Service Delivery (Primary Focus)

•     Own the day-to-day delivery of the ESP service portfolio — patching, tech debt remediation, capacity management, CLM, and CNP — making sure each service is delivered effectively and reliably.

•     Act as the connective layer across all ESP services, driving consistency in how they are operated, measured, and reported.

•     Drive adherence to ITIL-based service management processes and operational standards across global teams and support groups.

•     Own portfolio-level service metrics, SLAs, and governance — turning data into clear status, risks, and recommended actions.

Service Review & Continuous Improvement

•     Establish and run a structured service review cadence across the portfolio — reviewing delivery performance, SLAs, availability, risks, and open actions, and tracking every action to closure.

•     Use your technical background to make these reviews substantive — asking the right questions of cloud, automation, and AI outcomes rather than simply tracking status.

•     Identify service improvements and gaps, and drive them to resolution with the accountable teams.

Transformation & Automation/AI Enablement

•     Look for opportunities to transform services by applying automation and AI — identifying where manual, repetitive, or fragile operational work could be improved.

•     Translate operational requirements into clear inputs for the automation and AI teams who build and deliver those capabilities — defining the problem, the desired outcome, and the operational context so they can execute effectively.

•     Partner with those teams throughout delivery, validating that what is built meets the operational need and lands cleanly in the service.

•     Use AI in your own day-to-day work — for analysis, reporting, documentation, and review preparation — to work faster and raise quality.

•     Help measure the impact of automation and AI initiatives on service quality, effort, and risk.

New Service Readiness

•     Prepare the operational delivery of new services and capabilities that are automated and leverage AI — with a focus on agentic delivery — defining the operating model, runbooks, SLAs, and customer engagement approach needed to bring them into steady-state operation.

•     Define how the operation evolves from human-run runbooks toward agent-assisted and autonomous operational workflows — including the guardrails, human-in-the-loop checkpoints, and oversight needed to run agentic services safely.

•     Establish how these AI-enabled and agentic services will be reviewed, measured, and supported day to day, so reliability is built in from launch.

•     Translate business and compliance requirements into structured, scalable service operating models for these new capabilities.

Stakeholder Engagement & Reporting

•     Drive execution across teams that do not report to you — operational and application teams, account owners, and business-unit stakeholders — through influence rather than authority.

•     Run structured escalation and engagement models that turn visibility into action and accountability.

•     Represent ESP service delivery in operational reviews, change advisory boards (CABs), and audits.

•     Provide clear, executive-ready reporting on delivery status, risks, dependencies, and outcomes.

Required Experience

•     Typically 10+ years of IT operations experience, with a proven record of owning end-to-end service delivery across multiple service lines — seasoning and demonstrated outcomes matter more than a precise year count.

•     Proven experience in ITIL-based service delivery within large-scale, complex enterprises.

•     A hands-on background supporting cloud environments (Azure and/or AWS) that you now use to make informed service decisions — you understand how these environments are operated, patched, monitored, secured, and recovered, without needing to run them yourself in this role.

•     A track record of delivering automation that gives you the judgment to recognize automation opportunities and define what the automation teams need to build.

•     Practical experience using AI, including exposure to agentic AI approaches — both to improve your own day-to-day work and to enhance services — with the ability to feed clear operational requirements to the teams delivering AI capabilities.

•     Demonstrated ownership of service-level outcomes across multi-team efforts (distinct from pure project management).

•     Experience driving execution across teams that do not report to you (influence without authority).

•     Hands-on experience with Jira, Confluence, and ServiceNow (or equivalents) for workflow tracking and documentation.

•     Bachelor''s degree in Computer Science, Information Systems, or a related discipline, or equivalent experience.

How You Work

•     You lead with service delivery discipline but think like a technologist — credible with engineering, cloud, and automation teams.

•     You are structured, organized, and relentless about closing actions and driving accountability.

•     You communicate clearly and concisely, and can shift from operational detail to executive summary as the audience requires.

•     You are comfortable operating independently and owning outcomes without day-to-day direction.

Preferred

•     Cloud certification in Azure and/or AWS.

•     ITIL Foundation or higher.

•     Familiarity with automation tooling  — Terraform, PowerShell, Python, Ansible, GitHub / GitHub Actions, and Azure DevOps — sufficient to engage credibly with the teams that deliver it.

•     ESP services are delivered consistently and reliably across the portfolio.

•     A dependable service review cadence is running, with actions tracked to closure.

•     Clear, well-formed automation and AI requirements are handed to the delivery teams, and the resulting improvements land cleanly in the services.

•     New automated and AI-enabled services — including agentic capabilities — are brought into operational delivery smoothly, with defined operating models, SLAs, and runbooks.

•     Measurable improvement in service quality and reduction in manual effort through transformation opportunities you surface.

•     Routine delivery outcomes are achieved independently, without escalation to the Director.

•     Performs other duties as assigned by the Director, IT Infrastructure & Operations.