Delivery Head - IT Infrastructure

Job Title: Delivery Head - IT Infrastructure

Job Purpose: We are looking for a dynamic and seasoned IT Infrastructure Managed Services Delivery Head to lead and drive the successful delivery of large-scale, multi-tower IT Infrastructure Services programs. The ideal candidate will have a strong background in Service Delivery, Customer Success, Governance, and Team Leadership across global environments. This role will be responsible for ensuring operational excellence, customer satisfaction, and continual improvement of managed services, while also partnering with business leaders to drive growth and innovation.

Qualification: Bachelor's degree in IT/Computer Science or related field

Certification: ITIL Expert, PMP/PRINCE2, or equivalent highly desirable.

Experience: 14 - 18 Years

Reponsibilities: ‍

• Lead and manage end-to-end service delivery for IT Infrastructure Managed Services across multiple domains (Data Center, Cloud, Network, Security, End-User Computing).
• Establish and manage a governance framework to monitor performance, SLAs, KPIs, and compliance with contractual commitments.
• Build and maintain strong CXO-level relationships with key customers to ensure alignment, satisfaction, and long-term partnership.
• Drive operational excellence, ensuring that services are delivered with high quality, cost efficiency, and consistent performance.
• Lead and mentor large, globally distributed delivery teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Manage multi-vendor ecosystems and ensure smooth integration, performance management, and escalations.
• Ensure all services follow ITIL and best practice frameworks, embedding processes such as Incident, Change, Problem, and Capacity Management.
• Oversee financial governance including budget management, cost optimization, and revenue assurance for managed services engagements.
• Drive transformation initiatives such as automation, AI-driven operations (AIOps), and cloud migration to enhance delivery efficiency and innovation.
• Collaborate with pre-sales and solutioning teams to support bid management, transition planning, and due diligence.
• Act as an escalation point for critical service issues, ensuring quick recovery and proactive communication.
• Continuously improve service delivery models, create standardized delivery playbooks, and share best practices across accounts.

Mandatory:

• Service Delivery Leadership & Governance
• IT Infrastructure Managed Services (Cloud, DC, Network, Security, EUC)
• Customer & Stakeholder Management (CXO-level)
• Large Team Leadership & People Management
• Financial Governance & P&L Ownership
• Process Excellence (ITIL, ISO, Governance)
• Risk & Escalation Management
• Strong Communication, Presentation & Documentation Skills
• Innovation & Transformation (Automation, AIOps, Cloud)