Associate Director Infrastructure Service Delivery

Overview The Associate Director of Infrastructure Service Delivery is a senior leadership role responsible for the end-to-end delivery, performance, and continuous improvement of enterprise IT infrastructure services. This leader ensures that network, compute, storage, cloud, and end-user computing services are delivered reliably, securely, and at scale. Key Responsibilities ▪ Own the delivery of all infrastructure services (on-premises, cloud, hybrid) including servers, networking, storage, data centers, and workplace technology. ▪ Define and govern SLAs, OLAs, and KPIs; hold teams accountable to performance targets and continuous improvement. ▪ Lead major incident response, ensuring timely resolution, root cause analysis, and prevention of recurrence. ▪ Oversee ITSM processes — incident, problem, change, and configuration management — in alignment with ITIL best practices. ▪ Strategy & Transformation ▪ Develop and execute a multi-year infrastructure roadmap aligned with the organization's digital transformation and cloud strategy. ▪ Drive modernization initiatives including cloud migration, infrastructure automation, and SD-WAN or software-defined infrastructure adoption. ▪ Partner with architecture and engineering teams to translate business needs into scalable, resilient infrastructure solutions. ▪ Vendor & Partner Management ▪ Lead contract negotiations, renewals, and performance governance for outsourced infrastructure services. ▪ Ensure vendor SLAs are met and escalation paths are clearly defined and exercised when needed. ▪ Financial Management ▪ Own and manage the infrastructure OPEX and CAPEX budget ▪ Identify and deliver cost optimization opportunities through consolidation, automation, and vendor rationalization. ▪ Build business cases for infrastructure investments and present to executive leadership. ▪ Team Leadership ▪ Ensure infrastructure environments comply with regulatory and security requirements. Required Qualifications 15+ years of experience in IT infrastructure Proven track record managing large-scale, enterprise infrastructure environments across multiple locations or geographies. Deep expertise across core infrastructure domains: cloud platforms (AWS, Azure, GCP), networking, compute, storage, and data centers. Strong knowledge of ITIL service management frameworks; ITIL v4 certification mandatory. Demonstrated ability to lead transformation programs — cloud migrations, automation, or outsourcing transitions. Excellent stakeholder management and executive communication skills.