BU Head - Enterprise Infrastructure services

The Infrastructure Delivery & Practice Head is responsible for leading the end-to-end delivery of infrastructure services across multiple clients while driving the growth, capability development, and profitability of the Infrastructure Practice. The role ensures operational excellence, customer satisfaction, service quality, workforce development, innovation, and alignment with organizational goals.

This leadership position oversees infrastructure services across cloud, data centre, network, security, workplace services, platform operations, and managed services engagements

Service Delivery Management

·       Own delivery of infrastructure managed services and transformation programs across multiple client accounts.

·       Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.

·       Drive operational excellence through ITIL-based service management practices.

·       Manage service reviews, governance forums, and executive stakeholder communications.

·       Oversee incident, problem, change, availability, capacity, and continuity management processes.

·       Ensure service quality, customer satisfaction, and continuous improvement.

Delivery Governance

·       Establish delivery standards, methodologies, and operational frameworks.

·       Monitor delivery health, risks, escalations, and remediation plans.

·       Manage P&L responsibility for infrastructure delivery portfolios.

·       Drive compliance with organizational policies, security standards, and regulatory requirements.

·       Lead service transition activities for new engagements.

Customer Relationship Management

·       Build trusted relationships with client executives and key stakeholders.

·       Act as executive escalation point for delivery-related issues.

·       Identify opportunities for service improvements and value creation.

·       Conduct Quarterly Business Reviews (QBRs) and strategic planning sessions

Practice Development

·       Define and execute the infrastructure practice vision and roadmap.

·       Develop service offerings around: Cloud Services (Azure, AWS, GCP), Hybrid Infrastructure, Data Center Operations, Network Services, Cybersecurity Operations, Workplace Services, DevOps and Platform Engineering, Infrastructure Automation

·       Drive innovation and modernization initiatives.

·       Establish best practices and reusable frameworks.

Business Development and Pre-sales

·       Support sales teams in client pursuits and opportunities.

·       Lead infrastructure solution architecture and pricing reviews.

·       Participate in RFPs, RFIs, and proposal development.

·       Present solutions to executive stakeholders and customers

·       Drive account mining and cross-selling opportunities.

·       Support contract negotiations and commercial discussions

Operational discipline

·       Own practice and delivery financial performance.

·       Manage budgets, forecasting, and cost optimization initiatives.

·       Ensure revenue realisation and margin improvement.

·       Monitor resource costs and productivity metrics.

·       Drive operational efficiency through automation and standardisation.

• Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent.
  
• Experience: 18+ years of IT Infrastructure experience.
  
• 8+ years in senior delivery leadership roles.
  
• Proven experience managing large-scale infrastructure operations and transformation programs.
  
• Experience managing multi-million-dollar managed services portfolios.
  
• Strong experience working with global delivery models Core Skills and Competencies