[LPS] Service Delivery Director - IT Infrastructure (System Integrator)

Key Responsibilities:

Service Delivery & Customer Success

• Lead end-to-end delivery of infrastructure, security, and managed services across multiple customer environments.
• Ensure achievement of contractual obligations, SLAs, KPIs, service quality targets, and customer satisfaction objectives.
• Serve as the executive escalation point for major incidents, operational issues, and critical customer concerns.
• Conduct executive service reviews and establish trusted advisor relationships with key client stakeholders.
• Drive continual service improvement initiatives to enhance service quality, operational efficiency, and customer experience.

Infrastructure & Technical Leadership

• Provide strategic oversight across enterprise infrastructure environments including:
  • Nutanix, VMware, Hyper-V
  • Windows Server and Red Hat Linux
  • Enterprise Storage (Dell EMC, Pure Storage, NetApp, Elastic Storage)
  • Network and Security Infrastructure
  • Database Platforms
  • SIEM and Security Analytics (Splunk, Elastic Stack, Grafana, Kibana)
  • Monitoring and Observability Platforms (AppDynamics, Dynatrace, BMC Helix)
• Ensure infrastructure availability, resilience, performance, security, capacity management, backup, disaster recovery, and compliance requirements are met.
• Govern ITIL processes including Incident, Problem, Change, Configuration, Capacity, and Availability Management.
• Drive automation, standardization, and operational transformation initiatives.

People & Resource Management

• Lead, mentor, and develop a high-performing organization comprising Service Delivery Managers, Technical Managers, Architects, Team Leads, and Engineering teams.
• Manage workforce planning, recruitment, succession planning, skills development, and employee engagement.
• Ensure optimal resource allocation and utilization across customer accounts and service portfolios.
• Establish performance objectives, KPIs, career development plans, and leadership development programs.
• Foster a culture of accountability, customer-centricity, continuous improvement, and technical excellence.

Financial Management & P&L Ownership

• Own and manage the P&L for managed services and infrastructure delivery portfolios.
• Develop annual budgets, forecasts, resource plans, and financial performance targets.
• Drive revenue growth, profitability, margin improvement, and operational efficiency.
• Monitor service delivery costs, resource utilization, contract profitability, and financial performance metrics.
• Partner with Sales and Pre-Sales teams to support bids, solution reviews, contract renewals, and service expansion opportunities.
• Identify cost optimization and productivity improvement initiatives while maintaining service quality.

Business & Governance

• Establish governance frameworks and operational controls to manage risk, compliance, and service performance.
• Ensure adherence to industry standards and regulatory frameworks such as ISO 27001, CIS, NIST, IM8, and organizational security policies.
• Collaborate with internal stakeholders to align service delivery strategy with business objectives and growth targets.

Requirements:

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
• 15+ years of experience in Infrastructure Operations, Managed Services and IT Service Delivery.
• Minimum 7 years in a senior leadership role managing large technical teams and customer-facing service organizations.
• Proven experience within a System Integrator (SI), Managed Services Provider (MSP), or Technology Services environment.
• Demonstrated ownership of P&L, budget management, resource planning, and operational performance.
• Strong experience managing large-scale enterprise infrastructure environments.

Technical Expertise

• Nutanix, VMware, Hyper-V virtualization platforms.
• Microsoft Windows Server and Red Hat Enterprise Linux.
• Enterprise Storage, Backup, Disaster Recovery, and Business Continuity solutions.
• Network, Security, and Data Center Operations.
• SIEM and Analytics platforms including Splunk and Elastic Stack.
• Monitoring and AIOps platforms such as AppDynamics, Dynatrace, and BMC Helix.
• ITIL-based Service Management and IT Operations Governance.
• Infrastructure automation and operational optimization practices.

Preferred Certifications

• ITIL v4 Foundation / Managing Professional
• PMP or equivalent Project Management certification
• VMware Certified Professional (VCP)
• Nutanix Certified Professional (NCP)
• Red Hat Certified Engineer (RHCE)
• CISSP, CISM, or equivalent security certification