SME Solution Architect - Digital Infra Services

Job Title: SME / Solution Architect - Digital Infra Services (Managed Services)

Location: Bangalore / India (Remote)

Experience: 15–20+ Years

Reporting To: VP / Head of Delivery / CIO

Role Overview

The Director – IT Infrastructure Services is a senior leadership role responsible for end-to-end ownership of Managed Infrastructure Services delivery, operational excellence, client engagement, and growth enablement. This role combines service delivery governance, operational leadership, presales/proposal capabilities, and strategic transformation across infrastructure domains.

Key Responsibilities

• Service Delivery & Operations Management
• Lead 24x7 managed services delivery across infrastructure towers (Compute, Network, Cloud, End User, Security).
• Own service quality, SLA/KPI adherence, and continuous improvement initiatives.
• Drive incident, problem, change, and capacity management aligned to ITIL best practices.
• Ensure operational efficiency through automation, standardization, and process optimization.
• Manage multi-geo delivery teams and global service models.
• Managed Services Governance
• Establish and enforce delivery governance frameworks (weekly, monthly, quarterly reviews).
• Define and track operational metrics, dashboards, and reporting cadence.
• Lead service improvement programs (CSI) and transformation initiatives.
• Ensure compliance, audit readiness, and risk management across accounts.
• Client Engagement & Stakeholder Management
• Act as primary escalation point for key enterprise clients.
• Build strong relationships with CIOs, CTOs, and business stakeholders.
• Drive customer satisfaction (CSAT), retention, and account growth.
• Lead executive business reviews (EBRs) and strategic roadmap discussions.
• Presales & Proposal Management
• Support and lead RFP/RFI/RFQ responses for infrastructure and managed services deals.
• Define solution architecture, operating models, and pricing strategies.
• Collaborate with sales teams to:
• Develop value propositions
• Build cost models (TCO, ROI)
• Present solutions to clients
• Drive solution standardization and reusable assets.
• Financial & Commercial Ownership
• Own P&L for managed services portfolio.
• Manage budgeting, forecasting, and cost optimization.
• Ensure margin improvement through productivity and automation.
• Track revenue realization, billing accuracy, and contract compliance.
• Transformation & Innovation
• Drive adoption of:
• Cloud (AWS, Azure, GCP)
• AIOps & Observability
• Automation (Python, Ansible, Terraform)
• DevOps & SRE practices
• Lead legacy modernization and infrastructure transformation programs.
• Build platform-led and outcome-based service models.
• People & Leadership
• Lead, mentor, and scale large delivery teams (100+ resources).
• Build succession planning and leadership pipeline.
• Drive employee engagement, retention, and capability development.
• Promote a culture of accountability, innovation, and customer focus.
  

• Strong experience in:
• Data Center & Hybrid Infrastructure
• Cloud Platforms (Azure/AWS/GCP)
• Network & Security Services
• End User Computing (EUC)
• Knowledge of ITIL, SRE, DevOps, and automation frameworks
  

• Strong delivery governance and operational excellence mindset
• Proven client-facing and stakeholder management skills
• Experience in large deal solutioning and proposal writing
• Strong financial acumen (P&L, cost optimization)
  

• ITSM tools (ServiceNow, BMC Remedy)
• Monitoring & Observability (Prometheus, Grafana, Dynatrace, Splunk)
• Automation (Python, Ansible, Terraform)
• Cloud-native and container platforms (Kubernetes, OpenShift)
  

• Bachelor’s degree in Engineering / Computer Science
• Certifications (preferred):
• ITIL Expert / Managing Professional
• Cloud Certifications (Azure/AWS Architect)
• PMP / Prince2
  

• SLA/KPI adherence and service quality
• Customer satisfaction (CSAT/NPS)
• Revenue growth & margin improvement
• Automation & efficiency gains
• Successful deal wins and proposal conversions
  

• Experience managing large-scale managed services engagements
• Strong blend of delivery + presales + transformation leadership
• Proven track record in handling enterprise/global clients
• Ability to operate at both strategic and execution levels