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Job Description & How to Apply Below
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 (Primary) 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.
About the Role
The APAC HCI Tower Lead is responsible for overseeing the operational delivery of HCI services for APAC customers, ensuring consistent service delivery, and managing customer relationships.
Responsibilities:
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 town halls 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.
TEAM & LEADERSHIP
The APAC HCI Tower Lead is expected to:
- 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
- Be a role model for professionalism and execution excellence
15+ years of End to End service Delivery execution in an APAC/Global experience is mandatory requirement for this role. (Span of control will be 250-300 resources based in India/Philippines). Travel
-5-10% (Noida/Philippines).
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