Senior Director, IT Infrastructure Operations & Service Management
Posted on: 16/10/2026
Chennai, India (Hybrid) India
Permanent
Industry and Manufacturing
Senior Director, IT Infrastructure Operations & Service Management
This role is responsible for the strategic leadership, operational governance, and continuous service refinement of the global IT Infrastructure and IT Service Management (ITSM) ecosystem. The Director will lead global infrastructure operations alongside core ITSM disciplines—including Incident, Problem, Service Request, and Change Management—as well as the Global IT Helpdesk function. This position bridges infrastructure reliability with customer-centric service delivery, driving high availability, automation, vendor compliance, and global service desk excellence.
1. Infrastructure Operations & Architecture Governance
•
Oversees day-to-day global IT infrastructure operations, ensuring 24/7 availability, resiliency, and optimal performance of critical enterprise systems across cloud, data centers, networks, and compute environments.
•
Ensures and manages governance and maintenance of the Infrastructure Architecture landscape (servers, storage, network, hybrid cloud) and long-term technology roadmaps.
•
Leads product selection processes for new infrastructure technologies, collaborating with the Infrastructure Architecture team to evaluate architecture designs, solution capabilities, and technical suitability against corporate goals.
•
Develops comprehensive technical project plans and directs the lifecycle execution of complex global infrastructure deployment and modernization projects.
•
Works closely with the IT Infrastructure Automation team to implement IaC (Infrastructure as Code) and automation strategies, driving efficiency, reducing manual work, and accelerating service delivery.
•
Establishes robust enterprise monitoring and observability strategies to proactively detect and remediate infrastructure operational issues prior to business disruption.
2. IT Service Management (ITSM) & Helpdesk Operations
•
Serves as executive owner of global ITIL frameworks, directly managing end-to-end processes for Incident Management, Problem Management, Service Request Fulfillment, and Change Management.
•
Directs and operationalizes the Global IT Helpdesk function, establishing customer-first Service Desk standards, tier-1/tier-2 escalation flows, and operational SLAs/OLAs for global end-user support. Good understanding of a modern helpdesk environment using AI solutions to improve the user self-service experience.
•
Drives Major Incident Management (MIM) protocols, establishing swift war-room resolutions, root-cause investigations, post-incident reviews, and preventative problem management actions to reduce incident recurrence.
•
Leads Change Advisory Board (CAB) reviews, evaluating change impacts, roll-back plans, risk profiles, and scheduling to ensure zero unapproved or service-disrupting infrastructure changes.
•
Optimizes Service Request workflows and self-service portal offerings to streamline fulfillment speed and enhance internal user productivity.
3. Risk, Vendor Governance & Operations Leadership
•
Manages strategic vendor relationships, service providers, and contract negotiations for global hardware, software, cloud services, and outsourced support capabilities.
•
Establishes and maintains collaborative relationships with business site leaders, function process owners, and regional managers to assess operational IT risks and define risk-mitigation measures.
•
Ensures compliance with internal audit standards, security guidelines, regulatory frameworks, and enterprise IT governance practices.
•
Evaluates technical training needs across infrastructure and helpdesk teams, implementing structured development programs to foster operational excellence, continuous learning, and automation-first mindsets.
KEY PERFORMANCE INDICATORS
•
Infrastructure Availability & Uptime: Strict adherence to global uptime target SLAs across core servers, cloud, and network platforms.
•
Incident & MTTR Metrics: Reduction in Mean Time to Resolve (MTTR), Mean Time Between Failures (MTBF), and major outage frequency.
•
Helpdesk & Service Desk Performance: High First Contact Resolution (FCR) rates, low average speed to answer, high customer satisfaction (CSAT) scores, and strict SLA compliance for service requests.
•
Problem Management Effectiveness: Measurable decrease in recurring incidents through proactive root-cause fixes and Trend Analysis.
CONFIDENTIAL JD
•
Change Success Rate: High percentage of successful changes with zero emergency or unplanned changes causing high-severity outages.
•
Automation & Productivity: Operational hours saved, reduction in manual fulfillment, and adoption of automated self-service request pathways.
•
Project & Audit Delivery: On-time, on-scope, and on-budget execution of key initiatives alongside clean IT audit performance ratings.
