Cross Functional Lead – IT Infrastructure Managed Services

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.
• Manage cross-functional dependencies impacting service delivery.
• 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.

Customer & Executive Stakeholder Management

• 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.

Vendor & Partner Management

• 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.

Financial & Resource Governance

• 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:

• IT Infrastructure Operations
• Cloud Platforms (AWS, Azure, Google Cloud)
• Network Services (LAN, WAN, SD-WAN, Security)
• Data Center Operations
• End User Computing & Workplace Services
• Service Desk Operations
• Identity & Access Management
• Collaboration Platforms (Microsoft 365, Teams)
• Infrastructure Monitoring & Observability
• ITSM Platforms (ServiceNow, BMC, ServiceDesk Plus)

Preferred Certifications

• ITIL Foundation / ITIL Managing Professional
• PMP or PRINCE2
• SAFe Agilist (preferred)
• Microsoft Azure Certifications
• AWS Certifications
• ServiceNow Certifications (preferred)

Key Competencies

• Cross-Functional Leadership
• Executive Presence
• Strategic Thinking
• Service Integration Management
• Stakeholder Management
• Risk & Issue Management
• Conflict Resolution
• Program Governance
• Operational Excellence
• Vendor Management
• Presentation & Communication Skills
• Analytical & Data-Driven Decision Making

Success Metrics (KPIs)

• SLA Achievement
• Customer Satisfaction (CSAT)
• Service Availability
• Major Incident Reduction
• Backlog Reduction
• Change Success Rate
• Operational Efficiency Improvements
• Transformation Milestone Achievement
• Vendor Performance Compliance
• Financial and Resource Utilization Targets