Director - Infrastructure Services 3

Director - Infrastructure Services Ready to turn bold ideas into real-world impact?  At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.   If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.    Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.  Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook . Job Description • Develop and implement ITSM strategy and roadmap; • Define ITSM policies, procedures, and standards; • Collaborate with key stakeholders to ensure alignment of IT services with business needs; • Oversee IT service desk operations and incident management processes; • Monitor and continuously improve IT service delivery performance; • Lead IT service improvement initiatives and projects; • Ensure compliance with ITIL best practices and industry standards; • Provide guidance and support to ITSM team members; • Analyze IT service metrics and KPIs to drive operational excellence; • Manage vendor relationships and contracts related to ITSM tools and services. • Develop and implement ITSM strategy and roadmap; • Define ITSM policies, procedures, and standards; • Collaborate with key stakeholders to ensure alignment of IT services with business needs; • Oversee IT service desk operations and incident management processes; • Monitor and continuously improve IT service delivery performance; • Lead IT service improvement initiatives and projects; • Ensure compliance with ITIL best practices and industry standards; • Provide guidance and support to ITSM team members; • Analyze IT service metrics and KPIs to drive operational excellence; • Manage vendor relationships and contracts related to ITSM tools and services. Qualifications Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering Certifications AWS Certified Cloud Practitioner - PluralsightPluralsight, AWS Certified Solutions Architect - Associate - UdemyUdemy, Azure Solutions Architect Expert - MicrosoftMicrosoft, ITIL Foundation Certificate in IT Service Management - AxelosAxelos, TECHBRIDGE - AWS CLOUD PRACTITIONER - GenpactGenpact Required Skills Agile Methodology, Agile Methodology, Applications Support, Backup Management, Change Management, Client Relations, Cloud Applications, Collaboration Tools, Database Administration, Database Maintenance, Database Management, Database Monitoring, Design Thinking, Enterprise Resource Planning (ERP), Executive Presence, Inclusion, Modernizing Operations, Oracle Exadata Database Machine, Oracle Solaris, OS management, People Leadership, Personal Effectiveness, Risk Management, Security Operations Management, Server Infrastructure {+ 4 more} Language English (Required) Language Proficiency - Proficient - C2 Additional Job Location - Job Type Regular Master Skill List - Infrastructure Services Remote Type - Office Work Shift - Day Job (Canada) Compensation Range- 85,000 to 145,000 CAD