Enterprise Architect - Program & Project Management

Job Summary

Job Description Delivery Unit Head (Digital Foundation Services)Role Title: Delivery Unit Head (DU Head)Designation: Associate Director

Band: E6.1
Function: Digital Foundation Services (DFS)
Location: India (Global Delivery Responsibility

--- Role Overview

A senior leadership role responsible for end-to-end global delivery of Digital Foundation Services across multiple enterprise clients. The role owns** delivery strategy, operations, P&L, transformation, and customer satisfaction**, ensuring scalable, resilient, and innovation-driven services aligned to business outcomes.

The DU Head acts as a trusted partner to CXO stakeholders, driving operational excellence, automation-led transformation, and margin optimisation across a distributed global delivery model.

Scope of Services (Digital Foundation Services)

Accountable for integrated delivery across:

• Hybrid Cloud & Data Center Services (Private, Public, Multi-cloud)

• Workplace & End User Computing (EUC) (VDI, digital workplace, endpoint services)

• Network Services (LAN/WAN, SD-WAN, connectivity, telecom)

• Cybersecurity Operations (SOC, IAM, vulnerability management, compliance)

• Platform & Infrastructure Services (OS, database, middleware, storage, backup)

• Service Integration & Management (SIAM) / ITSM (ITIL-based)

• Automation, AIOps & Observability platforms

• Transformation programs (Cloud migration, DC exit, modernization)

--- ## Key Responsibilities

Key Responsibilities1. Delivery Leadership & Operational Excellence

• Own end-to-end service delivery across global engagements with 24x7 operations

• Ensure SLA/KPI adherence, service quality, and operational stability

• Establish strong governance frameworks, reporting cadence, and audit compliance

• Monitor delivery health, risks, escalations, and drive timely resolution

2. P&L and Financial Management

• Own P&L for large portfolios (~$50M–$100M+)

• Drive cost optimisation, productivity, and margin improvement (DRC initiatives)

• Ensure accurate forecasting, billing, revenue assurance, and cost governance3. Customer & Stakeholder Management

• Build strong relationships with CIOs, Infrastructure Heads, and CXOs

• Lead governance forums, steering committees, and executive reviews

• Act as single point of accountability for delivery outcomes

• Drive customer satisfaction (CSAT) and business alignment4. Transformation & Innovation

• Lead cloud transformation, infrastructure modernisation, and automation programs

• Drive AI/GenAI, AIOps, and automation-led delivery models

• Identify and execute value creation initiatives (cost savings, productivity, experience improvement)

• Expand service scope and support deal growth and renewals5. Delivery Governance & Compliance

• Ensure strict adherence to ITIL processes (Incident, Problem, Change, Release)

• Drive process standardisation, audit readiness, and regulatory compliance

• Maintain quality assurance and continuous service improvement frameworks6. People Leadership & Capability Development

• Lead large, global teams (100+ FTEs, multi-location delivery)

• Drive resource optimisation, utilisation improvement, and attrition control

• Build strong leadership bench and succession plans

• Foster a culture of ownership, accountability, and continuous improvement7. Risk, Change & Program Management

• Identify, assess, and mitigate delivery and contractual risks

• Oversee transition, transformation, and large-scale change programs

• Ensure seamless integration of new services, technologies, and delivery models

Skill Requirements

Required Experience & Skills Core Experience

• 15+ years in IT Infrastructure / Cloud / Managed Services delivery

• Strong experience in global delivery model (offshore–onsite)

• Proven track record managing large-scale infrastructure operations and transitions

• Experience managing P&L and large enterprise portfolios Technical & Functional Expertise

• Strong knowledge across Cloud (AWS/Azure/GCP), Data Center, Network, EUC, Security

• Deep understanding of ITIL/ITSM frameworks and service operations

• Experience with automation, observability, and digital operations platforms

• Exposure to cloud migration, DC transformation, and modernization programs Leadership Capabilities

• Strong CXO-level communication and stakeholder management

• Ability to lead large distributed teams and multi-vendor environments

• Strong analytical, decision-making, and problem-solving skills

• Proven ability to drive transformation, growth, and customer outcomes

--- Education & Certifications

• Bachelor’s or Master’s degree in Engineering / Technology / Management

• ITIL Certification (Intermediate/Expert preferred)

• Cloud Certifications (AWS / Azure / GCP) – desirable

Other Requirements

Success Metrics (Outcomes-Oriented)

• SLA / KPI adherence and service stability improvement

• CSAT improvement and client retention

• Margin expansion and cost optimisation

• Automation adoption and productivity gains

• Successful delivery of transformation programs

• Revenue growth and account expansion