Gautam Buddha Nagar, Uttar Pradesh
Job Summary
Job Description
Delivery Unit Head (Digital Foundation Services)
Role Title: Delivery Unit Head (DU Head)
Designation: Associate Director
Band: E6.1
Function: Digital Foundation Services (DFS)
Location: India (Global Delivery Responsibility
Role Overview
A senior leadership role responsible for end-to-end global delivery of Digital Foundation Services across multiple enterprise clients. The role owns delivery strategy, operations, P&L, transformation, and customer satisfaction , ensuring scalable, resilient, and innovation-driven services aligned to business outcomes.
The DU Head acts as a trusted partner to CXO stakeholders , driving operational excellence, automation-led transformation, and margin optimisation across a distributed global delivery model.
Scope of Services (Digital Foundation Services)
Accountable for integrated delivery across:
Hybrid Cloud & Data Center Services (Private, Public, Multi-cloud)
Workplace & End User Computing (EUC) (VDI, digital workplace, endpoint services)
Network Services (LAN/WAN, SD-WAN, connectivity, telecom)
Cybersecurity Operations (SOC, IAM, vulnerability management, compliance)
Platform & Infrastructure Services (OS, database, middleware, storage, backup)
Service Integration & Management (SIAM) / ITSM (ITIL-based)
Automation, AIOps & Observability platforms
Transformation programs (Cloud migration, DC exit, modernization)
Key Responsibilities
Key Responsibilities
1. Delivery Leadership & Operational Excellence
Own end-to-end service delivery across global engagements with 24x7 operations
Ensure SLA/KPI adherence, service quality, and operational stability
Establish strong governance frameworks, reporting cadence, and audit compliance
Monitor delivery health, risks, escalations, and drive timely resolution
2. P&L and Financial Management
Own P&L for large portfolios (~$50M–$100M+)
Drive cost optimisation, productivity, and margin improvement (DRC initiatives)
Ensure accurate forecasting, billing, revenue assurance, and cost governance
3. Customer & Stakeholder Management
Build strong relationships with CIOs, Infrastructure Heads, and CXOs
Lead governance forums, steering committees, and executive reviews
Act as single point of accountability for delivery outcomes
Drive customer satisfaction (CSAT) and business alignment
4. Transformation & Innovation
Lead cloud transformation, infrastructure modernisation, and automation programs
Drive AI/GenAI, AIOps, and automation-led delivery models
Identify and execute value creation initiatives (cost savings, productivity, experience improvement)
Expand service scope and support deal growth and renewals
5. Delivery Governance & Compliance
Ensure strict adherence to ITIL processes (Incident, Problem, Change, Release)
Drive process standardisation, audit readiness, and regulatory compliance
Maintain quality assurance and continuous service improvement frameworks
6. People Leadership & Capability Development
Lead large, global teams ( 100+ FTEs, multi-location delivery )
Drive resource optimisation, utilisation improvement, and attrition control
Build strong leadership bench and succession plans
Foster a culture of ownership, accountability, and continuous improvement
7. Risk, Change & Program Management
Identify, assess, and mitigate delivery and contractual risks
Oversee transition, transformation, and large-scale change programs
Ensure seamless integration of new services, technologies, and delivery models
Skill Requirements
Required Experience & Skills
Core Experience
15+ years in IT Infrastructure / Cloud / Managed Services delivery
Strong experience in global delivery model (offshore–onsite)
Proven track record managing large-scale infrastructure operations and transitions
Experience managing P&L and large enterprise portfolios
Technical & Functional Expertise
Strong knowledge across Cloud (AWS/Azure/GCP), Data Center, Network, EUC, Security
Deep understanding of ITIL/ITSM frameworks and service operations
Experience with automation, observability, and digital operations platforms
Exposure to cloud migration, DC transformation, and modernization programs
Leadership Capabilities
Strong CXO-level communication and stakeholder management
Ability to lead large distributed teams and multi-vendor environments
Strong analytical, decision-making, and problem-solving skills
Proven ability to drive transformation, growth, and customer outcomes
Education & Certifications
Bachelor’s or Master’s degree in Engineering / Technology / Management
ITIL Certification (Intermediate/Expert preferred)
Cloud Certifications (AWS / Azure / GCP) – desirable
Other Requirements
Success Metrics (Outcomes-Oriented)
SLA / KPI adherence and service stability improvement
CSAT improvement and client retention
Margin expansion and cost optimisation
Automation adoption and productivity gains
Successful delivery of transformation programs
Revenue growth and account expansion
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