Job Title

About the CompanyThe APAC HCI Tower Lead is a senior leadership role responsible for the end-to-end delivery of Hybrid Cloud & Infrastructure (HCI) Managed Services for US (Primary) and EMEA customers. This role ensures our customers receive stable, high-quality, and cost-effective services, while continuously improving delivery performance, operational maturity, and customer satisfaction. The Tower Lead manages a team of Domain Leads and Delivery Managers and is accountable for service delivery execution (RUN), service governance, operational standards, and strategic improvement initiatives across people, process, and tooling.About the RoleThe APAC HCI Tower Lead is responsible for overseeing the operational delivery of HCI services for APAC customers, ensuring consistent service delivery, and managing customer relationships.Responsibilities:Service Delivery Ownership (RUN)Own and lead the operational delivery of HCI services for APAC customers.Ensure consistent delivery across all in-scope infrastructure domains (compute, cloud, virtualization, storage, backup, monitoring, network/security interfaces, etc.).Maintain service stability, ensure SLA compliance, and drive strong execution in:Incident and Major Incident ManagementProblem Management and root cause eliminationChange and Release ManagementService reporting and governanceEnsure the delivery model is scalable, reliable, and aligned with contractual commitments.Customer Management & Service GovernanceAct as the senior operational leader for key customers in the region.Build trusted relationships with customer stakeholders and ensure strong communication and transparency.Lead regular governance and operational cadence such as:Service review meetingsSLA / KPI performance reviewsExecutive service status updatesEnsure services are delivered according to agreed scope, service levels, and commercial conditions.Leadership & Team ManagementLead a distributed regional team, ensuring strong collaboration and accountability.Set clear goals, priorities, and expectations across the delivery organization.Conduct structured team management routines:Regular team briefings1:1 MeetingsPerformance reviews and coachingService delivery town halls when requiredPromote a culture of ownership, transparency, discipline, and continuous improvement.Support talent development, succession planning, and team growth.Strategy, Roadmap & Continuous ImprovementDefine and drive the regional strategy and roadmap for Hybrid Cloud & Infrastructure delivery in APAC.Align internal delivery improvements with:Stefanini operational standardsCustomer roadmaps and prioritiesIndustry best practicesLead Continuous Service Improvement (CSI) initiatives across:Service quality and customer experienceOperational efficiency and cost optimizationTooling and automation improvementsDelivery consistency and standardizationPerformance Management & ReportingMonitor and improve delivery performance using clear operational metrics:SLA achievement and service availabilityIncident volumes and trendsMTTR, backlog, and agingCustomer satisfaction and escalation levelsIdentify delivery bottlenecks and implement corrective actions.Ensure consistent reporting quality and accuracy across customers and domains.Resource Planning & Operational Risk ManagementValidate and optimize resource allocation across domains based on:Customer criticality and business impactWorkload volumes and complexityOperational risks and service prioritiesIdentify delivery risks early and implement mitigation plans.Ensure operational readiness for peak periods, transitions, and major changes.TEAM & LEADERSHIPThe APAC HCI Tower Lead is expected to:Lead with strong ownership and accountabilityCreate structure and clarity across the delivery organizationEnsure teams follow disciplined operational processesMaintain high standards for communication, quality, and customer focusBe a role model for professionalism and execution excellence15+ years of End to End service Delivery execution in an APAC/Global experience is mandatory requirement for this role. (Span of control will be 250-300 resources based in India/Philippines). Travel -5-10% (Noida/Philippines).