Stefanini
Hybrid Cloud & Infrastructure Customer Operations Domain Lead
Stefanini, Myrtle Point, Oregon, United States, 97458
Job Description: Stefanini Group is seeking a
Customer Operations Domain Lead
to join the Hybrid Cloud & Infrastructure (HCI) Cluster within the Infrastructure Services Division, acting as the Practice Lead for HCI services across North America, EMEA, and APAC. This role is responsible for coordinating and overseeing the coordination of technical services, ensuring customer satisfaction, and driving continuous improvement across regions. This includes managing regional Customer Operations Leads and Technical Service Coordinators, coordinating delivery and transition of services, and working closely with internal teams such as Service Management, Professional Services, and Technical Experts.
Main Responsibilities
Lead global service delivery (RUN), service transitions, and related IT projects for the HCI service line.
Supervise and coordinate Customer Operations Leads (NA, EMEA, APAC) and Technical Service Coordinators.
Maintain strong relationships with Service Managers and internal delivery teams to ensure seamless execution.
Ensure customer satisfaction by proactively identifying and resolving service-related issues.
Monitor service delivery performance and ensure alignment with SLAs, budgets, and customer expectations.
Support hiring, onboarding, and workforce planning in collaboration with HR and Delivery Managers.
Provide leadership for continuous improvement of delivery models, processes, and tools.
Act as a key escalation point for complex customer concerns and drive resolution.
Support the development of account and service plans in coordination with Customer Operations Leads.
Track regional demand pipelines and align delivery capacity accordingly.
Drive financial accountability and contribute to reporting and optimization activities.
Team & Leadership
Manage a globally distributed team, setting clear goals, priorities, and performance expectations.
Conduct regular team briefings, 1:1s, and service steering meetings.
Promote a culture of ownership, transparency, and collaboration.
Lead by example, guiding teams through challenges and mentoring for growth.
Strategic & Analytical Focus
Balance customer and technical teams' needs with company objectives in a matrixed environment.
Make informed decisions to prioritize actions, allocate resources, and manage risks.
Help shape the long-term strategy for HCI service delivery in alignment with company goals.
Foster collaboration across departments and service lines to deliver integrated solutions.
Job Requirements
9+ years in service delivery, project management, or technical coordination within IT infrastructure or cloud services.
Proven leadership experience managing multi-region or global teams.
Strong customer orientation with the ability to manage and influence at senior levels.
Solid understanding of infrastructure services (e.g., server, storage, networking, cloud).
Strong organizational and communication skills, with the ability to manage multiple priorities.
Experience working in a matrixed, multicultural environment.
Financial acumen for tracking budgets, cost optimization, and service profitability.
Agile and ITIL-based delivery experience preferred.
Business fluency in English (additional languages are a plus).
Willingness to travel internationally as needed.
Certifications
ITIL v4 Foundation or Practitioner (required).
Project Management certifications (e.g., PMP, Prince2) are a plus.
Technical certifications related to Cloud, Infrastructure, or IT Operations (Azure, VMware, etc.) are beneficial.
What's next It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!
Diversity & Inclusion Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
#LI-REMOTE
#J-18808-Ljbffr
Customer Operations Domain Lead
to join the Hybrid Cloud & Infrastructure (HCI) Cluster within the Infrastructure Services Division, acting as the Practice Lead for HCI services across North America, EMEA, and APAC. This role is responsible for coordinating and overseeing the coordination of technical services, ensuring customer satisfaction, and driving continuous improvement across regions. This includes managing regional Customer Operations Leads and Technical Service Coordinators, coordinating delivery and transition of services, and working closely with internal teams such as Service Management, Professional Services, and Technical Experts.
Main Responsibilities
Lead global service delivery (RUN), service transitions, and related IT projects for the HCI service line.
Supervise and coordinate Customer Operations Leads (NA, EMEA, APAC) and Technical Service Coordinators.
Maintain strong relationships with Service Managers and internal delivery teams to ensure seamless execution.
Ensure customer satisfaction by proactively identifying and resolving service-related issues.
Monitor service delivery performance and ensure alignment with SLAs, budgets, and customer expectations.
Support hiring, onboarding, and workforce planning in collaboration with HR and Delivery Managers.
Provide leadership for continuous improvement of delivery models, processes, and tools.
Act as a key escalation point for complex customer concerns and drive resolution.
Support the development of account and service plans in coordination with Customer Operations Leads.
Track regional demand pipelines and align delivery capacity accordingly.
Drive financial accountability and contribute to reporting and optimization activities.
Team & Leadership
Manage a globally distributed team, setting clear goals, priorities, and performance expectations.
Conduct regular team briefings, 1:1s, and service steering meetings.
Promote a culture of ownership, transparency, and collaboration.
Lead by example, guiding teams through challenges and mentoring for growth.
Strategic & Analytical Focus
Balance customer and technical teams' needs with company objectives in a matrixed environment.
Make informed decisions to prioritize actions, allocate resources, and manage risks.
Help shape the long-term strategy for HCI service delivery in alignment with company goals.
Foster collaboration across departments and service lines to deliver integrated solutions.
Job Requirements
9+ years in service delivery, project management, or technical coordination within IT infrastructure or cloud services.
Proven leadership experience managing multi-region or global teams.
Strong customer orientation with the ability to manage and influence at senior levels.
Solid understanding of infrastructure services (e.g., server, storage, networking, cloud).
Strong organizational and communication skills, with the ability to manage multiple priorities.
Experience working in a matrixed, multicultural environment.
Financial acumen for tracking budgets, cost optimization, and service profitability.
Agile and ITIL-based delivery experience preferred.
Business fluency in English (additional languages are a plus).
Willingness to travel internationally as needed.
Certifications
ITIL v4 Foundation or Practitioner (required).
Project Management certifications (e.g., PMP, Prince2) are a plus.
Technical certifications related to Cloud, Infrastructure, or IT Operations (Azure, VMware, etc.) are beneficial.
What's next It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!
Diversity & Inclusion Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
#LI-REMOTE
#J-18808-Ljbffr