Job Description
Job Description – Infrastructure Program Manager (EUC / M365 / Monitoring / Infra)
Role Overview
The Infrastructure Program Manager is responsible for end-to-end delivery, governance, and transformation of infrastructure services, including:
- Endpoint Solutions (Windows, Apple, VDI, Print)
- Microsoft 365 (Exchange, Teams, Identity, Security)
- Enterprise Monitoring & Observability
- ITSM Processes (MIM, Change, Problem, Request)
- Supporting Infra towers (as applicable)
This role ensures aligned execution across towers, SLA adherence, service quality, and client satisfaction, while driving continuous improvement and transformation initiatives.
Key Responsibilities
Program Ownership & Delivery Governance
- Own overall delivery of infrastructure services across all towers
- Ensure:
- SLA / KPI adherence
- Service stability and performance
- Drive integrated delivery model (no silos) across:
- Endpoint
- M365
- Monitoring
- ITSM
Technical Oversight (Critical)
- Provide high-level technical oversight across:
- Endpoint platforms (SCCM, Intune, JAMF, VDI)
- M365 (Exchange, Identity, Teams)
- Monitoring tools (SCOM, Dynatrace, Nexthink)
- Challenge technical teams on:
- Design decisions
- Root cause analysis
- Improvement initiatives
- Ensure solutions are:
- Scalable
- Secure
- Aligned with best practices
Client & Stakeholder Management
- Act as primary interface for client leadership
- Lead:
- Governance calls (weekly/monthly/quarterly)
- Service reviews and escalations
- Present:
- Service performance
- Risks and mitigation plans
- Transformation roadmap
- Build strong client confidence
Escalation & Major Incident Governance
- Oversee P1/P2 incident management
- Ensure:
- Proper coordination across towers
- Clear and timely communication
- Step in during critical incidents when needed
- Drive RCA quality and preventive actions
Service Improvement & Transformation
- Drive initiatives such as:
- Endpoint modernization (Intune-first, zero-touch)
- M365 optimization (security, governance)
- Monitoring maturity (proactive → predictive)
- DEX adoption (Nexthink, experience-led support)
- Reduce:
- Ticket volume
- Repeat incidents
- Improve service maturity
SLA, KPI & Reporting Governance
- Define and track:
- SLA adherence
- MTTR / MTTA
- Patch compliance
- Service availability
- Provide:
- Executive dashboards
- Data-driven insights
- Ensure accountability across towers
Financial & Resource Management
- Manage:
- Resource planning and utilization
- Cost optimization initiatives
- Align delivery with:
- Budget constraints
- Efficiency goals
Risk & Compliance Management
- Identify and manage:
- Delivery risks
- Security and compliance gaps
- Ensure:
- Audit readiness
- Regulatory compliance (if applicable)
Vendor & Partner Management
- Coordinate with:
- OEM vendors (Microsoft, Citrix, etc.)
- Third-party service providers
- Ensure timely resolution and support
Team Leadership & Alignment
- Lead cross-functional teams:
- L1, L2, L3, Architects
- Ensure:
- Clear roles and responsibilities
- Strong collaboration across towers
- Drive accountability and ownership mindset
Required Skills & Qualifications
Technical Understanding (Must-Have Breadth)
- Strong understanding of:
- Endpoint (SCCM, Intune, JAMF, VDI)
- M365 (Exchange, Identity, Teams)
- Monitoring tools (SCOM, Dynatrace, Nexthink)
- Ability to:
- Understand architecture
- Challenge technical decisions
Program & Delivery Management
- Strong experience in:
- Managing large infrastructure programs
- Multi-tower delivery models
- Experience with:
- SLA/KPI governance
- Transformation programs
Process & Governance
- Strong ITIL knowledge:
- Incident, Problem, Change Management
- Experience in:
- Governance frameworks
- Audit and compliance
Leadership & Soft Skills (Critical)
- Strong client-facing communication (executive level)
- Decision-making under pressure
- Ability to manage escalations effectively
- Strong stakeholder management
Experience & Education
- 12–18+ years of experience in infrastructure / EUC / M365
- 5–8 years in Program Manager / Delivery Lead role
- Bachelor's degree in IT or related field
- Certifications (good to have):
- PMP / PRINCE2
- ITIL Managing Professional
- Microsoft / Cloud certifications
Qualifications
Graduation
Range Of Year Experience-Min Year
12
Range Of Year Experience-Max Year
18
