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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Infrastructure Delivery Director - **Company:** Tech Mahindra Limited - **Location:** Vancouver, WA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Cloud Computing, Data Centers, Information Technology Operations, Network Security, User Environment Management, Mttr, Togaf, Information Technology, Cloud Optimization - **Published:** September 3, 2026 - **Apply:** https://www.dice.com/job-detail/775de8b2-f02f-47f1-9d81-e6af78ee12f0 ## About the Role The successful candidate will bring deep experience in complex, multi-tower infrastructure managed services environments, preferably within healthcare or other highly regulated industries. This leader must demonstrate executive presence, strong commercial discipline, the ability to improve customer confidence, and a proven record of leading large distributed teams through operational and transformational change., * 15+ years of experience in IT Infrastructure, Managed Services, IT Operations, or Technology Services. * 8+ years of senior leadership experience managing large-scale infrastructure managed services engagements. * Demonstrated experience managing complex, multi-tower infrastructure environments. * Experience working with healthcare customers or other highly regulated industries strongly preferred. * Strong understanding of ITIL/ITSM, SLA management, service governance, and operational excellence. * Experience managing large distributed teams across onsite, nearshore, and offshore locations. * Strong financial management experience, including P&L, margin, forecasting, and productivity. * Demonstrated experience with infrastructure transformation, automation, cloud, AIOps, and modernization. * Strong executive communication, stakeholder management, negotiation, and relationship-building skills. * Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline., * Experience managing $25M+ managed services engagements and/or 200+ person organizations. * Healthcare industry experience with understanding of healthcare technology ecosystems. * Experience with HIPAA, HITECH, HITRUST, SOC, cybersecurity, and business continuity requirements. * ITIL, PMP, TOGAF, or relevant professional certifications. * Experience leading large-scale transformation and outsourcing programs. * Experience implementing AI-driven operations, AIOps, automation, observability, and service orchestration. 5. Leadership Profile * The successful candidate is a customer-focused, commercially astute, and operationally strong technology leader who can balance day-to-day service excellence with long-term transformation. They should be comfortable operating with C-level executives, challenging the status quo, creating accountability across complex organizations, and turning customer pain points into measurable improvements and strategic opportunities. ## Description The Delivery Director will provide end-to-end leadership for a large-scale managed IT infrastructure services engagement supporting a healthcare customer. The role is accountable for service delivery performance, operational stability, customer governance, transformation execution, and measurable continuous improvement across infrastructure service towers., 2.1 Overall Service Delivery Leadership * Own end-to-end delivery of the managed infrastructure services engagement, including Compute, Cloud, Network, Telecom, Network Security, End User Computing, Field Services, Collaboration, Datacenter, Service Management and Operations. * Ensure delivery meets contractual commitments, SLAs, KPIs, service quality objectives, and customer expectations. * Establish a culture of operational excellence, accountability, proactive service management, and continuous improvement. * Drive resolution of major operational issues, escalations, service risks, and chronic performance challenges. * Ensure effective 24x7 operational coverage and robust incident, problem, change, and major incident management. 2.2 Customer and Executive Relationship Management * Serve as the senior delivery executive and trusted advisor to the healthcare customer. * Build strong relationships with CIO, CTO, CISO, Infrastructure, Application, Security, and Vendor Management leadership. * Establish credibility with stakeholders and proactively address customer concerns and areas of dissatisfaction. * Lead executive governance, service reviews, QBRs, operational reviews, and transformation discussions. * Develop and execute stakeholder engagement strategies to improve customer perception and strengthen the overall partnership. 2.3 Service Transformation and Modernization * Lead the transformation roadmap across the infrastructure environment, moving the engagement from reactive operations toward proactive, predictive, automated, and AI-enabled operations. * Identify opportunities for automation, AIOps, self-healing, observability, cloud optimization, and operational intelligence. * Establish continuous improvement programs focused on service stability, productivity, customer experience, and cost optimization. * Develop and execute modernization initiatives aligned with the customer's technology strategy. 2.4 SLA, KPI and Operational Performance * Own overall service performance against contractual SLAs, OLAs, KPIs and experience metrics. * Establish proactive performance management and early-warning mechanisms for potential SLA breaches. * Lead service improvement plans and recovery initiatives when performance falls below expectations. * Analyze trends across incidents, problems, changes, service requests, availability, capacity, vulnerabilities, and customer experience. * Drive measurable improvements in service stability, MTTR, SLA compliance, automation, productivity, and customer satisfaction. 2.5 Financial and Commercial Management * Own the financial performance of the engagement, including revenue, margin, cost, utilization, productivity, and forecast. * Identify and execute cost optimization and productivity opportunities. * Manage resource mix and capacity across onsite, nearshore, and offshore delivery models. * Partner with account and sales leadership to identify expansion, transformation, and professional services opportunities. * Support contract governance, scope management, change requests, and commercial discussions. 2.6 People and Organization Leadership * Lead and develop a large, geographically distributed delivery organization. * Establish clear accountability across tower leads, service managers, engineering teams, and support functions. * Build a high-performing leadership team with strong technical depth and customer orientation. * Identify skill gaps and drive hiring, succession planning, cross-skilling, and capability development. * Foster a culture of ownership, collaboration, innovation, and customer-centricity. 2.7 Governance, Risk and Compliance * Establish a strong governance framework spanning operational, tactical, and executive levels. * Maintain visibility into service risks, dependencies, major initiatives, audit items, security vulnerabilities, and business continuity risks. * Ensure effective governance across internal teams, customer stakeholders, and third-party vendors. * Drive timely escalation and resolution of critical risks and issues. 2.8 Vendor and Partner Management * Manage strategic technology and service-provider relationships supporting the infrastructure environment. * Establish clear RACI, performance expectations, escalation paths, and governance mechanisms. * Coordinate multiple vendors during major incidents, transformation programs, and infrastructure changes. * Hold partners accountable for service quality, contractual commitments, and continuous improvement. ## Related Videos - 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