Description

You own the end-to-end delivery and governance of infrastructure services.

Responsibilities

• Oversee service delivery and governance against defined service levels, acting as the single point of ownership for performance and client satisfaction.
• Lead client governance meetings (weekly, monthly, quarterly) and manage all stakeholder communication and escalations.
• Ensure adherence to contractual obligations, managing Incident, Problem, and Change processes including Root Cause Analysis (RCA).
• Drive strategic initiatives, focusing on automation, process improvement, and innovation roadmap execution.
• Coordinate delivery across onshore, nearshore, and offshore teams to maintain unified service execution.

Required Skills

• 9-12 years in service management with expertise in client-facing roles and onshore-offshore models.
• Deep understanding of ITIL standards and service management principles.
• Experience managing E2E Infra support including Service Desk, Infrastructure, Cloud (AWS), and ServiceNow.
• Subject matter expertise in Network, CloudOps, Storage, Backup, and Linux.
• Proven ability to derive outcome-driven KPIs and conduct data analysis for trend identification.
• Experience managing service delivery, including SLA adherence and reviewing CSAT metrics.
• Familiarity with Agile practices to minimize production backlog.
• Bachelor's degree required.

Key Skills

Education

Bachelor's degree