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
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Lead 24x7 managed services delivery across infrastructure towers (Compute, Network, Cloud, End User, Security).
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Own service quality, SLA/KPI adherence, and continuous improvement initiatives.
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Drive incident, problem, change, and capacity management aligned to ITIL best practices.
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Ensure operational efficiency through automation, standardization, and process optimization.
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Manage multi-geo delivery teams and global service models.
2. Managed Services Governance
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Establish and enforce delivery governance frameworks (weekly, monthly, quarterly reviews).
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Define and track operational metrics, dashboards, and reporting cadence.
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Lead service improvement programs (CSI) and transformation initiatives.
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Ensure compliance, audit readiness, and risk management across accounts.
3. Client Engagement & Stakeholder Management
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Act as primary escalation point for key enterprise clients.
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Build strong relationships with CIOs, CTOs, and business stakeholders.
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Drive customer satisfaction (CSAT), retention, and account growth.
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Lead executive business reviews (EBRs) and strategic roadmap discussions.
4. Presales & Proposal Management
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Support and lead RFP/RFI/RFQ responses for infrastructure and managed services deals.
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Define solution architecture, operating models, and pricing strategies.
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Collaborate with sales teams to:
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Develop value propositions
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Build cost models (TCO, ROI)
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Present solutions to clients
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Drive solution standardization and reusable assets.
5. Financial & Commercial Ownership
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Own P&L for managed services portfolio.
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Manage budgeting, forecasting, and cost optimization.
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Ensure margin improvement through productivity and automation.
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Track revenue realization, billing accuracy, and contract compliance.
6. Transformation & Innovation
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Drive adoption of:
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Cloud (AWS, Azure, GCP)
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AIOps & Observability
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Automation (Python, Ansible, Terraform)
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DevOps & SRE practices
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Lead legacy modernization and infrastructure transformation programs.
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Build platform-led and outcome-based service models.
7. People & Leadership
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Lead, mentor, and scale large delivery teams (100+ resources).
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Build succession planning and leadership pipeline.
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Drive employee engagement, retention, and capability development.
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Promote a culture of accountability, innovation, and customer focus.
Key Skills & Competencies
Technical & Domain Expertise
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Strong experience in:
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Data Center & Hybrid Infrastructure
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Cloud Platforms (Azure/AWS/GCP)
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Network & Security Services
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End User Computing (EUC)
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Knowledge of ITIL, SRE, DevOps, and automation frameworks
Leadership & Business Skills
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Strong delivery governance and operational excellence mindset
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Proven client-facing and stakeholder management skills
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Experience in large deal solutioning and proposal writing
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Strong financial acumen (P&L, cost optimization)
Tools & Technologies
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ITSM tools (ServiceNow, BMC Remedy)
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Monitoring & Observability (Prometheus, Grafana, Dynatrace, Splunk)
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Automation (Python, Ansible, Terraform)
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Cloud-native and container platforms (Kubernetes, OpenShift)
Qualifications
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Bachelor’s degree in Engineering / Computer Science
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Certifications (preferred):
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ITIL Expert / Managing Professional
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Cloud Certifications (Azure/AWS Architect)
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PMP / Prince2
Key Performance Indicators (KPIs)
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SLA/KPI adherence and service quality
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Customer satisfaction (CSAT/NPS)
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Revenue growth & margin improvement
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Automation & efficiency gains
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Successful deal wins and proposal conversions
Ideal Candidate Profile
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Experience managing large-scale managed services engagements
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Strong blend of delivery + presales + transformation leadership
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Proven track record in handling enterprise/global clients
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Ability to operate at both strategic and execution levels
