Director

Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients

from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through

end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and

design capabilities coupled with deep domain understanding. We combine services and products to maximize

business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science

& healthcare industries. 

Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep

technology and domain experts, and global teams. Incedo University, our learning platform, provides ample

learning opportunities starting with a structured onboarding program and carrying throughout various stages of

your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible

career paths allow you to grow into a program manager, a technical architect or a domain expert based on your

skills and interests. 

Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies


• Bridging the gap between business and technology

Role Description

The Senior Delivery Lead – Cloud & Infrastructure Managed Services is fully accountable for end-to-end delivery of Cloud and IT Infrastructure Managed Services accounts. This role owns service stability, operational excellence, client satisfaction, financial performance, and continuous modernization across hybrid cloud and enterprise infrastructure environments.

The role demands deep Cloud and Infrastructure domain expertise, strong managed services governance, and the ability to operate as a single point of accountability for high-availability, business-critical environments.

End-to-End Account & Delivery Ownership (Managed Services Focus)

• Own complete managed services delivery lifecycle across Cloud and Infrastructure accounts — transition, stabilization, steady state, and transformation.


• Be personally accountable for 24×7 service delivery covering compute, storage, virtualization, networks, security, and cloud platforms.


• Own and govern contractual SLAs, KPIs, OLAs, availability, performance, and compliance commitments.


• Drive delivery governance, operational cadence, service reviews, and escalation management.


• Lead service transitions, scope expansions, cloud migrations, and service transformations with zero or minimal business disruption.


• Ensure consistent delivery across L1, L2, and L3 managed services support models.

Client Ownership & Strategic Relationship Management

• Act as the primary client owner for Cloud & Infrastructure Managed Services accounts.


• Build strong long-term relationships with client IT, operations, and leadership teams.


• Position yourself as a trusted Cloud & Infrastructure advisor, not just a service manager.


• Lead QBRs, MBRs, service governance forums, and executive reviews with strong operational and business insights.


• Proactively identify service risks, capacity constraints, performance issues, and improvement opportunities.


• Own and resolve critical incidents and escalations end-to-end with accountability and urgency.


• Partner with sales and leadership on renewals, expansions, and managed services growth opportunities.

Service Delivery & Operational Excellence (Cloud & Infra)

• Ensure high availability, reliability, and performance of Cloud and Infrastructure environments.


• Own service delivery across:




• On-prem and hybrid infrastructure


• Public cloud (IaaS-focused operations)


• Monitoring, backup, patching, and capacity management




• Drive incident, problem, and change management aligned with ITIL best practices.


• Lead root cause analysis (RCA) and preventive actions to reduce repeat incidents.


• Drive automation, self-healing, monitoring optimization, and left-shift strategies.


• Establish and track service health dashboards and operational metrics.

Technical Skills

• Strong ownership mindset with end-to-end accountability.


• Excellent client communication and executive presence.


• Deep operational understanding of Cloud & Infrastructure Managed Services.


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


• Ability to operate in high-availability, SLA-driven environments

Nice-to-have skills

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Practice Building & Organizational Contribution

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  • Contribute to Cloud & Infrastructure Managed Services practice maturity and scalability.
  
  
  • Drive standardization of delivery frameworks, runbooks, and automation assets.
  
  
  • Share best practices across accounts and mentor future delivery leaders.
  
  
  
  


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  inancial & Commercial Ownership

  
  
  
  
  • Own account financials for Cloud & Infrastructure Managed Services engagements.
  
  
  • Drive cost optimization, productivity improvements, and margin protection.
  
  
  • Ensure delivery aligns with managed services commercial models and profitability targets.
  
  
  • Support contract renewals, scope changes, and commercial discussions from a delivery standpoint.
  
  
  
  
  
  

  Risk, Security & Resilience

  
  
  
  
  • Ensure adherence to security policies, operational controls, and compliance standards.
  
  
  • Own business continuity and disaster recovery (BCDR) strategy, planning, and testing.
  
  
  • Proactively identify operational, security, and delivery risks and drive mitigation.
  
  
  
  
  
  
   
  
  


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  People Leadership & Capability Building

  
  
  
  
  • Lead and manage large managed services teams (25+ resources) across shifts and locations.
  
  
  • Own resource planning, capacity management, skill mapping, and utilization.
  
  
  • Define clear delivery KPIs, performance goals, and accountability structures.
  
  
  • Drive coaching, mentoring, and performance management for delivery leads and engineers.
  
  
  • Own upskilling and cross-skilling programs aligned to cloud, automation, and infrastructure operations.
  
  
  • cBuild a culture of ownership, reliability, and customer-first mindset.
  
  
  
  
   
  
  
   
  
  


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  Cloud & Infrastructure Domain Leadership

  
  
  
  
  • Demonstrate strong hands-on domain understanding across:
  
  
  
  
  • Servers, Storage, Virtualization (VMware / Hyper-V / equivalents)
  
  
  • Networks, Firewalls, Load Balancers, Security Controls
  
  
  • Monitoring tools and ITSM platforms (ServiceNow or equivalent)
  
  
  • Cloud fundamentals — IaaS operations, shared responsibility model, availability, resilience, and cost optimization
  
  
  
  
  • Guide clients on:
  
  
  
  
  • Cloud operations maturity
  
  
  • Infrastructure modernization and optimization
  
  
  • Cost control and performance improvements
  
  
  
  
  • Support solutioning, RFPs, and pre-sales discussions for managed services engagements.
  
  
  • Act as a domain mentor and escalation authority for delivery teams.
  
  
  
  
  
  
   
  
  

Qualifications

• 12–16 years of experience in Cloud & Infrastructure Operations / Managed Services.


• 5+ years in senior delivery or account delivery leadership roles.


• Engineering Graduate or equivalent (12+4).


• ITIL Certification (mandatory).


• Cloud Practitioner / Associate Certification (preferred).

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.