VP – IT Service Delivery & Infrastructure Operations
We are looking for a dynamic and transformational technology leader to head Global IT Operations & Support, driving operational excellence, scalability, automation, and innovation across a distributed enterprise environment.
This leadership role will own end-to-end internal IT operations, including Service Desk, Endpoint Management, Infrastructure Services, Observability, Enterprise Tooling, Automation, and AI-driven IT transformation, while enabling a resilient, intelligent, and employee-centric IT ecosystem.
The ideal candidate will bring deep expertise in IT Operations, Infrastructure, Cloud, Automation, and Service Delivery, along with strong people leadership capabilities to manage large global teams and mission-critical operations.
Key Responsibilities
- Lead enterprise-wide IT Operations & Infrastructure Support across multiple global delivery locations.
- Drive AI-led IT transformation initiatives including:
- Self-service platforms
- Virtual agents/chatbots
- Intelligent ticket routing
- Predictive analytics
- Automation-first operations
- Manage 24x7 IT support operations ensuring SLA/KPI adherence and exceptional employee experience.
- Oversee:
- Service Desk Operations (L1/L2/L3)
- Endpoint & Desktop Management
- Active Directory & User Administration
- Collaboration Platforms & O365 Services
- Network, Server & Storage Infrastructure
- Hybrid Cloud Ecosystem
- Telephony & Enterprise Applications
- Lead Major Incident Management (MIM), Root Cause Analysis (RCA), Problem Management, and Change Management processes.
- Drive operational excellence through observability, proactive monitoring, automation, and continuous service improvement initiatives.
- Partner with enterprise technology leaders to define and execute infrastructure strategy and roadmap.
- Ensure high availability, resiliency, security, disaster recovery, and business continuity across enterprise systems.
- Evaluate and implement emerging technologies including AI/ML, Automation, SRE, and modern observability platforms.
- Manage strategic technology vendors, governance frameworks, cost optimization, and service quality improvements.
- Provide technical and managerial leadership to global support and infrastructure teams.
- Mentor and develop teams while fostering a high-performance and collaborative culture.
- Lead large-scale infrastructure implementations, upgrades, and transformation programs.
Required Experience & Skills
- 15+ years of experience in:
- IT Operations (Internal IT)
- Infrastructure Management
- Internal IT Service Delivery
- Enterprise Support Operations
- Proven experience managing large global IT teams (100+ team size preferred).
- Strong expertise in:
- ITSM & IT Operations
- Cloud & Hybrid Infrastructure
- DevOps / SRE Practices
- Automation & Observability
- AI-driven IT Operations
- Disaster Recovery & Business Continuity
- Enterprise Infrastructure Governance
- Hands-on experience with enterprise infrastructure environments and operational support models.
- Strong stakeholder management and business communication skills.
- Experience driving digital transformation and automation-led operational efficiency.
- Ability to manage complex multi-program execution in a fast-paced enterprise environment.
Qualifications
- Bachelor's Degree in Engineering / Technology or related discipline
- MBA preferred
What We're Looking For
- A strategic yet hands-on technology leader
- Strong operational mindset with transformation capability
- Passion for automation, AI-driven operations, and employee experience
- Ability to scale global IT operations in a high-growth environment
- Excellent leadership, communication, and stakeholder management skills
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