Service Delivery & Operations • Oversee daily operations of infrastructure services (compute, storage, virtualization, data center facilities, and cloud platforms) • Ensure availability, reliability, and performance meet agreed SLAs and OLAs • Monitor operational health, capacity, and service performance metrics • Drive restoration during major incidents and ensure timely resolution • Ensure operational readiness for releases, patches, and changes • Govern backup, recovery, and operational resiliency processes 2. Vendor & MSP Governance • Act as primary operational interface with Managed Service Providers • Conduct daily/weekly operational reviews and service performance tracking • Enforce contractual SLAs, KPIs, and penalty/credit mechanisms • Validate work quality, change execution, and incident handling • Escalate and manage vendor performance issues • Drive continuous improvement plans with vendors 3. Stakeholder Management • Serve as single point of contact for business units regarding infrastructure services • Communicate outages, risks, maintenance, and service performance • Provide operational reporting and executive service summaries • Partner with application, security, and architecture teams to align operations with business priorities • Manage expectations and coordinate service recovery during high-impact incidents 4. Incident, Problem & Change Governance • Lead major incident coordination and communication • Ensure root cause analysis (RCA) and preventive actions are completed • Govern infrastructure changes through CAB process • Identify recurring issues and drive permanent remediation • Maintain operational runbooks and knowledge documentation 5. Service Performance & Continuous Improvement • Define and track operational KPIs (availability, MTTR, change success rate*** capacity utilization) • Drive automation, operational efficiency, and cost optimization initiatives • Identify service gaps and implement improvement plans • Ensure monitoring coverage and alert accuracy • Support operational readiness for new technologies and migrations 6.