Service Owner – Infrastructure & Security Services

Overview

Own the global strategy, service ownership, governance, operational performance and continual improvement of critical infrastructure and security services delivered through the Global Capability Center (GCC), covering Workplace Services, Observability & Monitoring, IAM, IGA, Disaster Recovery & Technology Resilience, and Vulnerability Management.

What you'll do

• Own the global service strategy, roadmap, lifecycle, governance and performance of the assigned Infrastructure and Security services.
• Define service vision, operating model, standards, controls, KPIs, SLAs and OLAs aligned with enterprise priorities.
• Develop multi-year roadmaps, investment plans and continual-improvement backlogs.
• Balance resilience, security, user experience, cost, compliance and speed in service decisions.
• Act as the senior escalation and decision point for material service risks, major operational issues and cross-functional dependencies.
• Own the Workplace Services portfolio supporting offices, design centers, engineering labs, manufacturing sites and remote employees.
• Provide strategic direction for endpoint management, device lifecycle, endpoint security, software distribution, collaboration services, digital employee experience and Software Asset Management.
• Drive cloud management, automation, self-service, analytics and standardization while protecting operational stability.
• Improve user experience, device compliance, service reliability and lifecycle discipline across the global estate.
• Own global Identity and Access Management and Identity Governance & Administration service outcomes.
• Lead joiner-mover-leaver processes, access provisioning, role-based access control, access reviews, certifications, segregation of duties and identity lifecycle governance.
• Partner with Cyber Security and Enterprise Architecture to simplify secure access and advance Zero Trust controls.
• Ensure identity services meet internal-control, audit, regulatory and risk-management requirements.
• Define the enterprise observability strategy across infrastructure, cloud, network, workplace, applications and security domains.
• Build proactive monitoring, event correlation, service-health visualization, actionable alerting and executive reporting.
• Improve availability, reliability, performance, incident detection, root-cause analysis and operational decision-making.
• Advance AIOps, automation and analytics to reduce noise and enable predictive operations.
• Own technology-resilience strategy, disaster-recovery governance, execution readiness and recovery assurance.
• Define and govern recovery time objectives, recovery point objectives, backup standards, restoration assurance and recovery testing.
• Coordinate recovery exercises, evidence collection, issue remediation and executive reporting.
• Partner with Business Continuity, Applications, Infrastructure, Cloud, Security and Risk teams to improve end-to-end recoverability.
• Own the global Vulnerability Management service, operating model and governance framework.
• Establish consistent processes for asset discovery, vulnerability assessment, risk prioritization, remediation tracking, exception management and executive reporting.
• Drive remediation accountability across Workplace, Infrastructure, Cloud, Application and Security teams.
• Apply risk-based prioritization using asset criticality, threat context, exposure and vulnerability age to focus remediation effort.
• Build and scale high-performing Infrastructure and Security teams within the GCC, covering service leadership, engineering, operations, governance and automation.
• Lead structured knowledge transfer and service transition from regional teams and external suppliers into a sustainable global operating model.
• Develop technical career paths, leadership capability, succession plans and a culture of accountability and continual improvement.
• Provide global operational leadership for major incidents, service reviews, risk escalation, capacity planning and cross-functional decisions.
• Enable follow-the-sun support and clearly defined interfaces with regional and global technology teams where required.
• Manage strategic technology vendors, service integrators, licensing positions, contracts and supplier performance.
• Own service budgets, forecasts, investment proposals, productivity, automation and cost-optimization initiatives.
• Run executive service reviews covering performance, experience, risk, control health, resilience, transformation and investment.
• Serve as a trusted advisor to senior business and technology stakeholders globally.

What you'll need

• 15+ years of progressive IT experience, including at least 7 years in Infrastructure and/or Security leadership roles.
• Experience supporting a large, globally distributed enterprise technology environment.
• Demonstrated leadership across several of the following: Workplace Services, IAM, IGA, Observability, Disaster Recovery and Vulnerability Management.
• Experience operating in a Global Capability Center, shared-services organization or global operations model.
• Proven ability to lead geographically distributed teams, service transitions and strategic suppliers.
• Strong knowledge of IT service management, Zero Trust principles, cyber-security governance, technology resilience and risk management.
• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering or a related discipline.

Nice to have

• Experience at 25,000+ user scale.
• Experience in semiconductor, high-tech manufacturing or another engineering-intensive and intellectual-property-sensitive environment.
• ITIL 4 Managing Professional or equivalent service-management certification.
• CISSP, CISM, CRISC or an equivalent security/risk certification.
• Relevant Microsoft Security, Azure, Identity, cloud, resilience or platform certifications.

Details

• Location: Bangalore.
• Accountable for global service outcomes delivered through the Global Capability Center.