Qualifications

• Proven experience leading global delivery teams across various geographical locations.
• Expertise in end-to-end Infrastructure Service Delivery Management.
• Knowledge of ITIL Framework including Incident, Problem, Change, and Service Level Management.
• Experience with ServiceNow ITSM and reporting.
• Skills in managing Infrastructure Operations such as Network, Server, and Cloud services.
• Familiarity with risk, compliance, and security governance practices.

Responsibilities

• Lead service delivery for onsite, offshore, and nearshore teams to ensure effective service execution.
• Own and oversee service performance in line with SLAs and KPIs.
• Manage Incident, Problem, Change, and Request Management processes.
• Drive resolution for major incidents and maintain communication with executives.
• Establish and reinforce operational governance with stakeholders.
• Lead regular service review meetings and assessments.
• Identify areas for service improvement and leverage automation for efficiency.
• Ensure the availability, reliability, and performance of infrastructure services.
• Manage customer escalations and facilitate their resolution in a timely manner.
• Support initiatives for audits, compliance, and risk management.

Benefits

• Discretionary Annual Incentive Program.
• Comprehensive Medical Coverage including Dental and Vision.
• Family-friendly policies including Maternal and Parental Leaves.
• Insurance options such as Auto, Home Insurance, and Identity Theft Protection.
• Reimbursement for professional development including certification and training.
• Generous Time Off policy including Vacation and Sick Leave.
• Legal and Financial Assistance programs, such as Student Loan Refinancing.