Director - Infrastructure Services 3

GENPACT CANADA SERVICES COMPANY; Quebec; On-site; CAD 85,000 - 145,000; Full time

Job summary

Genpact Canada Services Company seeks a Director of Infrastructure Services to lead ITSM strategy, governance, and service delivery. The role partners with stakeholders to ensure IT services align with business goals and drive ongoing improvements across incident management and service desk operations.

Ideal candidates bring cloud, data, and infrastructure leadership experience, strong vendor management skills, and a track record of delivering measurable outcomes in a large enterprise

Qualifications

• Bachelors degrees in computer engineering, information technology or information systems.
• Industry certifications aligned to ITSM and cloud platforms (AWS/Azure/ITIL).
• Experience leading ITSM programs with governance and metrics.

Responsibilities

• Develop and implement ITSM strategy and roadmap.
• Define ITSM policies, procedures, and standards.
• Collaborate with key stakeholders to align IT services with business needs.
• Oversee IT service desk operations and incident management processes.
• Monitor and continuously improve IT service delivery performance.
• Lead IT service improvement initiatives and projects.
• Ensure compliance with ITIL best practices and industry standards.
• Provide guidance and support to ITSM team members.
• Analyze IT service metrics and KPIs to drive operational excellence.
• Manage vendor relationships and contracts related to ITSM tools and services.

Skills

Agile Methodology

Cloud Applications

Database Administration

Change Management

Server Infrastructure

People Leadership

Security Operations Management

Education

Bachelors - Computer Engineering

Bachelors - Information Technology

Bachelors - Information Systems

Tools

AWS Cloud Practitioner

AWS Solutions Architect

Azure Solutions Architect Expert

ITIL Foundation

Job description

Director - Infrastructure ServicesReady to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.Job Description• Develop and implement ITSM strategy and roadmap; • Define ITSM policies, procedures, and standards; • Collaborate with key stakeholders to ensure alignment of IT services with business needs; • Oversee IT service desk operations and incident management processes; • Monitor and continuously improve IT service delivery performance; • Lead IT service improvement initiatives and projects; • Ensure compliance with ITIL best practices and industry standards; • Provide guidance and support to ITSM team members; • Analyze IT service metrics and KPIs to drive operational excellence; • Manage vendor relationships and contracts related to ITSM tools and services. • Develop and implement ITSM strategy and roadmap; • Define ITSM policies, procedures, and standards; • Collaborate with key stakeholders to ensure alignment of IT services with business needs; • Oversee IT service desk operations and incident management processes; • Monitor and continuously improve IT service delivery performance; • Lead IT service improvement initiatives and projects; • Ensure compliance with ITIL best practices and industry standards; • Provide guidance and support to ITSM team members; • Analyze IT service metrics and KPIs to drive operational excellence; • Manage vendor relationships and contracts related to ITSM tools and services.QualificationsBachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network EngineeringCertificationsAWS Certified Cloud Practitioner - PluralsightPluralsight, AWS Certified Solutions Architect - Associate - UdemyUdemy, Azure Solutions Architect Expert - MicrosoftMicrosoft, ITIL Foundation Certificate in IT Service Management - AxelosAxelos, TECHBRIDGE - AWS CLOUD PRACTITIONER - GenpactGenpactRequired SkillsAgile Methodology, Agile Methodology, Applications Support, Backup Management, Change Management, Client Relations, Cloud Applications, Collaboration Tools, Database Administration, Database Maintenance, Database Management, Database Monitoring, Design Thinking, Enterprise Resource Planning (ERP), Executive Presence, Inclusion, Modernizing Operations, Oracle Exadata Database Machine, Oracle Solaris, OS management, People Leadership, Personal Effectiveness, Risk Management, Security Operations Management, Server Infrastructure {+ 4 more}LanguageEnglish (Required)Language Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -Infrastructure ServicesRemote Type -OfficeWork Shift -Day Job (Canada)Compensation Range-85,000 to 145,000 CADWhy join Genpact?• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter• Make an impact – Help global enterprises solve business challenges that matter• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s build tomorrow together.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.