Sr Manager - IT Infrastructure Managed Services Operation

Job Title:

Location:

Role Summary

The Senior Manager IT Infrastructure Managed Services Operations is responsible for leading large-scale infrastructure service delivery for US-based enterprise customers. This role owns end-to-end operational excellence across IT infrastructure towers, ensures SLA/XLAs are met or exceeded, and builds high-performing teams focused on reliability, customer satisfaction, and continuous improvement.

people-first leadership role

Key Responsibilities

1. Service Delivery & Operations Management

• Own end-to-end delivery of managed services across infrastructure domains including:
• Data Center & Cloud Operations (AWS/Azure/GCP)
• Network & Security Operations
• End User Computing (EUC)
• Backup, DR, and Availability Management
• Ensure consistent achievement of SLAs, OLAs, KPIs, and customer experience metrics.
• Drive operational rigor across ITIL processes: Incident, Problem, Change, Request, Capacity, and Availability.
• Lead Major Incident Management (MIM) and ensure RCA quality, corrective and preventive actions.

2. Customer & Stakeholder Management

• Act as the

  primary operational interface

  for US-based customers.
• Lead service reviews (weekly, monthly, quarterly) with customer leadership.
• Proactively manage customer expectations, risks, and escalations.
• Build trusted-advisor relationships by demonstrating transparency, accountability, and value delivery.

3. People Leadership & Team Development (Critical)

• Lead and manage multi-layer teams including Managers, Leads, and Engineers.
• Build a strong culture of ownership, accountability, and customer-centricity.
• Drive performance management, goal setting, coaching, and career development.
• Manage staffing, shift coverage, attrition, succession planning, and skill transformation.
• Foster an inclusive, high-engagement work environment aligned to NA customer expectations.

4. Governance, Compliance & Risk Management

• Establish and maintain strong operational governance frameworks.
• Ensure compliance with customer security, audit, and regulatory requirements (SOC2, ISO, HIPAA where applicable).
• Manage operational risks, service continuity, and disaster recovery readiness.
• Partner with Security, Compliance, and Legal teams as required.

5. Continuous Improvement & Transformation

• Drive service optimization, automation, and cost-efficiency initiatives.
• Leverage AIOps, monitoring, and automation tools to improve MTTR and service quality.
• Lead transition and transformation initiatives including new customer onboarding.
• Identify opportunities for service expansion, productivity improvement, and value realization.

6. Financial & Commercial Accountability

• Own delivery budgets, cost optimization, and productivity targets.
• Track and manage service margins, billing inputs, and contract adherence.
• Support renewals, expansions, and upsell opportunities through strong delivery performance.

Required Skills & Experience

Experience

• 12-16+ years

  of experience in IT Infrastructure / Managed Services.

• 5+ years

  in a senior people leadership role managing large teams (50150+).
• Proven experience delivering services to

  US / North American enterprise customers

  .
• Strong exposure to 24x7 operations and NA shift engagement.

Technical & Domain Knowledge

• Strong understanding of enterprise IT infrastructure and cloud operations.
• Deep knowledge of ITIL-based service management.
• Experience with ITSM tools (ServiceNow preferred).
• Familiarity with cloud platforms, monitoring tools, automation, and AIOps.

Leadership & Behavioral Competencies

• Strong people leader with the ability to inspire, coach, and retain talent.
• Excellent communication skills—comfortable interacting with senior US stakeholders.
• High ownership mindset with a bias for action and results.
• Ability to manage ambiguity, scale operations, and lead through change.

Preferred Qualifications

• ITIL Expert / ITIL v4 Managing Professional
• Cloud certifications (AWS, Azure, GCP)
• Experience in large system integrators, MSPs, or global delivery models

Key Success Metrics

• SLA/XLA adherence and customer satisfaction (CSAT, NPS)
• Team engagement, retention, and leadership bench strength
• Reduction in incidents, MTTR, and repeat issues
• Successful delivery of transformation and automation initiatives