Delivery & Practice Head- Infrastructure Services

Excelencia; Chennai District; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Excelencia is seeking a Practice Head- Infrastructure Services to lead end-to-end delivery across multiple client accounts, drive growth and profitability, and ensure service quality and customer satisfaction. The role emphasizes ITIL-based operations, governance, and people development.

Responsibilities include managing SLAs/KPIs, P&L, delivery standards, and strategic program execution, with a focus on Cloud, Hybrid Infrastructure, Data Center, and Security services.

Qualifications

• Bachelor's degree in CS/IT/Engineering or equivalent.
• 18+ years of IT Infrastructure experience; 8+ years in senior delivery leadership.

Responsibilities

• Own delivery of infrastructure managed services and transformation programs across multiple client accounts.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Drive ITIL-based service management and operational excellence.
• Manage service reviews, governance forums, and executive stakeholder communications.
• Oversee incident, problems, change, availability, capacity, and continuity management processes.
• Ensure service quality, customer satisfaction, and continuous improvement.
• Establish delivery standards, methodologies, and operational frameworks.
• Monitor delivery health, risks, escalations, and remediation plans.
• Manage P&L responsibility for infrastructure delivery portfolios.
• Drive compliance with organizational policies, security standards, and regulatory requirements.
• Build trusted relationships with client executives and key stakeholders.
• Act as executive escalation points for delivery-related issues.
• Identify opportunities for service improvements and value creation.
• Conduct Quarterly Business Reviews (QBRs) and strategic planning sessions.
• Define and execute the infrastructure practice vision and roadmap.
• Develop service offerings around Cloud, Hybrid Infra, Data Center, Network, Cybersecurity, EUC, DevOps & Platform Engineering, Infra Automation.
• Drive innovation and modernization initiatives.
• Establish best practices and reusable frameworks.
• Support sales teams in client pursuits and opportunities.
• Lead infrastructure solution architecture and pricing reviews.
• Participate in RFPs/RFIs and proposal development.
• Present solutions to executive stakeholders and customers
• Drive account mining and cross-selling opportunities.
• Support contract negotiations and commercial discussions
• Own practice and delivery financial performance.
• Manage budgets, forecasting, and cost optimization initiatives.
• Ensure revenue realization and margin improvement.
• Monitor resource costs and productivity metrics.
• Drive operational efficiency through automation and standardization.

Skills

Cloud Platforms

Multi-cloud operations

Network Security

ITIL

Observability

Disaster Recovery

End User Computing

Infrastructure as Code

DevOps

SRE Practices

Education

Bachelor's degree in CS/IT/Engineering

Tools

ITIL Expert / ITIL 4 Managing Professional

Job description

Job Title: Practice Head- Infrastructure Services

Job Summary

The Infrastructure Delivery & Practice Head is responsible for leading the end-to-end delivery of infrastructure services across multiple clients while driving the growth, capability development, and profitability of the Infrastructure Practice. The role ensures operational excellence, customer satisfaction, service quality, workforce development, innovation, and alignment with organizational goals.

Reporting Line and Location

Key Responsibilities

Service Delivery Management

• Own delivery of infrastructure managed services and transformation programs across multiple client accounts.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Drive operational excellence through ITIL-based service management practices.
• Manage service reviews, governance forums, and executive stakeholder communications.
• Oversee incident, problems, change, availability, capacity, and continuity management processes.
• Ensure service quality, customer satisfaction, and continuous improvement.

Delivery Governance 1st

• Establish delivery standards, methodologies, and operational frameworks.
• Monitor delivery health, risks, escalations, and remediation plans.
• Manage P&L responsibility for infrastructure delivery portfolios.
• Drive compliance with organizational policies, security standards, and regulatory requirements.

Customer Relationship Management

• Build trusted relationships with client executives and key stakeholders.
• Act as executive escalation points for delivery-related issues.
• Identify opportunities for service improvements and value creation.
• Conduct Quarterly Business Reviews (QBRs) and strategic planning sessions

Practice Development

• Define and execute the infrastructure practice vision and roadmap.
• Develop service offerings around: Cloud Services (Azure, AWS, GCP), Hybrid Infrastructure, Data Center Operations, Network Services, Cybersecurity Operations, Workplace Services, DevOps and Platform Engineering, Infrastructure Automation
• Drive innovation and modernization initiatives.
• Establish best practices and reusable frameworks.

Business Development and Pre-sales

• Support sales teams in client pursuits and opportunities.
• Lead infrastructure solution architecture and pricing reviews.
• Participate in RFPs, RFIs, and proposal development.
• Present solutions to executive stakeholders and customers
• Drive account mining and cross-selling opportunities.
• Support contract negotiations and commercial discussions

Operational discipline

• Own practice and delivery financial performance.
• Manage budgets, forecasting, and cost optimization initiatives.
• Ensure revenue realization and margin improvement.
• Monitor resource costs and productivity metrics.
• Drive operational efficiency through automation and standardization.

Required Qualifications

• Education: Bachelor’s degree in computer science, Information Technology, Engineering, or equivalent.
• Experience: 18+ years of IT Infrastructure experience.
• 8+ years in senior delivery leadership roles.
• Proven experience managing large-scale infrastructure operations and transformation programs.
• Experience managing multi-million-dollar managed services portfolios.
• Strong experience working with global delivery models Core Skills and Competencies

• Technical skills: Cloud Platforms (Azure, AWS, GCP)
• Multi-cloud operations
• Network & Security Services
• IT Service Management (ITIL)
• Infrastructure Monitoring & Observability
• Disaster Recovery & Business Continuity
• End User Computing (EUC)
• Automation & Infrastructure as Code
• DevOps & SRE Practices
• Preferred Certifications: ITIL Expert / ITIL 4 Managing Professional