KNOWLEDGE / SKILLS / COMPETENCIES
Technical Skills
•
IT Infrastructure Operations: Deep enterprise expertise in enterprise Data Center, Cloud Architecture (AWS/Azure), Network Engineering, and Compute/Storage management.
•
ITIL Expertise: Comprehensive knowledge of Incident, Problem, Change, and Service Request Management processes. ITIL v3/v4 certification preferred.
•
ITSM Operations: Good understanding of managing modern enterprise Helpdesk tools (e.g., ServiceNow, Remedy, Jira Service Management) and omnichannel end-user support operations.
•
Automation & Monitoring: Strong operational background in scripting/automation technologies (Ansible, Terraform, Python) and enterprise monitoring platforms (SolarWinds, Dynatrace, Datadog, Splunk).
•
Project Management & Evaluation: Strong command of project lifecycle management, solution evaluation frameworks, and vendor technical assessments.
•
IT Governance & Compliance: Robust knowledge of IT audit procedures, risk assessment, and IT service security compliance standards.
Soft & Leadership Skills
•
Exceptional written, verbal, and executive presentation skills; adept at explaining complex infrastructure and operational concepts to both technical staff and executive non-technical leaders.
•
Demonstrated cross-functional leadership skills with the ability to inspire, motivate, and direct multi-disciplinary global support teams.
•
Strong organizational skills, strategic planning aptitude, and failure-prevention mindset under high-pressure outage scenarios.
EXPERIENCE
•
15+ years of progressive leadership experience in IT Infrastructure Operations and IT Service Management within a complex global enterprise environment.
•
Proven track record of directly owning and optimizing ITIL processes (Incident, Problem, Change, Service Request) and managing global Service Desk operations.
•
Extensive experience managing complex hybrid infrastructure, vendor ecosystem contracts, and driving automation initiatives across operations.
TYPICAL EDUCATION
Bachelor's Degree in Computer Science, Information Technology, Engineering, or an equivalent combination of education and experience. Master's degree or MBA is a plus. Educational requirements may vary by geography.
Vera HUANG
M/whatsapp: +86 133 1173 0912
E: Vera.Huang@morganphilips.com
This role is responsible for the strategic leadership, operational governance, and continuous service refinement of the global IT Infrastructure and IT Service Management (ITSM) ecosystem. The Director will lead global infrastructure operations alongside core ITSM disciplines—including Incident, Problem, Service Request, and Change Management—as well as the Global IT Helpdesk function. This position bridges infrastructure reliability with customer-centric service delivery, driving high availability, automation, vendor compliance, and global service desk excellence.
1. Infrastructure Operations & Architecture Governance
•
Oversees day-to-day global IT infrastructure operations, ensuring 24/7 availability, resiliency, and optimal performance of critical enterprise systems across cloud, data centers, networks, and compute environments.
•
Ensures and manages governance and maintenance of the Infrastructure Architecture landscape (servers, storage, network, hybrid cloud) and long-term technology roadmaps.
•
Leads product selection processes for new infrastructure technologies, collaborating with the Infrastructure Architecture team to evaluate architecture designs, solution capabilities, and technical suitability against corporate goals.
•
Develops comprehensive technical project plans and directs the lifecycle execution of complex global infrastructure deployment and modernization projects.
•
Works closely with the IT Infrastructure Automation team to implement IaC (Infrastructure as Code) and automation strategies, driving efficiency, reducing manual work, and accelerating service delivery.
•
Establishes robust enterprise monitoring and observability strategies to proactively detect and remediate infrastructure operational issues prior to business disruption.
2. IT Service Management (ITSM) & Helpdesk Operations
•
Serves as executive owner of global ITIL frameworks, directly managing end-to-end processes for Incident Management, Problem Management, Service Request Fulfillment, and Change Management.
•
Directs and operationalizes the Global IT Helpdesk function, establishing customer-first Service Desk standards, tier-1/tier-2 escalation flows, and operational SLAs/OLAs for global end-user support. Good understanding of a modern helpdesk environment using AI solutions to improve the user self-service experience.
