization.
- Ensure margin improvement through productivity and automation.
- Track revenue realization, billing accuracy, and contract compliance.

6. Transformation & Innovation

- Drive adoption of:
- Cloud (AWS, Azure, GCP)
- AIOps & Observability
- Automation (Python, Ansible, Terraform)
- DevOps & SRE practices
- Lead legacy modernization and infrastructure transformation programs.
- Build platform-led and outcome-based service models.

7. People & Leadership

- Lead, mentor, and scale large delivery teams (100+ resources).
- Build succession planning and leadership pipeline.
- Drive employee engagement, retention, and capability development.
- Promote a culture of accountability, innovation, and customer focus.

Key Skills & Competencies

Technical & Domain Expertise

- Strong experience in:
- Data Center & Hybrid Infrastructure
- Cloud Platforms (Azure/AWS/GCP)
- Network & Security Services
- End User Computing (EUC)
- Knowledge of ITIL, SRE, DevOps, and automation frameworks

Leadership & Business Skills

- Strong delivery governance and operational excellence mindset
- Proven client-facing and stakeholder management skills
- Experience in large deal solutioning and proposal writing
- Strong financial acumen (P&L, cost optimization)

Tools & Technologies

- ITSM tools (ServiceNow, BMC Remedy)
- Monitoring & Observability (Prometheus, Grafana, Dynatrace, Splunk)
- Automation (Python, Ansible, Terraform)
- Cloud-native and container platforms (Kubernetes, OpenShift)

Qualifications

- Bachelor’s degree in Engineering / Computer Science
- Certifications (preferred):
- ITIL Expert / Managing Professional
- Cloud Certifications (Azure/AWS Architect)
- PMP / Prince2

Key Performance Indicators (KPIs)

- SLA/KPI adherence and service quality
- Customer satisfaction (CSAT/NPS)
- Revenue growth & margin improvement
- Automation & efficiency gains
- Successful deal wins and proposal conversions

Ideal Candidate Profile

- Experience managing large-scale managed services engagements
- Strong blend of delivery + presales + transformation leadership
- Proven track record in handling enterprise/global clients
- Ability to operate at both strategic and execution levels

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