Cross Functional Lead – IT Infrastructure Managed Services

Info Way Solutions

Iowa

Hybrid

USD 120,000 - 160,000

Full time

2 days ago

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Job summary

Info Way Solutions seeks a Cross Functional Lead to orchestrate global IT Infrastructure Managed Services. You will oversee Service Desk, End User Computing, Network, Cloud, Security, Data Center, and Field Services, aligning teams to meet SLAs and drive transformation initiatives.

You will lead governance, performance reviews, and executive communications, partnering with vendors and customers to deliver steady, assured service improvements.

Qualifications

12–18+ years of experience in IT Infrastructure Services.
5+ years of leadership experience managing large-scale managed services programs.
Proven experience coordinating multiple infrastructure towers in enterprise environments.
Experience supporting global delivery models with onsite, offshore, and nearshore teams.
Strong customer-facing and executive engagement experience.

Responsibilities

Act as the central coordination point across all infrastructure service towers and ensure alignment of all teams.
Oversee end-to-end service delivery performance across all infrastructure domains and monitor service health and incidents.
Drive governance forums, risk management, and executive communications; support QBRs and service reviews.
Drive infrastructure modernization and transformation initiatives including cloud migrations and data center programs.
Establish operational metrics and dashboards; identify improvement opportunities and lead automation and backlog reduction.

Skills

Executive presence

Cross-functional leadership

Stakeholder management

Strategic thinking

Data-driven decisions

Customer engagement

Tools

ServiceNow

BMC

ServiceDesk Plus

Job description

Job Description -Cross Functional Lead – IT Infrastructure Managed Services

Location -Flexible / Hybrid (Client Site

Reports To Program Director / Service Delivery Executive

Position Summary

The Cross Functional Lead is responsible for driving integrated service delivery across all towers within a large-scale IT Infrastructure Managed Services program. This role acts as the single coordination point between Service Desk, End User Computing, Network, Cloud, Security, Data Center, Collaboration, Field Services, Vendors, and Customer stakeholders to ensure seamless delivery of services, achievement of SLAs, operational excellence, and successful execution of transformation initiatives.

The individual will be responsible for managing operational governance, service integration, cross-functional dependencies, risk management, escalation management, customer engagement, service improvement initiatives, and program-wide operational performance.

Key Responsibilities

Service Integration & Operational Governance

Act as the central coordination point across all infrastructure service towers.
Ensure alignment between Service Desk, End User Computing, Network, Cloud, Security, Data Center, Unified Communications, and Field Services teams.
Drive daily, weekly, and monthly operational governance forums.
Ensure compliance with contractual obligations, SLAs, OLAs, KPIs, and operational commitments.

Service Delivery Leadership

Oversee end-to-end service delivery performance across all infrastructure domains.
Monitor service health, operational backlog, incidents, service requests, changes, and problem management activities.
Drive operational excellence and service stabilization initiatives.
Ensure adherence to ITIL-based service management practices.
Coordinate major incident responses and executive communications.
Function as a trusted advisor to customer leadership.
Present operational reviews, service reports, risk assessments, and improvement plans.
Manage customer escalations through timely resolution and effective communication.
Facilitate Quarterly Business Reviews (QBRs), Service Reviews, and Steering Committee meetings.

Program Management & Transformation

Drive infrastructure modernization and transformation initiatives.
Coordinate execution of cloud migrations, workplace transformation, network modernization, data center initiatives, and automation programs.
Manage program risks, assumptions, issues, and dependencies.
Ensure transition-to-operations readiness for new services and projects.

Performance Management & Continuous Improvement

Establish operational metrics and performance dashboards.
Identify service improvement opportunities through trend analysis.
Drive automation, process optimization, and productivity improvements.
Lead backlog reduction and operational maturity initiatives.
Improve customer satisfaction and service experience.
Coordinate delivery activities involving OEMs, MSPs, Telco providers, and third-party vendors.
Monitor vendor performance and contractual commitments.
Support commercial governance and service reviews with external partners.
Support budget and resource planning activities.
Track project and operational costs.
Ensure optimal utilization of delivery teams.
Support forecasting, capacity planning, and workforce optimization.

Required Qualifications

Experience

12–18+ years of experience in IT Infrastructure Services.
5+ years of leadership experience managing large-scale managed services programs.
Proven experience coordinating multiple infrastructure towers in enterprise environments.
Experience supporting global delivery models with onsite, offshore, and nearshore teams.
Strong customer-facing and executive engagement experience.

Technical Knowledge

Strong understanding of: