CIMS Shared Services & Operations Delivery Head

Job Title - CIMS Shared Services & Operations Delivery Head

Skills - Global Infrastructure Operations Leadership, Service Portfolio Leadership, ServiceNow & Platform Governance, Automation, AIOps & Modern Ops, Governance, Risk & Compliance, Commercial Acumen & Leadership Competencies

Experience - 18+ years

Location - Greater Noida

We at Coforge are looking for an accomplished Delivery Head of Cloud & IMS (CIMS) Shared Services, the role will be responsible for end-to-end strategy, delivery, transformation, and operations of global IT infrastructure services with a following skillset:

• The role will lead 24x7 multi-region delivery across Service Portfolios & Tower: NOC, SOC, Service Desk, Data Centers, Cloud Platforms, Network, Cyber Security, Tools & Automation, and ServiceNow, ensuring high availability, security, scalability, cost efficiency, and customer satisfaction.
• Drive AI led operational excellence, standardization, automation, and continuous improvement, while enabling business growth, digital transformation, and resilience
• Own global delivery of IT Infrastructure Shared Services across Americas, EMEA, and APAC.
• Ensure uninterrupted 24x7x365 operations with well‑defined SLAs, OLAs, and KPIs.
• Lead large, multi‑disciplinary teams across operations, engineering, architecture, and governance.
• Establish follow‑the‑sun delivery models and enterprise shared services frameworks.
• Drive high availability, reliability, and performance for all infrastructure services.
• Oversee proactive monitoring of networks, systems, applications, and cloud environments.
• Manage incident, event, and performance operations with strong root‑cause analysis and preventive actions.
• Lead 24x7 cyber threat monitoring, detection, and response.
• Manage SIEM, SOAR, threat intelligence, and incident response processes.
• Ensure compliance with global security standards and regulatory frameworks.
• Manage global IT service desk operations across incident, request, problem, and knowledge management.
• Enable omni‑channel support through voice, chat, portal, and virtual agents.
• Manage on‑prem and co‑location data centers with focus on capacity, availability, backup, and DR.
• Oversee hardware lifecycle, vendor coordination, and operational governance.
• Manage public, private, and hybrid cloud platforms (IaaS, PaaS).
• Drive cloud governance, security, modernization, and FinOps‑based cost optimization.
• Oversee LAN, WAN, SD‑WAN, Wi‑Fi, DNS, load balancers, and firewalls.
• Ensure global connectivity, performance optimization, and resilience.
• Lead identity and access management; endpoint, network, and cloud security.
• Drive risk management, audits, and regulatory compliance across geographies.
• Implement monitoring, AIOps, RPA, orchestration, and self‑healing platforms.
• Promote an automation‑first culture and drive zero‑touch operations.
• Reduce MTTR and operational costs through intelligent automation.
• Oversee ServiceNow platform governance across ITSM, ITOM, ITAM, CMDB, and SecOps.
• Integrate ServiceNow with enterprise tools and automation platforms.
• Define and execute global IT Infrastructure Shared Services strategy.
• Drive standardization, consolidation, and simplification of services.
• Lead adoption of automation, AI/ML, and AIOps to shift from reactive to predictive operations.
• Establish strong governance frameworks aligned with ISO 27001, ITIL, COBIT, SOC2, GDPR, and regional regulations.
• Own audit readiness, compliance posture, business continuity, and risk mitigation.
• Manage vendor risk, third‑party compliance, and contractual obligations.
• Own Shared Services P&L with focus on cost recovery and optimization.
• Lead vendor rationalization, contract negotiations, and strategic sourcing.
• Implement FinOps and chargeback/show‑back financial models.
• Deliver measurable cost savings and productivity improvements.
• Act as a trusted advisor to CXOs, business leaders, and customers.
• Drive executive communications, service reviews, and escalation management.
• Align infrastructure services with business priorities and growth objectives.
• Build, lead, and motivate high‑performing global teams.
• Develop future leaders, succession plans, and a culture of accountability and innovation.
• Promote diversity, inclusion, and continuous improvement.
• Lower security incidents and improved response effectiveness.
• Increased automation coverage and operational efficiency.
• Cost optimization and budget adherence.
• Higher customer satisfaction (CSAT/NPS).

Required Skills & Competencies -

• Expertise in IT Infrastructure & Operations, including NOC, SOC, Service Desk.
• Strong knowledge of cloud platforms (AWS/Azure/GCP).
• Deep understanding of network and data center technologies.
• Cyber security, risk management, and compliance leadership.
• Hands‑on knowledge of ServiceNow (ITSM, ITOM, CMDB).
• Experience with automation, AIOps, and DevOps integration.
• Vendor and contract management expertise.
• Strong decision‑making, strategic thinking, and transformation leadership.
• Excellent executive communication and stakeholder management.

Qualifications -

• Bachelor's degree in Engineering, Computer Science, or related field (Master's/MBA preferred).
• 20+ years of progressive IT Infrastructure experience.
• 10+ years in shared services or global infrastructure leadership roles.
• Proven experience managing large‑scale, multi‑region operations.
• Strong understanding of ITIL‑based service management.
• Hands‑on exposure to cloud, cyber security, automation, and modern ops platforms.