Director - Infrastructure Services 3

3202 GENPACT CANADA SERVICES COMPANY; Trois-Rivières; Hybrid; CAD 85,000 - 145,000; Full time

Job summary

Genpact is seeking a Director - Infrastructure Services to lead ITSM strategy and governance in Canada. The role focuses on defining policies, overseeing service desk operations, and driving continuous improvements aligned with business needs.

You will collaborate with stakeholders, manage vendor contracts, and ensure ITIL-compliant service delivery while mentoring the ITSM team. This senior position emphasizes leadership in a fast-moving, innovation-driven environment.

Qualifications

• Bachelor-level IT degrees or equivalent in a related field.
• Experience leading ITSM programs and aligning IT services with business goals.
• Strong vendor management and contract oversight capabilities.
• Familiarity with ITIL practices and service delivery metrics.

Responsibilities

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

Skills

ITSM

Vendor management

ITIL

Stakeholder collaboration

Agile Methodology

Applications Support

Cloud applications

Language proficiency

Education

Bachelor's degree in Computer Engineering

Bachelor's degree in Database Management

Bachelor's degree in Information Systems

Bachelor's degree in Information Technology

Bachelor's degree in Network Engineering

Tools

Oracle Exadata Database Machine

Oracle Solaris

ERP systems

Job description

Director - Infrastructure Services

Ready 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.

• 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.

• Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering
• Certifications AWS 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 - GenpactGenpact

• Agile 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}
• Language English (Required)
• Language Proficiency - Proficient - C2

Additional Job Location - Job Type Regular Master Skill List - Infrastructure Services Remote Type - Office Work Shift - Day Job (Canada) Compensation Range- 85,000 to 145,000 CAD

Why 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 progress

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.