Head of IT Infrastructure & End User Services

About the Organization

Our client is a leading and rapidly growing enterprise in the automotive and mobility sector with a strong presence across multiple locations in India. The organization is committed to operational excellence, digital transformation, and delivering world-class customer experiences. With a focus on innovation and technology-driven business operations, the company is investing significantly in strengthening its IT infrastructure, cybersecurity, and end-user services capabilities.

Position Overview

We are seeking an accomplished Head of IT Infrastructure & End User Services to lead enterprise-wide technology operations across multiple business locations. This is a hands-on leadership role responsible for ensuring the reliability, security, scalability, and performance of IT infrastructure and end-user computing environments.

Key Responsibilities

1. Infrastructure Management

1. Own and manage end-to-end IT infrastructure across headquarters and multiple plant locations.
2. Ensure high availability, performance, scalability, and security of systems supporting business operations.
3. Plan and execute infrastructure upgrades, technology refresh programs, and capacity management initiatives.
4. Oversee on-premises, co-location, and cloud environments.
5. Develop and maintain Disaster Recovery (DR) and Business Continuity Planning (BCP) frameworks.
6. Monitor infrastructure costs and optimize resource utilization.
7. Implement network segmentation strategies, firewall policies, and enterprise security standards.
8. Manage servers, virtualization platforms, storage, backup systems, and hybrid cloud environments.

2. End User Services Management

1. Lead enterprise-wide end-user computing services.
2. Oversee hardware lifecycle management, device provisioning, operating systems, application management, and helpdesk operations.
3. Define and enforce service level agreements (SLAs) for incidents, service requests, and escalation management.
4. Manage deployment, administration, and security of Windows, macOS, and mobile endpoints.
5. Drive adoption of MDM/UEM solutions and automation initiatives to improve service delivery.
6. Establish efficient onboarding and offboarding processes.
7. Ensure robust IT asset management and inventory governance.
8. Promote self-service capabilities and continuous improvement initiatives to enhance user experience.

3. Vendor and Technology Partner Management

1. Manage relationships with strategic IT vendors and external technology partners.
2. Negotiate contracts, licensing agreements, and service level commitments.
3. Conduct periodic vendor performance reviews and ensure SLA compliance.
4. Evaluate emerging technologies and recommend solutions aligned with business requirements and total cost of ownership (TCO).
5. Act as the primary escalation point for infrastructure and operational issues.
6. Ensure effective coordination between internal stakeholders and external service providers.

4. Team Leadership and People Management

1. Lead and mentor a geographically distributed team of IT engineers and support professionals.
2. Set performance objectives and conduct regular reviews and coaching sessions.
3. Foster a culture of accountability, ownership, and continuous learning.
4. Build team capability through structured training and cross-functional skill development.
5. Establish support models, including on-call rotations and escalation frameworks.
6. Partner with HR for talent acquisition, succession planning, and workforce development.

5. IT Governance, Security and Compliance

1. Develop and maintain IT policies, standards, and operating procedures.
2. Identify technology risks and drive mitigation initiatives.
3. Lead cybersecurity awareness and compliance programs.
4. Manage IT audits, vulnerability assessments, and patch management activities.
5. Ensure adherence to applicable data privacy and regulatory requirements.
6. Collaborate with information security teams to strengthen enterprise cyber resilience.
7. Drive continuous improvements aligned with industry best practices and security frameworks.

6. Strategic Collaboration and Budget Management

1. Partner with business leaders and senior stakeholders to execute technology roadmaps.
2. Contribute to long-term infrastructure and digital transformation strategies.
3. Prepare and manage operational and capital budgets.
4. Track and report key infrastructure metrics, project status, service performance, and KPIs.
5. Support business growth initiatives through scalable and resilient technology solutions.
6. Identify opportunities for process optimization and operational efficiency.

Required Experience

1. 15–20 years of overall IT experience with at least 5 years in IT leadership or infrastructure management roles.
2. Proven experience managing multi-site IT operations and enterprise infrastructure environments.
3. Strong exposure to hybrid cloud, networking, endpoint management, and service delivery functions.
4. Experience managing third-party vendors and ensuring SLA adherence.
5. Ability to manage multiple priorities in a dynamic and fast-paced environment.
6. Strong stakeholder management and communication skills with the ability to translate technical concepts for business audiences.
7. Experience working with IT governance and cybersecurity frameworks.

Technical Expertise

Infrastructure

1. Windows Server
2. Active Directory / Azure AD
3. Microsoft 365
4. Microsoft Azure
5. LAN/WAN/VLAN
6. SD-WAN
7. Firewalls and Network Security
8. VMware / Hyper-V
9. Backup and Disaster Recovery Solutions

End User Computing

1. Microsoft Intune
2. SCCM
3. Mobile Device Management (MDM)
4. Unified Endpoint Management (UEM)
5. IT Service Management Platforms
6. Helpdesk Operations
7. Asset Management

Identity and Security

1. EDR / XDR Platforms
2. IAM
3. SSO
4. MFA
5. PAM
6. Vulnerability Management
7. Patch Management

Communication Platforms

1. VoIP
2. Unified Communications (UC)

Preferred Certifications

1. ITIL Foundation or higher
2. Microsoft Azure Certifications
3. Microsoft 365 Certifications
4. CCNA
5. VMware Certifications
6. Information Security certifications aligned with ISO 27001 or NIST frameworks