Role Overview

The Senior Manager – IT Infrastructure Operations is a management role that combines Infrastructure Advisory Service with the design, implementation, and management of Infrastructure Operations.

The role works with business stakeholders, customers, Service Owners, Solution Architects, Engineering, Security, Operations teams, and Service Providers to understand business requirements, shape infrastructure solutions, support adoption, and ensure reliable service delivery.

The role manages infrastructure operations across cloud, datacenter, network, and infrastructure platform services, with focus on service availability, operational readiness, service quality, automation, risk control, compliance, and continuous improvement.

Key Responsibilities

Infrastructure Advisory Service

• Advise customers and stakeholders on infrastructure services, capabilities, options, and fit-for-purpose solution choices.
• Collect and understand business requirements, then translate them into technical requirements, service plans, solution options, and measurable outcomes.
• Support customer engagement through discovery, solutioning, migration planning, onboarding, adoption, service reviews, and success measurement.
• Work with Solution Architects, Engineering teams, Service Owners, and Service Providers to shape secure, scalable, and practical infrastructure solutions.
• Track customer satisfaction, adoption progress, service outcomes, improvement needs, and value realization.

Infrastructure Operations Design and Implementation

• Design and implement infrastructure operations processes, support models, monitoring practices, runbooks, escalation paths, and operational readiness controls.
• Coordinate implementation of operations capabilities across cloud, datacenter, network, and infrastructure platforms.
• Ensure new and changed infrastructure services are ready for production support before handover.
• Define service acceptance criteria, operational procedures, support responsibilities, and service transition requirements.
• Improve operations through automation, proactive monitoring, standardization, simplification, and service quality actions.

Global Infrastructure Operations Management

• Manage day-to-day infrastructure operations covering cloud, datacenter, network, and infrastructure platform services.
• Ensure service availability, stability, performance, resilience, and operational readiness for critical infrastructure services.
• Manage Incident, Problem, Change, Capacity, Availability, and Service Continuity Management processes in line with ITIL practices.
• Act as escalation point for major incidents, critical outages, and service-impacting infrastructure events.
• Monitor SLAs, OLAs, XLAs, operational health, service risks, repeat incidents, and improvement actions.

Governance and Continuous Improvement

• Manage operational routines, reviews, service performance tracking, and governance forums for infrastructure services.
• Coordinate with Service Delivery Managers, Service Owners, Service Providers, and internal teams to ensure effective end-to-end service delivery & operations.
• Manage continuous improvement backlog covering automation, process maturity, cost efficiency, reliability, and customer experience.
• Track service quality, operational risks, compliance actions, customer feedback, and improvement progress.

People, Vendor and Stakeholder Management

• manage, and develop distributed infrastructure operations teams across multiple regions.
• Define and track team KPIs aligned to service delivery, operations, customer outcomes, and improvement priorities.
• Manage service provider performance, operational delivery, issue resolution, and improvement commitments.
• Develop team capability, ownership, collaboration, customer focus, and continuous learning.

Security, Compliance and Risk Management

• Ensure infrastructure services follow security-by-design principles and comply with corporate IT security and regulatory requirements.
• Include compliance, risk management, monitoring, and operational readiness in service design, transition, and operations.
• Track infrastructure risks, audit actions, service gaps, remediation progress, and operational control improvements.

Required Skills and Experience

• 20+ years of experience in IT infrastructure, infrastructure advisory, infrastructure architecture, consulting, service operations, or related enterprise technology areas.
• At least 20 years of experience in IT Operations management, infrastructure service management, or global infrastructure operations.
• Strong hands-on understanding of cloud, datacenter, network, identity, security, workplace technology, virtualization, databases, and infrastructure platforms.
• Experience in customer-facing advisory, requirement discovery, solution planning, migration planning, service adoption, stakeholder engagement, and success measurement.
• Strong knowledge of ITIL Service Management, including Incident, Problem, Change, Capacity, Availability, Service Continuity, monitoring, operational readiness, SLO, SLA, OLA, and XLA management.
• Experience with ITSM platforms such as ServiceNow, Remedy, or equivalent tools.
• Strong stakeholder management, vendor management, crisis management, decision-making, and written/verbal communication skills in English.
• Experience working across global teams, distributed operations, Service Providers, Product, Engineering, Security, Service Delivery, and Operations teams.

Qualifications and Certifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
• ITIL Expert / Managing Professional certification preferred or required based on internal role grading.
• Cloud certifications are a plus, such as Microsoft Azure, AWS Solutions Architect, GCP, or equivalent.
• Security and networking certifications are a plus, such as CCNP, CISM, CISSP, AZ-500, SC-200, SC-300, or equivalent.
• Professional fluency in English; additional languages are a plus.
• Willingness to travel internationally as required.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.