Infrastructure Operations Manager / Infrastructure Service Delivery Manager

Location: Redwood City, CA (4 days onsite)
Position Type: Fulltime
Salary: $160k/year + benefits
Client: Life sciences domain

We are seeking an experienced Infrastructure Operations Manager to lead and manage enterprise IT Infrastructure Operations and Service Desk functions. The ideal candidate will have a strong infrastructure background, experience working with global delivery teams (Onshore/Offshore), and a proven track record of driving operational excellence, governance, and stakeholder engagement.

• Manage end-to-end IT Infrastructure Operations, ensuring high service availability and performance.
• Lead Service Desk and Infrastructure Support teams across onshore and offshore locations.
• Collaborate with clients, business stakeholders, and System Integrator (SI) partners to ensure effective service delivery.
• Establish and govern operational processes, SLAs, KPIs, incident management, problem management, and change management activities.
• Drive service improvement initiatives and operational efficiency across infrastructure environments.
• Oversee infrastructure support covering servers, networks, cloud platforms, end-user computing, and related technologies.
• Coordinate cross-functional teams to resolve critical incidents and escalations.
• Conduct governance meetings, service reviews, operational reporting, and executive-level communications.
• Ensure compliance with organizational policies, security standards, and ITIL best practices.
• Work closely with leadership teams to support strategic infrastructure initiatives and transformation programs.

• 10+ years of experience in IT Infrastructure Operations, Service Delivery, or Infrastructure Management.
• Strong experience managing Infrastructure Operations and Service Desk teams.
• Experience working with System Integrators (SI) and managing vendor relationships.
• Solid understanding of Infrastructure technologies, including:
  • Servers (Windows/Linux)
  • Network Infrastructure
  • Storage & Backup
  • End User Computing (EUC)
  • Cloud Platforms (AWS preferred)
• Experience managing global delivery teams across offshore and onshore models.
• Strong knowledge of Incident, Problem, Change, and Service Management processes.
• Excellent stakeholder management and client-facing communication skills.
• Experience leading governance reviews, operational reporting, and service improvement programs.
• Strong people management and cross-functional team leadership capabilities.

• Experience in large-scale enterprise infrastructure environments.
• AWS Cloud certifications are a plus.
• ITIL Foundation/Intermediate certification preferred.
• PMP or Service Delivery certifications are advantageous.