[LPS] Service Delivery Director - IT Infrastructure (System Integrator)

Lenovo PCCW Solutions; Santo Niño 1st; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

Lenovo PCCW Solutions seeks a seasoned Service Delivery Director to lead enterprise infrastructure, security, and managed services across multiple client environments. You will own service excellence, governance, and financial performance within a System Integrator setting.

The role requires deep expertise in on-prem and hybrid platforms, executive stakeholder engagement, and leadership of large technical teams to achieve SLAs, KPIs, and growth targets.

Qualifications

• 15+ years in Infrastructure Operations, Managed Services or IT Service Delivery.

Responsibilities

• Lead end-to-end delivery of infrastructure, security, and managed services across multiple client environments.
• Establish governance, controls, and financial accountability (P&L) for service lines.
• Drive continual service improvement and customer satisfaction at executive levels.
• Mentor and develop a high-performing team of managers, architects, and engineers.
• Partner with Sales/Pre-Sales to support bids, renewals, and expansions.

Skills

Leadership

P&L ownership

Client engagement

Governance

ITIL

Strategic thinking

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

Nutanix

VMware

Windows Server

Red Hat Linux

Splunk

Elastic Stack

Grafana

Kibana

AppDynamics

Dynatrace

BMC Helix

ITIL

Job description

[LPS] Service Delivery Director - IT Infrastructure (System Integrator)

We are seeking a highly experienced and strategic Service Delivery Director to lead the delivery, operations, and growth of enterprise infrastructure, security, and managed services across multiple client environments. This leadership role is accountable for service excellence, customer satisfaction, people management, resource optimization, and P&L performance within a System Integrator (SI) environment.

The successful candidate will possess deep expertise in on-premises and hybrid infrastructure platforms, including Nutanix, VMware, Windows, Red Hat Linux, enterprise storage, network, security, database, observability, and SIEM platforms, while driving operational excellence, financial performance, and workforce development.

This role requires a strong blend of business leadership, service management, technical governance, client engagement, and financial accountability.

Responsibilities:

Service Delivery & Customer Success

Lead end-to-end delivery of infrastructure, security, and managed services across multiple customer environments.

Ensure achievement of contractual obligations, SLAs, KPIs, service quality targets, and customer satisfaction objectives.

Serve as the executive escalation point for major incidents, operational issues, and critical customer concerns.

Conduct executive service reviews and establish trusted advisor relationships with key client stakeholders.

Drive continual service improvement initiatives to enhance service quality, operational efficiency, and customer experience.

Infrastructure & Technical Leadership

Provide strategic oversight across enterprise infrastructure environments including:

• Windows Server and Red Hat Linux


• Enterprise Storage (Dell EMC, Pure Storage, NetApp, Elastic Storage)


• Network and Security Infrastructure


• Database Platforms


• SIEM and Security Analytics (Splunk, Elastic Stack, Grafana, Kibana)


• Monitoring and Observability Platforms (AppDynamics, Dynatrace, BMC Helix)

Ensure infrastructure availability, resilience, performance, security, capacity management, backup, disaster recovery, and compliance requirements are met.

Govern ITIL processes including Incident, Problem, Change, Configuration, Capacity, and Availability Management.

Drive automation, standardization, and operational transformation initiatives.

People & Resource Management

Lead, mentor, and develop a high-performing organization comprising Service Delivery Managers, Technical Managers, Architects, Team Leads, and Engineering teams.

Manage workforce planning, recruitment, succession planning, skills development, and employee engagement.

Ensure optimal resource allocation and utilization across customer accounts and service portfolios.

Establish performance objectives, KPIs, career development plans, and leadership development programs.

Foster a culture of accountability, customer-centricity, continuous improvement, and technical excellence.

Own and manage the P&L for managed services and infrastructure delivery portfolios.

Develop annual budgets, forecasts, resource plans, and financial performance targets.

Drive revenue growth, profitability, margin improvement, and operational efficiency.

Monitor service delivery costs, resource utilization, contract profitability, and financial performance metrics.

Partner with Sales and Pre-Sales teams to support bids, solution reviews, contract renewals, and service expansion opportunities.

Identify cost optimization and productivity improvement initiatives while maintaining service quality.

Business & Governance

Establish governance frameworks and operational controls to manage risk, compliance, and service performance.

Ensure adherence to industry standards and regulatory frameworks such as ISO 27001, CIS, NIST, IM8, and organizational security policies.

Collaborate with internal stakeholders to align service delivery strategy with business objectives and growth targets.

Requirements:

Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.

15+ years of experience in Infrastructure Operations, Managed Services and IT Service Delivery.

Minimum 7 years in a senior leadership role managing large technical teams and customer-facing service organizations.

Proven experience within a System Integrator (SI), Managed Services Provider (MSP), or Technology Services environment.

Demonstrated ownership of P&L, budget management, resource planning, and operational performance.

Strong experience managing large-scale enterprise infrastructure environments.

Technical Expertise

Microsoft Windows Server and Red Hat Enterprise Linux.

Enterprise Storage, Backup, Disaster Recovery, and Business Continuity solutions.

Network, Security, and Data Center Operations.

SIEM and Analytics platforms including Splunk and Elastic Stack.

Monitoring and AIOps platforms such as AppDynamics, Dynatrace, and BMC Helix.

ITIL-based Service Management and IT Operations Governance.

Infrastructure automation and operational optimization practices.

Preferred Certifications

ITIL v4 Foundation / Managing Professional

PMP or equivalent Project Management certification

VMware Certified Professional (VCP)

Nutanix Certified Professional (NCP)

CISSP, CISM, or equivalent security certification

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