Job Title: SME / Solution Architect - Digital Infra Services (Managed Services)

Location: Bangalore / India (Remote)

Experience: 15–20+ Years

Reporting To: VP / Head of Delivery / CIO

Role Overview

The Director – IT Infrastructure Services is a senior leadership role responsible for end-to-end ownership of Managed Infrastructure Services delivery, operational excellence, client engagement, and growth enablement. This role combines service delivery governance, operational leadership, presales/proposal capabilities, and strategic transformation across infrastructure domains.

Key Responsibilities

Service Delivery & Operations Management

Lead 24x7 managed services delivery across infrastructure towers (Compute, Network, Cloud, End User, Security).
Own service quality, SLA/KPI adherence, and continuous improvement initiatives.
Drive incident, problem, change, and capacity management aligned to ITIL best practices.
Ensure operational efficiency through automation, standardization, and process optimization.
Manage multi-geo delivery teams and global service models.

Managed Services Governance

Establish and enforce delivery governance frameworks (weekly, monthly, quarterly reviews).
Define and track operational metrics, dashboards, and reporting cadence.
Lead service improvement programs (CSI) and transformation initiatives.
Ensure compliance, audit readiness, and risk management across accounts.

Client Engagement & Stakeholder Management

Act as primary escalation point for key enterprise clients.
Build strong relationships with CIOs, CTOs, and business stakeholders.
Drive customer satisfaction (CSAT), retention, and account growth.
Lead executive business reviews (EBRs) and strategic roadmap discussions.

Presales & Proposal Management

Support and lead RFP/RFI/RFQ responses for infrastructure and managed services deals.
Define solution architecture, operating models, and pricing strategies.
Collaborate with sales teams to:
Develop value propositions
Build cost models (TCO, ROI)
Present solutions to clients
Drive solution standardization and reusable assets.

Financial & Commercial Ownership

Own P&L for managed services portfolio.
Manage budgeting, forecasting, and cost optimization.
Ensure margin improvement through productivity and automation.
Track revenue realization, billing accuracy, and contract compliance.

Transformation & Innovation

Drive adoption of:
Cloud (AWS, Azure, GCP)
AIOps & Observability
Automation (Python, Ansible, Terraform)
DevOps & SRE practices
Lead legacy modernization and infrastructure transformation programs.
Build platform-led and outcome-based service models.

People & Leadership

Lead, mentor, and scale large delivery teams (100+ resources).
Build succession planning and leadership pipeline.
Drive employee engagement, retention, and capability development.
Promote a culture of accountability, innovation, and customer focus.

Key Skills & Competencies

Technical & Domain Expertise

Strong experience in:
Data Center & Hybrid Infrastructure
Cloud Platforms (Azure/AWS/GCP)
Network & Security Services
End User Computing (EUC)
Knowledge of ITIL, SRE, DevOps, and automation frameworks

Leadership & Business Skills

Strong delivery governance and operational excellence mindset
Proven client-facing and stakeholder management skills
Experience in large deal solutioning and proposal writing
Strong financial acumen (P&L, cost optimization)

Tools & Technologies

ITSM tools (ServiceNow, BMC Remedy)
Monitoring & Observability (Prometheus, Grafana, Dynatrace, Splunk)
Automation (Python, Ansible, Terraform)
Cloud-native and container platforms (Kubernetes, OpenShift)

Qualifications

Bachelor's degree in Engineering / Computer Science
Certifications (preferred):
ITIL Expert / Managing Professional
Cloud Certifications (Azure/AWS Architect)
PMP / Prince2

Key Performance Indicators (KPIs)

SLA/KPI adherence and service quality
Customer satisfaction (CSAT/NPS)
Revenue growth & margin improvement
Automation & efficiency gains
Successful deal wins and proposal conversions

Ideal Candidate Profile

Experience managing large-scale managed services engagements
Strong blend of delivery + presales + transformation leadership
Proven track record in handling enterprise/global clients
Ability to operate at both strategic and execution levels