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.