Service Success Head
United States
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Job Description
Service Success Head
Others, Florida

Job Summary

  • Lead the strategy, planning, and execution of IT infrastructure service delivery across on-premises, cloud, and hybrid environments.
  • Serve as an escalation point for critical infrastructure incidents; lead major incident response and post-incident reviews.
  • Serve as the primary point of contact for infrastructure service delivery with business units, senior leadership, and IT leadership.
  • Manage relationships with key infrastructure vendors, managed service providers, and technology partners.
  • Build strong relationships across IT and business functions to ensure infrastructure services enable business outcomes.
  • Drive alignment between IT infrastructure capabilities and evolving business requirements
  • Define and communicate the infrastructure services roadmap aligned with enterprise technology strategy and business priorities.
  • Provide Thought leadership and demonstrate competency to plan and implement AI/Gen Ai capabilities wherever applicable
  • Drive adoption of automation-first approaches across infrastructure operations
  • Partner with the CISO and Security teams to embed security and resilience principles into infrastructure operations.
  • Champion a collaborative, customer-focused service culture within the infrastructure organization
  • Lead contract negotiations, SLA reviews, and vendor performance evaluations.
  • Establish governance frameworks for infrastructure standards, architecture patterns, and technology lifecycle management.
  • Lead, mentor, and develop a team of infrastructure managers, engineers, and operations staff.
  • Set clear performance objectives, foster a culture of accountability, and drive continuous skills development.
  • Manage staffing, hiring, and workforce planning to ensure the team has the capacity and expertise to meet business demands.

Provide regular reporting on service health, incidents, capacity, and strategic initiatives to executive stakeholders.

Key Responsibilities

  • Lead the strategy, planning, and execution of IT infrastructure service delivery across on-premises, cloud, and hybrid environments.
  • Serve as an escalation point for critical infrastructure incidents; lead major incident response and post-incident reviews.
  • Serve as the primary point of contact for infrastructure service delivery with business units, senior leadership, and IT leadership.
  • Manage relationships with key infrastructure vendors, managed service providers, and technology partners.
  • Build strong relationships across IT and business functions to ensure infrastructure services enable business outcomes.
  • Drive alignment between IT infrastructure capabilities and evolving business requirements
  • Define and communicate the infrastructure services roadmap aligned with enterprise technology strategy and business priorities.
  • Provide Thought leadership and demonstrate competency to plan and implement AI/Gen Ai capabilities wherever applicable
  • Drive adoption of automation-first approaches across infrastructure operations
  • Partner with the CISO and Security teams to embed security and resilience principles into infrastructure operations.
  • Champion a collaborative, customer-focused service culture within the infrastructure organization
  • Lead contract negotiations, SLA reviews, and vendor performance evaluations.
  • Establish governance frameworks for infrastructure standards, architecture patterns, and technology lifecycle management.
  • Lead, mentor, and develop a team of infrastructure managers, engineers, and operations staff.
  • Set clear performance objectives, foster a culture of accountability, and drive continuous skills development.
  • Manage staffing, hiring, and workforce planning to ensure the team has the capacity and expertise to meet business demands.

Provide regular reporting on service health, incidents, capacity, and strategic initiatives to executive stakeholders.

Skill Requirements

  • Lead the strategy, planning, and execution of IT infrastructure service delivery across on-premises, cloud, and hybrid environments.
  • Serve as an escalation point for critical infrastructure incidents; lead major incident response and post-incident reviews.
  • Serve as the primary point of contact for infrastructure service delivery with business units, senior leadership, and IT leadership.
  • Manage relationships with key infrastructure vendors, managed service providers, and technology partners.
  • Build strong relationships across IT and business functions to ensure infrastructure services enable business outcomes.
  • Drive alignment between IT infrastructure capabilities and evolving business requirements
  • Define and communicate the infrastructure services roadmap aligned with enterprise technology strategy and business priorities.
  • Provide Thought leadership and demonstrate competency to plan and implement AI/Gen Ai capabilities wherever applicable
  • Drive adoption of automation-first approaches across infrastructure operations
  • Partner with the CISO and Security teams to embed security and resilience principles into infrastructure operations.
  • Champion a collaborative, customer-focused service culture within the infrastructure organization
  • Lead contract negotiations, SLA reviews, and vendor performance evaluations.
  • Establish governance frameworks for infrastructure standards, architecture patterns, and technology lifecycle management.
  • Lead, mentor, and develop a team of infrastructure managers, engineers, and operations staff.
  • Set clear performance objectives, foster a culture of accountability, and drive continuous skills development.
  • Manage staffing, hiring, and workforce planning to ensure the team has the capacity and expertise to meet business demands.

Provide regular reporting on service health, incidents, capacity, and strategic initiatives to executive stakeholders.

Other Requirements

  • Lead the strategy, planning, and execution of IT infrastructure service delivery across on-premises, cloud, and hybrid environments.
  • Serve as an escalation point for critical infrastructure incidents; lead major incident response and post-incident reviews.
  • Serve as the primary point of contact for infrastructure service delivery with business units, senior leadership, and IT leadership.
  • Manage relationships with key infrastructure vendors, managed service providers, and technology partners.
  • Build strong relationships across IT and business functions to ensure infrastructure services enable business outcomes.
  • Drive alignment between IT infrastructure capabilities and evolving business requirements
  • Define and communicate the infrastructure services roadmap aligned with enterprise technology strategy and business priorities.
  • Provide Thought leadership and demonstrate competency to plan and implement AI/Gen Ai capabilities wherever applicable
  • Drive adoption of automation-first approaches across infrastructure operations
  • Partner with the CISO and Security teams to embed security and resilience principles into infrastructure operations.
  • Champion a collaborative, customer-focused service culture within the infrastructure organization
  • Lead contract negotiations, SLA reviews, and vendor performance evaluations.
  • Establish governance frameworks for infrastructure standards, architecture patterns, and technology lifecycle management.
  • Lead, mentor, and develop a team of infrastructure managers, engineers, and operations staff.
  • Set clear performance objectives, foster a culture of accountability, and drive continuous skills development.
  • Manage staffing, hiring, and workforce planning to ensure the team has the capacity and expertise to meet business demands.

Provide regular reporting on service health, incidents, capacity, and strategic initiatives to executive stakeholders.
Maximum Salary (US): 
Minimum Salary (US): 
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.