Job title: Head of Infrastructure & IT Service Delivery
Job type: Permanent
Emp type: Full-time
Industry: Information Technology
Functional Expertise: Consultancy
Salary type: Annual
Job published: 14/09/2026
Job ID: 58800
Contact name: Nuttanee Piboonthanakiat

Job Description

Job Overview

We are looking for an experienced Head of Infrastructure & IT Service Delivery to lead IT infrastructure and service delivery operations. The successful candidate will be responsible for ensuring the stability, performance, scalability, security, and availability of infrastructure services, while driving continuous improvement and delivering high-quality IT services to internal users and business stakeholders.

This role will lead infrastructure and service delivery teams and work closely with local and international stakeholders to support business transformation, IT governance, security, and regulatory requirements.

Key Responsibilities

  • Lead and develop infrastructure teams covering Datacenter, Virtualization & Linux, Network & Connectivity, and Storage.
  • Ensure operational excellence across on-premise and hybrid infrastructure, including availability, performance, capacity, incident and problem management.
  • Own the infrastructure roadmap and drive modernization, automation, standardization, and technical debt reduction.
  • Ensure infrastructure resilience through backup & recovery, high availability, disaster recovery, and security controls.
  • Manage infrastructure vendors, strategic partners, contracts, and technology assets.
  • Own and improve core IT Service Management (ITSM) processes, including Incident, Request, Problem, Change, Knowledge, CMDB, and Service Level Management.
  • Lead Service Desk and end-user support activities, ensuring SLA achievement, effective escalation, and strong user satisfaction.
  • Act as the business owner/Product Owner for the ITSM platform, managing requirements, backlog, roadmap, testing, and continuous improvement.
  • Own the Change Management process and lead the Change Advisory Board (CAB).
  • Monitor IT service performance through KPIs, SLAs, and customer satisfaction metrics and drive improvement initiatives.
  • Lead infrastructure and IT service delivery projects, including migrations, upgrades, data center changes, network redesign, and ITSM implementations.
  • Collaborate with Security, Applications, Architecture, HQ, and international teams on technology initiatives.
  • Support IT audits, regulatory reviews, governance, and compliance requirements.
  • Manage budgets, risks, priorities, and project portfolios.
  • Coach and develop team members, fostering a collaborative, accountable, and service-oriented culture.

Requirements

  • Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or a related field.
  • 10+ years of experience in IT infrastructure and operations, with experience across areas such as network, servers, virtualization, storage, middleware, or related technologies.
  • Experience in banking, financial services, or another highly regulated environment is required.
  • Minimum 5+ years of team leadership or managerial experience.
  • Strong knowledge of infrastructure technologies, including:
    • Network: LAN/WAN, Firewall, Load Balancer, VPN, Routing/Switching
    • Servers & Virtualization: RHEL, VMware
    • Storage & Backup: PureStorage, NetApp
    • Middleware & Automation: Git, Ansible
    • IaC and DevOps concepts
  • Proven experience delivering infrastructure and IT service projects.
  • Strong understanding of infrastructure architecture, capacity planning, performance, resilience, and high availability.
  • Strong knowledge of ITIL and ITSM practices; ITIL Foundation certification or higher is preferred.
  • Experience designing, improving, and implementing ITIL processes within an ITSM platform.
  • Proven experience in Change Management and CAB facilitation.
  • Strong analytical, problem-solving, decision-making, and stakeholder management skills.
  • Excellent English communication skills, both written and spoken, with the ability to work with international stakeholders.
  • French language skills would be an advantage.

What We Are Looking For

  • A strong people leader who can motivate, develop, and challenge high-performing teams.
  • A hands-on strategic leader who can balance technology, service quality, business needs, risk, and cost.
  • Someone with a strong continuous improvement and transformation mindset.
  • Strong ownership and ability to drive initiatives end-to-end in a complex and international environment.