- Own the delivery of all infrastructure services (on-premises, cloud, hybrid) including servers, networking, storage, data centers, and workplace technology.

- Define and govern SLAs, OLAs, and KPIs; hold teams accountable to performance targets and continuous improvement.

- Lead major incident response, ensuring timely resolution, root cause analysis, and prevention of recurrence.

- Oversee ITSM processes incident, problem, change, and configuration management in alignment with ITIL best practices.

Strategy & Transformation :

- Develop and execute a multi-year infrastructure roadmap aligned with the organization's digital transformation and cloud strategy.

- Drive modernization initiatives including cloud migration, infrastructure automation, and SD-WAN or software-defined infrastructure adoption.

- Partner with architecture and engineering teams to translate business needs into scalable, resilient infrastructure solutions.

Vendor & Partner Management :

- Manage relationships with strategic vendors, managed service providers, and technology partners.

- Lead contract negotiations, renewals, and performance governance for outsourced infrastructure services.

- Ensure vendor SLAs are met and escalation paths are clearly defined and exercised when needed.

Required Qualifications :

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

- 10+ years of experience in IT Infrastructure, with at least 5 years in a Delivery Manager or Service Delivery leadership role.

- Proven experience managing enterprise infrastructure operations in large-scale, multi-location environments.

- Strong understanding of cloud platforms (AWS, Azure, or Google Cloud), hybrid infrastructure, networking, storage, virtualization, and data center technologies.

- Hands-on experience with ITSM frameworks and ITIL best practices.

- Demonstrated success in leading infrastructure transformation and cloud migration initiatives.

- Experience managing managed service providers, vendor governance, and commercial contracts.

- Excellent leadership, communication, stakeholder management, and problem-solving skills.