•
Drives Major Incident Management (MIM) protocols, establishing swift war-room resolutions, root-cause investigations, post-incident reviews, and preventative problem management actions to reduce incident recurrence.
•
Leads Change Advisory Board (CAB) reviews, evaluating change impacts, roll-back plans, risk profiles, and scheduling to ensure zero unapproved or service-disrupting infrastructure changes.
•
Optimizes Service Request workflows and self-service portal offerings to streamline fulfillment speed and enhance internal user productivity.
3. Risk, Vendor Governance & Operations Leadership
•
Manages strategic vendor relationships, service providers, and contract negotiations for global hardware, software, cloud services, and outsourced support capabilities.
•
Establishes and maintains collaborative relationships with business site leaders, function process owners, and regional managers to assess operational IT risks and define risk-mitigation measures.
•
Ensures compliance with internal audit standards, security guidelines, regulatory frameworks, and enterprise IT governance practices.
•
Evaluates technical training needs across infrastructure and helpdesk teams, implementing structured development programs to foster operational excellence, continuous learning, and automation-first mindsets.
KEY PERFORMANCE INDICATORS
•
Infrastructure Availability & Uptime: Strict adherence to global uptime target SLAs across core servers, cloud, and network platforms.
•
Incident & MTTR Metrics: Reduction in Mean Time to Resolve (MTTR), Mean Time Between Failures (MTBF), and major outage frequency.
•
Helpdesk & Service Desk Performance: High First Contact Resolution (FCR) rates, low average speed to answer, high customer satisfaction (CSAT) scores, and strict SLA compliance for service requests.
•
Problem Management Effectiveness: Measurable decrease in recurring incidents through proactive root-cause fixes and Trend Analysis.
CONFIDENTIAL JD
•
Change Success Rate: High percentage of successful changes with zero emergency or unplanned changes causing high-severity outages.
•
Automation & Productivity: Operational hours saved, reduction in manual fulfillment, and adoption of automated self-service request pathways.
•
Project & Audit Delivery: On-time, on-scope, and on-budget execution of key initiatives alongside clean IT audit performance ratings.
KNOWLEDGE / SKILLS / COMPETENCIES
Technical Skills
•
IT Infrastructure Operations: Deep enterprise expertise in enterprise Data Center, Cloud Architecture (AWS/Azure), Network Engineering, and Compute/Storage management.
•
ITIL Expertise: Comprehensive knowledge of Incident, Problem, Change, and Service Request Management processes. ITIL v3/v4 certification preferred.
•
ITSM Operations: Good understanding of managing modern enterprise Helpdesk tools (e.g., ServiceNow, Remedy, Jira Service Management) and omnichannel end-user support operations.
•
Automation & Monitoring: Strong operational background in scripting/automation technologies (Ansible, Terraform, Python) and enterprise monitoring platforms (SolarWinds, Dynatrace, Datadog, Splunk).
•
Project Management & Evaluation: Strong command of project lifecycle management, solution evaluation frameworks, and vendor technical assessments.
•
IT Governance & Compliance: Robust knowledge of IT audit procedures, risk assessment, and IT service security compliance standards.
Soft & Leadership Skills
•
Exceptional written, verbal, and executive presentation skills; adept at explaining complex infrastructure and operational concepts to both technical staff and executive non-technical leaders.
•
Demonstrated cross-functional leadership skills with the ability to inspire, motivate, and direct multi-disciplinary global support teams.
•
Strong organizational skills, strategic planning aptitude, and failure-prevention mindset under high-pressure outage scenarios.
EXPERIENCE
•
15+ years of progressive leadership experience in IT Infrastructure Operations and IT Service Management within a complex global enterprise environment.
•
Proven track record of directly owning and optimizing ITIL processes (Incident, Problem, Change, Service Request) and managing global Service Desk operations.
•
Extensive experience managing complex hybrid infrastructure, vendor ecosystem contracts, and driving automation initiatives across operations.
TYPICAL EDUCATION
Bachelor's Degree in Computer Science, Information Technology, Engineering, or an equivalent combination of education and experience. Master's degree or MBA is a plus. Educational requirements may vary by geography.
Vera HUANG
M/whatsapp: +86 133 1173 0912
E: Vera.Huang@morganphilips.com