Job Summary:
The Associate Director of Infrastructure Service Delivery is a senior leader responsible for the end-to-end delivery, performance, and continuous improvement of enterprise IT infrastructure services. This leader ensures that network, compute, storage, cloud, and end-user computing services are delivered reliably, securely, and at scale — aligned with business objectives and service level commitments.
Job Description:
- Service Delivery & Operations:
- 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.
- Financial Management:
- Own and manage the infrastructure OPEX and CAPEX budget
- Identify and deliver cost optimization opportunities through consolidation, automation, and vendor rationalization.
- Build business cases for infrastructure investments and present to executive leadership.
- Team Leadership:
- Lead a geographically distributed team of infrastructure managers, engineers, and analysts.
- Set team objectives, performance expectations, and development plans; foster a culture of accountability and continuous learning.
- Recruit and retain top talent; build succession pipelines for critical roles.
- Risk, Compliance & Security:
- Ensure infrastructure environments comply with regulatory and security requirements.
- Collaborate with the CISO and security teams to implement and maintain a resilient security posture.
- Oversee disaster recovery and business continuity programs for all critical infrastructure.
Profile Description:
- 15+ years of experience in IT infrastructure, with at least 5 years in a senior leadership or director-level role.
- Proven track record managing large-scale, enterprise infrastructure environments across multiple locations or geographies.
- Deep expertise across core infrastructure domains: cloud platforms (AWS, Azure, GCP), networking, compute, storage, and data centers.
- Strong knowledge of ITIL service management frameworks; ITIL v4 certification mandatory.
- Experience managing budgets of $10M+ and leading teams of 20+ professionals.
- Demonstrated ability to lead transformation programs — cloud migrations, automation, or outsourcing transitions.
- Excellent stakeholder management and executive communication skills.
- Leadership Competencies:
- Strategic thinking with a bias for execution
- Ability to influence and communicate at C-suite level
- Customer-focused mindset with a service excellence orientation
- Data-driven decision making
- Resilience and composure in high-pressure, high-stakes situations
- Strong negotiation and conflict resolution skills
