Infrastructure Manager

The Infrastructure Manager is the senior delivery leader for the Mosaic Infrastructure Managed Services engagement, accountable for the day-to-day operational performance of all delivery towers - ITSM & Governance, Managed Network Services, End-User Computing, Data Center & Cloud, and the shared 24x7 NOC - across a multi-country environment covering roughly 60 sites in the United States, Canada, Brazil, Peru, and Paraguay, serving approximately 16,000 users. In addition to technical delivery leadership, this role carries the service delivery management responsibilities for the account: presenting Service Level Reviews, leading operational and executive governance meetings with client leadership, owning the client relationship at the delivery level, and translating operational performance into business terms. The role requires an unusual combination of deep infrastructure operations expertise, people leadership across multiple technical teams, strong executive presence, and solid business acumen.

• Own end-to-end operational delivery across all towers, ensuring services are delivered to contractual scope, quality standards, and SLA commitments.
• Lead and develop the tower leads (NOC Lead, Network Engineer Lead, End-Point Lead/Architect, Systems Engineer Lead) and the broader delivery organization, setting priorities, resolving cross-tower conflicts, and building a high-performing team culture.
• Prepare and present Service Level Reviews to client stakeholders, translating SLA/KPI performance, trends, and improvement actions into clear, business-relevant terms.
• Represent Auxis delivery in executive meetings with client leadership, including monthly operational reviews and quarterly business reviews, with the presence and communication skills to engage credibly at the executive level.
• Own the delivery-level client relationship day to day: manage expectations, communicate proactively on risks and issues, and build trust with client operational and executive stakeholders.
• Serve as the senior escalation point for major incidents and delivery issues, leading executive communication during high-impact events and ensuring post-incident follow-through.
• Own delivery financial awareness for the account: understand the commercial construct, manage delivery within budgeted capacity, flag scope creep, and support account leadership on change requests and growth opportunities.
• Drive continuous service improvement across towers, using operational data to identify and execute improvements that measurably raise service quality and efficiency.
• Own workforce and capacity management across the delivery team, including staffing levels, shift coverage (24x7 NOC), hiring pipeline coordination, and attrition risk management.
• Ensure operational compliance with ITIL-based processes (incident, request, change, problem, release) in partnership with the ITSM Manager.
• Oversee transition and onboarding execution during the engagement ramp-up, ensuring wave-based team onboarding, knowledge transfer, and service takeover milestones are met.
• Coordinate with partner-delivered services (e.g., Telecom Expense Management) and third-party vendors to ensure a seamless service experience for the client.
• Produce accurate, timely internal reporting to Auxis account leadership on delivery health, risks, financial signals, and client sentiment.
• Champion a client-first, accountability-driven culture across the delivery organization.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience.
• 8+ years of experience in IT infrastructure operations, including at least 3 years managing multi-disciplinary technical teams (network, end-user computing, data center/cloud, or NOC operations).
• Demonstrated experience in a service delivery management capacity: presenting Service Level Reviews, leading client governance meetings, and managing client relationships at the executive level.
• Strong executive presence and communication skills: able to present operational performance to senior client leadership clearly, confidently, and in business terms.
• Solid business acumen: understanding of managed services commercial models, SLA frameworks, delivery economics, and the financial implications of operational decisions.
• Deep working knowledge of ITIL practices and experience running ITIL-based operations at scale.
• Proven experience as a senior escalation leader during major incidents, including executive stakeholder communication under pressure.
• Experience managing operations across a multi-country or multi-region environment.
• Strong verbal and written communication skills in English.

Preferred Qualifications

• ITIL 4 certification (Foundation required-level knowledge; Managing Professional a plus).
• Experience in a managed services or outsourcing provider environment, delivering against contractual SLAs for enterprise clients.
• Experience leading an IT service transition or takeover from an incumbent provider.
• PMP, or equivalent project/program management experience for transition and improvement initiatives.
• Familiarity with ServiceNow or a comparable ITSM platform, including SLA reporting.
• Bilingual English/Spanish or English/Portuguese strongly preferred, given the engagement's footprint across the US, Canada, Brazil, Peru, and Paraguay.

Technical Skills & Tools

• Broad infrastructure operations knowledge across networking, end-user computing, server/cloud, and NOC monitoring disciplines.
• ITSM platforms (ServiceNow or equivalent), including SLA/KPI reporting and dashboards.
• Service Level Review preparation and executive reporting (PowerPoint, Excel, Power BI or similar).
• Financial and capacity management fundamentals for delivery operations.
• Workforce/shift management concepts for 24x7 operations.

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Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best for the benefit of the team's common goal. We are constantly striving to improve our culture and environment and have invested in tools to better visualize the pulse of our organization.