HCI Tower Lead - APAC

Details

Job Description

Job Summary

The APAC HCI Tower Lead is a senior leadership role responsible for the end-to-end delivery of Hybrid Cloud & Infrastructure (HCI) Managed Services for US (Priamry) and EMEA customers.

This role ensures our customers receive stable, high-quality, and cost-effective services, while continuously improving delivery performance, operational maturity, and customer satisfaction.

The Tower Lead manages a team of Domain Leads and Delivery Managers and is accountable for service delivery execution (RUN), service governance, operational standards, and strategic improvement initiatives across people, process, and tooling.

Main Responsabilities

• Service Delivery Ownership (RUN)

• Own and lead the operational delivery of HCI services for APAC customers.
• Ensure consistent delivery across all in-scope infrastructure domains (compute, cloud, virtualization, storage, backup, monitoring, network/security interfaces, etc.).
• Maintain service stability, ensure SLA compliance, and drive strong execution in:
• Incident and Major Incident Management
• Problem Management and root cause elimination
• Change and Release Management
• Service reporting and governance
• Ensure the delivery model is scalable, reliable, and aligned with contractual commitments.
• Customer Management & Service Governance

• Act as the senior operational leader for key customers in the region.
• Build trusted relationships with customer stakeholders and ensure strong communication and transparency.
• Lead regular governance and operational cadence such as:
• Service review meetings
• SLA / KPI performance reviews
• Executive service status updates
• Ensure services are delivered according to agreed scope, service levels, and commercial conditions.
• Leadership & Team Management

• Lead a distributed regional team, ensuring strong collaboration and accountability.
• Set clear goals, priorities, and expectations across the delivery organization.
• Conduct structured team management routines:
• regular team briefings
• 1:1 meetings
• performance reviews and coaching
• service delivery townhalls when required
• Promote a culture of ownership, transparency, discipline, and continuous improvement.
• Support talent development, succession planning, and team growth.
• Strategy, Roadmap & Continuous Improvement

• Define and drive the regional strategy and roadmap for Hybrid Cloud & Infrastructure delivery in APAC.
• Align internal delivery improvements with:
• Stefanini operational standards
• customer roadmaps and priorities
• industry best practices
• Lead Continuous Service Improvement (CSI) initiatives across:
• service quality and customer experience
• operational efficiency and cost optimization
• tooling and automation improvements
• delivery consistency and standardization
• Performance Management & Reporting
  
  

• Monitor and improve delivery performance using clear operational metrics:
• SLA achievement and service availability
• incident volumes and trends
• MTTR, backlog, and aging
• customer satisfaction and escalation levels
• Identify delivery bottlenecks and implement corrective actions.
• Ensure consistent reporting quality and accuracy across customers and domains.
• Resource Planning & Operational Risk Management

• Validate and optimize resource allocation across domains based on:
• customer criticality and business impact
• workload volumes and complexity
• operational risks and service priorities
• Identify delivery risks early and implement mitigation plans.
• Ensure operational readiness for peak periods, transitions, and major changes.
  

• Lead with strong ownership and accountability
• Create structure and clarity across the delivery organization
• Ensure teams follow disciplined operational processes
• Maintain high standards for communication, quality, and customer focus
  
  

• Required Experience
• 10+ years in delivery leadership roles managing multi-technology IT teams
• 15+ years in IT infrastructure service delivery, program delivery, or technical operations
• Proven experience in managed services operations and customer delivery leadership
• Required Knowledge & Skills
• Strong understanding of enterprise infrastructure services, including:
• servers, virtualization, storage, backup, monitoring
• cloud platforms and hybrid environments
• security and network dependencies (interface level)
• Strong experience with cloud and infrastructure technologies such as:
• AWS, Azure, GCP
• VMware and/or other virtualization platforms
• on-prem and hybrid infrastructure stacks
• Strong leadership and people management skills
• Strong stakeholder management and customer communication skills
• Structured and analytical mindset (data-driven decision making)
• Ability to manage escalations, priorities, and critical situations calmly and effectively
  
  

• ITIL v3 / ITIL 4 (or equivalent service management framework)
• Cloud certifications (Azure / AWS / GCP)
• Infrastructure certifications (VMware, etc.)
• Program / project management certifications are an advantage (PMP, PRINCE2, etc.)
  
  

• Business fluent English (written and spoken)
• Strong executive-level communication skills (C-level readiness)
• Willingness to travel once a month to our delivery location(s) (Hyderabad \ Noida) and internationally when required.