Director IMS (Infrastructure Managed Services)

Responsibilities

• Lead global infrastructure support and managed services operations from India, ensuring high availability and service excellence.
• Develop and execute the India infrastructure operations strategy aligned with enterprise technology and business objectives.
• Drive operational maturity across service desk, network, systems, cloud, and endpoint support services.
• Lead enterprise ITSM strategy, maturing ITIL-aligned practices including Incident, Problem, Change, and Knowledge Management.
• Build and lead a hybrid support organization integrating human operations with AI-enabled support platforms and automation.
• Drive AI-driven support transformation by implementing AI virtual agents, predictive monitoring, and automated remediation.
• Manage strategic relationships with infrastructure vendors and managed service providers, overseeing contract management and commercial optimization.
• Own infrastructure operations budgeting, forecasting, and financial governance for India-managed services.
• Build, mentor, and lead high-performing infrastructure operations and support teams.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• 12+ years of experience in IT infrastructure operations, managed services, or global technology support.
• 10+ years of leadership experience managing large-scale infrastructure support organizations or Global Capability Centers (GCCs).
• Proven experience managing global infrastructure operations and vendor-managed service environments.
• Strong financial acumen with experience managing operational budgets and vendor contracts.
• Expertise in ITSM, automation, and driving operational maturity.

Preferred Qualifications

• Experience establishing or scaling India shared services operations.
• ITIL, PMP, CISSP, Azure, or AWS certifications.
• Experience implementing AI-enabled service management, AIOps platforms, or GenAI support copilots.
• Proficiency with platforms such as ServiceNow, UiPath, PagerDuty, Dynatrace, Splunk, or Datadog.
• Proven track record of driving digital transformation and operational modernization within enterprise environments.

About the Company

Owens & Minor is a global healthcare solutions company providing essential products, services, and technology solutions that support care delivery in leading hospitals, health systems, and research centers around the world. Powered by more than 14,000 teammates worldwide, Owens & Minor exists to ensure that healthcare stays at the forefront, helping to make each day better for the communities we serve.