Director, Advanced Infrastructure

About the Role

Seeking a Director of Advanced Infrastructure will focus on strategy, engineering and advanced infrastructure engineering services for $13B AGCO organization. The leader is accountable for subfunctions of infrastructure and includes the strategy, advancement of datacenter, network, hosting, end user services, infra-apps and AD/O365 functions. This role ensures that the infrastructure advancement, strategy, promote operational services to MSP, and hand and hand working with the MSP Leads, operational leads and working with customers for infrastructure requirements to be satisfied part of the overall strategies.

This leadership role involves leading a team of sub functional domain managers, senior managers, leads and making sure end to end advanced infrastructure services are optimized and advanced with maturity models. The role is accountable for the digital enterprise infrastructure, cloud engineering, and network modernization and implementing projects associated with infrastructure services. Overall accountability includes Hardware, software and people management of infrastructure and close to total budget accountability $40m/year.

• Service Management
  :
  Oversee the delivery of application support services, ensuring compliance with SLAs and performance standards. Manage client expectations and ensure high levels of customer satisfaction.
• Vendor/Partner Management
  :
  Manage relationships with third‑party vendors and service providers, ensuring they deliver high‑quality services and meet contractual obligations. Include managing vendor relationships in a managed services context.
• Incident Management
  :
  Accountable for application‑related incidents and problems, ensuring minimal disruption to client operations. Focus on proactive incident management and root cause analysis.
• Change Management
  :
  Oversee the implementation of application changes and updates, ensuring they are delivered on time and with minimal impact on users. Manage client communications and expectations during changes.
• Continuous Improvement
  :
  Identify opportunities for improving application services and processes and implement changes to enhance service delivery. Emphasize the importance of continuous improvement in a managed services context.
• Stakeholder Communication & Engagement
  :
  Act as the primary point of contact for stakeholders, providing regular updates on service performance and addressing any concerns or issues. Manage client relationships and ensure alignment with client business needs.
• Team Leadership
  :
  Act as a mentor for a team of application support professionals, providing guidance, training, and performance feedback. Highlight the importance of leading a team in a managed services environment.
• Problem Management
  :
  Accountable for the resolution of problems, ensuring timely submission of Root Cause Analysis and effective solutions are delivered. Ensure Root Cause Analysis are available in Knowledge Repository.
• Reporting and Analysis
  :
  Monitor and report on service delivery performance, identifying areas for improvement and implementing corrective actions. Include reporting to clients and ensuring transparency in service delivery.
• Escalation Management
  :
  Handle escalations from customers and internal stakeholders, ensuring issues are resolved promptly and satisfactorily. Emphasize managing client escalations and ensuring high levels of customer satisfaction.
• Release Management
  :
  Oversee the planning, scheduling, and execution of software releases (enhancements), ensuring they are delivered on time, within scope, and of high quality. Coordinate with various teams to ensure seamless integration and deployment of new application features and updates with scalable process in place.
• Accountable for Service Delivery Metrics for applications & infrastructure in scope.
• Contract Compliance
  :
  Monitor adherence to contractual terms, including scope, SLAs, deliverables and service penalties. Support contract renewals and renegotiations as needed.

• Bachelor's degree or higher in computer science, information systems, or related field.
• Proven experience as a Service Delivery Manager or in a…