VP IT infrastructure operation

Key responsibilities
Operations and service delivery
Lead 24×7 operations across desktop virtualisation and associated infrastructure, including Citrix, VMware, Microsoft, Wintel and networking environments, on premises and in the cloud.
Manage delivery leaders, operations managers and technical teams across L1, L2, L3 and L4; establish clear ownership, escalation paths and coordination across domains.
Build and maintain processes for business as usual operations, service transitions and operational readiness for new or expanded engagements.
Own SLA performance, service availability and capacity management; review delivery metrics and drive timely corrective actions.
Oversee NOC operations and infrastructure monitoring, ensuring alerts translate into timely action and service risks are addressed proactively.
Governance and customer management
Drive incident, problem and change management in line with ITIL practices, including major incident response, root cause analysis and prevention of recurring issues.
Ensure infrastructure compliance and operational governance, with awareness of ISO 20000 and ISO 27001 requirements.
Act as the senior escalation point for service delivery issues and manage customer expectations through clear communication and accountable resolution.
Engage senior customer stakeholders, including IT Heads and CIOs, through service reviews, performance discussions and improvement plans.
Monitor customer satisfaction and translate feedback into measurable service improvements.
Commercial and operational efficiency
Manage delivery costs, support budgets, resource utilisation and team productivity; identify opportunities to improve efficiency while sustaining service quality.
Drive cost optimisation through process improvements, innovation, automation and appropriate adoption of new technologies in ongoing operations.
Oversee annual maintenance contracts and software support arrangements, including renewals, service coverage and vendor performance.
Manage relationships with OEMs and technology partners, including Microsoft, Citrix, VMware and Nutanix, to support delivery and issue resolution.
People leadership and capability development
Define and review KRAs for delivery leaders and teams, linking individual accountability to service, customer and cost outcomes.
Coach and mentor managers and technical leaders; build management depth and succession capability.
Plan team capacity, skill development and training to meet current delivery commitments and future requirements.
Promote collaboration, disciplined execution and continuous improvement across operations.
Experience and capabilities
At least 12–14 years of relevant management experience in IT infrastructure or managed services operations, preferably with substantial desktop virtualisation exposure.
Experience leading teams of 100 or more, including managers and multiple technical domains in a 24×7 support environment.
Strong operational understanding of Citrix, VMware, Microsoft virtualisation, Wintel, networking and on premises and cloud infrastructure.
Practical experience with ITIL processes, NOC operations, monitoring tools, SLA management and customer satisfaction programmes.
Demonstrated success in delivery cost management, productivity improvement, automation, OEM engagement and software maintenance contract management.
Ability to manage senior stakeholders, resolve complex escalations and develop effective delivery leaders.

Work arrangement
No