Service Owner – Infrastructure & Security Services

What You'll Do

• Global Service Ownership & Strategy 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. 2.
• Workplace Services 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. 3.
• Identity Management & IGA 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. 4.
• Observability & Service Monitoring 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. 5.
• Disaster Recovery & Technology Resilience 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. 6.
• Vulnerability Management 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.
• Leadership & Operating Model 7.
• GCC Leadership & Capability Building 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. 8.
• Vendor, Financial & Stakeholder Management 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.
• Success Profile Experience 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; experience at 25,000+ user scale is strongly preferred.
• 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.
• Experience in semiconductor, high-tech manufacturing or another engineering-intensive and intellectual-property-sensitive environment is preferred.
• Qualifications & Certifications Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering or a related discipline.
• ITIL 4 Managing Professional or equivalent service-management certification is preferred.
• CISSP, CISM, CRISC or an equivalent security/risk certification is preferred.
• Relevant Microsoft Security, Azure, Identity, cloud, resilience or platform certifications are advantageous.
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