The Program Director will be accountable for delivering Infrastructure Outsourcing services for client engagements. This role involves building and maintaining relationships with client leadership and leading the Wipro IT staff supporting the enterprise's technology infrastructure services, network services, and distributed computing services. The role ensures alignment with IT strategy and business objectives, providing senior leadership in IT Infrastructure and Operations, and maintaining program governance. This position reports directly to the Client Engagement Manager and is accountable to the Business Vertical Delivery Head for program health.

Principal Duties & Responsibilities:

- Program Governance / Operations Leadership / Client Satisfaction:

- Participate in client IT strategy and planning activities with current knowledge and future vision of infrastructure technology

- Provide thought leadership in IT strategy, operations, cost-optimization, innovation, and efficiency improvement

- Assess the impact of IT industry trends on enterprise infrastructure needs and projects

- Assure appropriate program governance and quality deliverables

- Operations Management:

- Ensure overall effectiveness and efficiency of data center technology systems and operations

- Manage IT day-to-day operations to improve infrastructure costs, performance, and end-user satisfaction

- Monitor infrastructure performance and plan for necessary refresh and expansion

- Manage business continuity and recovery of information systems

- Assure resolution of high severity outages impacting IT infrastructure

- Standards / Policies / Metrics:

- Drive adherence to ITIL framework policies and procedures

- Manage delivery of infrastructure services shared across the client enterprise

- Establish key metrics and performance indicators to measure service levels

- Manage key service providers to service levels and performance

- Administration:

- Provide strategic direction, coach, develop, and mentor team members

- Establish objectives and goals across the Infrastructure and Operations organization

- Facilitate collaboration across Information Technology towers and key client leaders

Other Duties & Responsibilities:

- Leadership:

- Support, communicate, and take personal ownership of strategy and success criteria

- Actively solicit opinion and perspective from all levels and peers

- Challenge the status quo and drive a culture of innovation

- Adaptability:

- Demonstrate the capacity to manage changing priorities and ambiguity

- Maintain direction and focus through proactive planning and organized approaches

- Drive Service Delivery Excellence

- Partner with Customers and Peers

- Meet expectations and requirements for both internal and external customers

- Leverage Customer/Consumer Insight

- Engage and Mobilize People

- Establish clear direction and set stretch objectives

- Listen and Communicate Openly

- Build an inclusive Culture

- Create Collaborative Relationships/Teamwork

- Attract, Coach, and Develop Others

- Achieve business excellence

- Partner with Director PMO to establish management priorities

- Define Performance Measures

- Manage complex staff structures

Desired Skills and Experience:

- Bachelor's Degree in Information Technology, Computer Science, or related field required; Master's Degree preferred

- 10+ years of experience in Infrastructure & Operations or Information Systems Leadership

- At least 5 years of experience managing medium to large, cross-functional teams or projects

- 10+ years of supervisory experience required

- Experience in areas such as network design and administration, data center operations, and database administration