Job Background
The Head of Infra Delivery manages all infrastructure services provided by the IT department. This position is responsible for adherence of Infrastructure Delivery & Operations to the service level commitments and for ensuring that the continually improves customer focus by fully understanding and responding to the specific needs of the business customers.
Job Purpose
A vital role in creating healthy long-term relationships with the internal & external customers. Acts as the bridge between the customers and operational delivery teams. Key responsibilities include governance across all areas of IT services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.
Principal Responsibilities
Service Management/Delivery Responsibilities
- Responsible for the overall delivery of IT Infra services to the India region both internally and external client services.
- Represents Infra service aspects to the region ensuring service targets set and achieved.
- Ensure quality of practice meets contractual requirements, legal obligations and organizational policy and procedures.
- Maintains an understanding of business strategy and ensures operational resources and infrastructure are in place to proactively support Infra delivery.
- Strives to improve delivery of Infra services to the region through professional management of internal and external delivery resources.
- Responsible for identifying opportunities for simplification, standardization, and process improvements
- Service transition as services is added or removed.
- Develop and manage relationships with infra team members and stakeholders supporting customers to achieve better outcomes.
- Instrumental in supporting the creation of goals and objectives
- Key in planning and leading successful delivery of set objectives across infra operations
- Ensures client service review meetings are conducted; areas covered will include performance reports, service improvements, quality and processes.
- Ensures Infra services are consistently & accurately reported and understood by respective infra board.
People Management Responsibilities
- Ensure all staff in area of responsibility is supported to maintain excellence in service delivery and have opportunities for professional development through Learning and development assessment and planning and Transfer of learning to the workplace.
- Be responsible for career development and appraisals.
- To plan and schedule resource to the requirements of the business
Knowledge & Experience
- At least 10 year(s) of working experience in the related field is required for this position.
- At least 5 years of experience in outsourcing and vendor management
- Experience in a wide variety of IT fields to fully understand the details of the services that can be provided
- Aspire to a culture of service/operational excellence, putting the customer, people and business at the centre.
- A passion for driving change as this role is instrumental in driving improvements
- To work under pressure and thinking/acting clearly during challenging situations
Skills
- Excellent documentation skills and attention to detail.
- Excellent communication skills in order to communicate effectively with staff, peers, senior management and other stakeholders
- Ability to produce and deliver effective training as required into EITS and customers where relevant
- Staff management capability for virtual teams in delivering operational service.
- Ability to influence across boundaries /manage in matrix structures
- Ability to work in culturally diverse teams and reconcile cultural differences to successfully deliver services
- Technical background ideally within Managed Services & Service Desks
- Infrastructure subject matter expertise in ITIL, ITSM, Incidents, Problem and Change