Delivery Head – CIMS Shared Services & Operations Full Time NEW

Job Title: Delivery Head – CIMS Shared Services & Operations

Skills: Global Infrastructure Operations Leadership, Service Portfolio Leadership, ServiceNow & Platform Governance, Automation, AIOps & Modern Ops, Governance, Risk & Compliance, Commercial Acumen, Leadership Competencies

Experience: 18+ years

Location: Greater Noida

Role Overview

Coforge looking for an accomplished Delivery Head of Cloud & IMS (CIMS) Shared Services, the role will be responsible for end-to-end strategy, delivery, transformation, and operations of global IT infrastructure services. The role will lead 24×7 multi-region delivery across Service Portfolios & Tower: NOC, SOC, Service Desk, Data Centers, Cloud Platforms, Network, Cyber Security, Tools & Automation, and ServiceNow, ensuring high availability, security, scalability, cost efficiency, and customer satisfaction.

The role will drive AI led operational excellence, standardization, automation, and continuous improvement, while enabling business growth, digital transformation, and resilience

Scope of Responsibility

1. Global Delivery & Operations Leadership

• Own global delivery of IT Infrastructure Shared Services across Americas, EMEA, and APAC
• Ensure 24x7x365 operations with defined SLAs, OLAs, and KPIs
• Lead large, multi-disciplinary teams including operations, engineering, architecture, and governance
• Establish follow-the-sun delivery models and shared services frameworks
• Ensure high availability, reliability, and performance of all infrastructure services

2. Service Portfolio Ownership

• Responsible for end-to-end ownership of the following services: Network Operations Center (NOC)
• Proactive monitoring of networks, systems, applications, and cloud platforms
• Incident, event, and performance management
• Root cause analysis and preventive actions Security Operations Center (SOC)
• 24×7 cyber threat monitoring and response
• SIEM, SOAR, threat intelligence, and incident response
• Compliance with global security standards and regulatory requirements Service Desk (L1/L2/L3)
• Global IT service desk operations
• Incident, request, problem, and knowledge management
• Omni-channel support (voice, chat, portal, virtual agents)
• Data Center Operations • On-prem and co-location data centers
• Capacity, availability, backup, and disaster recovery
• Hardware lifecycle and vendor management Cloud Services • Public, private, and hybrid cloud platforms (IaaS, PaaS)
• Cloud governance, cost optimization (FinOps), and security
• Cloud migration, modernization, and optimization Network Services
• LAN, WAN, SD-WAN, Wi-Fi, DNS, load balancers, and firewalls
• Global connectivity and performance optimization Cyber Security
• Identity and access management
• Endpoint, network, and cloud security
• Risk management, audits, and compliance Tools & Automation
• Monitoring, AIOps, RPA, orchestration, and self-healing platforms
• Drive “zero-touch operations” and automation-first mindset
• Reduce MTTR and operational costs through intelligent automation ServiceNow Platform
• Platform ownership and governance
• ITSM, ITOM, ITAM, CMDB, SecOps, and custom workflows Integration with enterprise tools and automation platforms

3. Strategy & Transformation

• Define and execute global IT infrastructure shared services strategy
• Drive standardization, consolidation, and simplification
• Lead automation, AI/ML, and AIOps adoption
• Transition from reactive to predictive and preventive operations

4. Governance, Risk & Compliance

• Establish strong IT governance frameworks
• Ensure compliance with ISO 27001, ITIL, COBIT, SOC2, GDPR, and regional regulations
• Own audit readiness, risk mitigation, and business continuity planning
• Manage vendor risk and third-party compliance 5. Financial & Commercial Management
• Own CIMS Shared Services P&L – Cost Recovery
• Drive cost optimization, vendor rationalization, and contract negotiations
• Implement FinOps and chargeback/show back model
• Deliver measurable cost savings and productivity improvements

5. Stakeholder & Customer Management

• Act as a trusted advisor to CXOs, business leaders, and customers
• Manage executive communications, service reviews, and escalations
• Align IT infrastructure services with business objectives and growth plans

6. People & Leadership

• Build, lead, and inspire high-performing global teams
• Develop future leaders and succession plans
• Drive a culture of accountability, innovation, and continuous improvement
• Promote diversity, inclusion, and employee engagement

7.Key Performance Indicators (KPIs)

• Service availability and uptime
• SLA compliance and MTTR reduction
• Security incident reduction and response effectiveness
• Automation coverage and operational efficiency
• Cost optimization and budget adherence
• Customer satisfaction (CSAT/NPS)
• Audit and compliance outcomes

8.Technical & Professional Skills

• IT Infrastructure & Operations Management
• NOC, SOC, Service Desk leadership
• Cloud (AWS / Azure / GCP)
• Network & Data Center technologies
• Cyber Security & Risk Management
• ServiceNow (ITSM, ITOM, CMDB)
• Automation, AIOps, and DevOps integration
• Vendor & contract management

9.Leadership Competencies

• Strategic thinking and execution
• Strong decision-making under pressure
• Executive presence and communication
• Change management and transformation leadership

10.Required Qualifications & Experience

• Bachelor’s degree in engineering, Computer Science, or related field (Master’s degree or MBA preferred)
• 20+ years of progressive IT Infrastructure experience
• 10+ years in shared services leadership roles
• Strong experience managing large-scale, multi-geo operations
• Deep understanding of ITIL-based service management
• Hands-on exposure to cloud platforms, cyber security, and automation