Infrastructure Client Engagement Leader

Next Level Business Services Inc.; New Jersey; Presencial; USD 120 000 - 190 000; Tempo integral

Resumo da oferta

Next Level Business Services Inc. seeks an experienced Infrastructure Client Engagement Leader / Account Delivery Manager to own end-to-end infrastructure service delivery for a strategic enterprise account in the United States.

The role requires leading production support, middleware operations, automation, and strong P&L ownership. The candidate will engage with senior leadership, manage SLAs and KPIs, drive business development, and collaborate with Cloud, DevOps, Cybersecurity, and other

Qualificações

• Proven experience in Infrastructure Account Delivery or Service Delivery Management.
• Strong experience in IT Infrastructure Operations and Production Support.
• Experience managing enterprise infrastructure teams and accounts.
• Demonstrated experience with P&L, budgeting, forecasting, revenue, margins or financial ownership.
• Strong stakeholder and relationship management skills.
• Experience driving account growth and revenue expansion.
• Strong understanding of middleware technologies and enterprise integration.
• Experience with automation and operational efficiency initiatives.
• Knowledge of IT service management, SLA/KPI management, incident, problem and change management.
• Excellent analytical, problem-solving, communication and leadership skills.
• Ability to communicate effectively with technical teams, business stakeholders, and senior executives.

Responsabilidades

• Own end-to-end infrastructure account delivery and ensure service commitments are met.
• Lead infrastructure production support and operations teams.
• Oversee middleware operations and enterprise integration.
• Drive automation initiatives to improve operational efficiency.
• Monitor and manage SLAs, KPIs, service performance and operational metrics.
• Manage P&L, budgets, forecasting, resource utilization and financial performance.
• Drive account growth, revenue expansion and business development opportunities.
• Build and maintain strong relationships with stakeholders and senior leadership.
• Conduct regular service reviews, governance meetings and performance reporting.
• Identify operational gaps and implement continuous improvement initiatives.
• Ensure compliance with ITIL, ITSM, security, compliance and industry best practices.
• Collaborate with Cloud, DevOps, Application, Cybersecurity, Network, Database and other teams.
• Support infrastructure transformation, modernization, migration and optimization initiatives.
• Lead, mentor and develop infrastructure and delivery teams.
• Manage escalations, root-cause analysis and corrective actions.
• Identify opportunities for additional services and account expansion.
• Manage staffing, capacity planning, resource allocation and team performance.

Conhecimentos

Infrastructure account delivery

Account management

Service delivery management

IT infrastructure operations

P&L budgeting forecasting

Stakeholder management

Revenue growth & business development

Middleware & enterprise integration

Automation initiatives

ITIL ITSM knowledge

Communication & leadership

Formação académica

Bachelor's in CS/IT/Engineering/Business

Master's or professional certifications (plus)

Ferramentas

AWS

Azure

GCP

ITSM tools

Descrição da oferta de emprego

We are seeking an experienced Infrastructure Client Engagement Leader / Account Delivery Manager (ADM) to take end-to-end ownership of infrastructure service delivery for a strategic enterprise account.

The ideal candidate will have strong experience managing infrastructure operations, production support, middleware, automation, stakeholder relationships, service delivery, P&L, and account growth.

This role requires a strategic leader who can ensure operational excellence while identifying opportunities for account expansion and revenue growth through strong delivery and client engagement.

Key Responsibilities

• Own end-to-end infrastructure account delivery and ensure service commitments are met.
• Lead infrastructure production support and operations teams.
• Oversee middleware operations and enterprise integration.
• Drive automation initiatives to improve operational efficiency and reduce manual intervention.
• Monitor and manage SLAs, KPIs, service performance, and operational metrics.
• Manage P&L, budgets, forecasting, resource utilization, and financial performance.
• Drive account growth, revenue expansion, and business development opportunities.
• Build and maintain strong relationships with stakeholders and senior leadership.
• Conduct regular service reviews, governance meetings, and performance reporting.
• Identify operational gaps and implement continuous improvement initiatives.
• Ensure compliance with ITIL, ITSM, security, compliance, and industry best practices.
• Collaborate with Cloud, DevOps, Application, Cybersecurity, Network, Database, and other technology teams.
• Support infrastructure transformation, modernization, migration, and optimization initiatives.
• Lead, mentor, and develop infrastructure and delivery teams.
• Manage escalations, root-cause analysis, and corrective actions.
• Identify opportunities for additional services and account expansion.
• Manage staffing, capacity planning, resource allocation, and team performance.

Mandatory Skills & Experience

• Proven experience in Infrastructure Account Delivery, Account Management, or Service Delivery Management.
• Strong experience in IT Infrastructure Operations and Production Support.
• Experience managing enterprise infrastructure teams and accounts.
• Demonstrated experience with P&L, budgeting, forecasting, revenue, margins, or financial ownership.
• Strong stakeholder and relationship management skills.
• Experience driving account growth and revenue expansion.
• Strong understanding of middleware technologies and enterprise integration.
• Experience with automation and operational efficiency initiatives.
• Knowledge of IT service management, SLA/KPI management, incident, problem, and change management.
• Excellent analytical, problem-solving, communication, and leadership skills.
• Ability to communicate effectively with technical teams, business stakeholders, and senior executives.

Preferred Skills

• Cloud infrastructure experience with AWS, Azure, or GCP.
• ITIL / ITSM experience or certification.
• Knowledge of DevOps, CI/CD, Infrastructure as Code, and SRE practices.
• Understanding of cybersecurity, infrastructure security, risk, and compliance.
• Experience with infrastructure monitoring, observability, and AIOps.
• Experience with Agile, Scrum, Waterfall, or other project management methodologies.
• Experience with infrastructure modernization and cloud migration.
• PMP, ITIL, AWS, Azure, GCP, or other relevant certifications.

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related field.
• Relevant master's degree or professional certifications are a plus.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.