ABOUT SOLENIS

Solenis is a leading global producer of specialty chemicals focused on partnering with water-intensive operations to solve complex water treatment, process improvement and hygiene challenges with advanced chemical and equipment solutions for consumer, industrial, institutional, food & beverage, and recreational pool and spa water markets.

The product portfolio of Solenis includes a broad array of water treatment chemistries, process aids, functional additives, and cleaners and disinfectants, as well as state-of-the-art monitoring and control systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets, minimize environmental impact, and create cleaner and safer environments.

Headquartered in Wilmington, Delaware, USA, the company has 69 manufacturing facilities strategically located around the globe and employs a team of over 16,100 professionals in 130 countries across six continents. Solenis has been recognized as a Best Managed Company for 4 consecutive years and was named as 2024 Best Managed Company Gold Standard Winner.

? We're Hiring: Export Lead

? Location: GBS Center (Global Role) - Hyderabad

? Full-Time | Permanent Position

Reports To :Head of Global Business Services, with operational alignment to Global I&O; leadership for service priorities, standards, and delivery governance.

Experience Required

10–12+ years of progressive experience in IT Service Delivery, Infrastructure & Operations, or Global Business Services environments, including leading service operations, governing multi-disciplinary teams and partners, and driving service improvement, modernization, and operational excellence.

Role Summary The Infrastructure & Operations (I&O;) Service Delivery Lead will be accountable for operationalizing enterprise I&O; strategy through the Global Business Services (GBS) organization, ensuring disciplined service delivery, operational governance, performance management, and continuous improvement across infrastructure services.

This leadership role will translate global I&O; priorities into scalable GBS delivery operations, strengthen ITSM discipline, govern managed service provider performance, and drive service stabilization, reliability, and productivity improvements. The role will act as a strategic delivery partner between Global I&O; leadership, business stakeholders, strategic partners, and GBS teams to ensure reliable, secure, scalable, and cost-effective operations worldwide.

Key Responsibilities

1. Global Infrastructure & Operations Service Leadership

Govern service delivery across infrastructure domains through ITSM discipline, partner performance oversight, operational health management, and global delivery governance, rather than hands-on technical ownership of each sub-domain.

Cloud Operations

- Cloud infrastructure support and administration

- Cloud migration programs

- Infrastructure modernization initiatives
- Application and data migration support

- Integration and interface management
- UAT and Go-Live support

Network Operations

- Global network monitoring and operations
- Enterprise network maintenance and support
- Network transformation and migration programs

- Network hardware lifecycle management
- Network security and performance optimization

- Global connectivity service management

Unified Communications & Voice Operations

- VoIP and collaboration platforms support

- Microsoft Teams telephony transformation

- Voice infrastructure operations





- Critical communications support
- Communication security enhancement initiatives

SAP Basis & Microsoft 365 Operations

- SAP Basis and HANA administration
- SAP technical support and Go-Live readiness
- Microsoft 365 administration and operations

- SharePoint and OneDrive migrations

- Global support request management

- Service optimization and automation

Internal IT Operations

- Employee onboarding and offboarding services
- Access management and identity provisioning

- Hardware lifecycle management

- Software license management
- IT asset procurement and fulfillment
- End-user computing support services

Service Desk & Asset Management

- Global Service Desk operations
- Incident, request, and escalation management

- SLA monitoring and improvement

- ITSM process optimization

- Asset inventory management

- Asset lifecycle governance

Telecom Operations

- Global telecom services management
- Vendor management and billing governance

- Telecom cost optimization

- Invoice verification and reconciliation

- Telecom platform administration

IT Learning, Communications & Awareness

- End-user communications strategy
- IT training and enablement programs

- Cybersecurity awareness campaigns
- User documentation and knowledge management
- IT policy communication and governance

Strategic Leadership Responsibilities

Service Excellence

- Own infrastructure service performance globally.
- Establish and drive SLA, KPI, and OKR frameworks.
- Ensure high availability and reliability of infrastructure services.
- Lead operational reviews and service governance forums.

Cloud & Infrastructure Modernization

- Define and execute cloud transformation roadmaps.
- Drive infrastructure modernization and platform consolidation initiatives.
- Identify opportunities for automation and AI-enabled operations.
- Improve scalability, resilience, and operational efficiency.

Future-State Infrastructure Strategy

- Partner with Global I&O; leadership and business stakeholders to operationalize enterprise I&O; strategy through scalable GBS delivery models.
- Translate enterprise infrastructure priorities into service delivery roadmaps, governance routines, capability plans, and execution milestones for GBS operations.
- Identify service modernization, automation, and AI-enabled operations opportunities in partnership with enterprise technology owners.
- Drive adoption of up-to-date operating practices, standard work, knowledge management, and digital workplace service capabilities within GBS delivery operations.

Service Management & Governance

- Ensure ITIL-aligned service delivery practices.
- Lead incident, problem, change, and service request governance.
- Establish service health dashboards and performance reviews.
- Drive continuous service improvement initiatives.
- Lead operational health reviews, service stabilization plans, SLA remediation, and delivery discipline across GBS-supported I&O; services.
- Oversee major incident escalation, global shift handovers, and follow-the-sun operational continuity for critical services.

Vendor & Partner Management





- Govern strategic infrastructure vendors and managed service providers through clear operating rhythms, performance expectations, and escalation protocols.
- Drive vendor performance reviews and contract governance.
- Ensure delivery quality, cost optimization, and value realization.
- Lead day-to-day MSP governance at the service level, including shift performance reviews, operational escalations, and corrective action tracking.

Financial & Portfolio Management

- Track GBS operational delivery costs, vendor SLA penalties or credits, resource productivity, and service efficiency levers in alignment with Global I&O; financial ownership.
- Drive productivity, automation, and cost-efficiency initiatives.
- Support business cases for service improvement, productivity, automation, and modernization initiatives within the GBS delivery scope.
- Track benefits realization for GBS-led service improvement and productivity initiatives.

People Leadership

- Lead global cross-functional infrastructure teams.
- Build high-performing service delivery organizations.
- Develop talent pipelines and succession plans.
- Foster a culture of accountability, innovation, and continuous improvement.

Key Success Metrics (KPIs)

Operational

- Service Availability (%)

- Infrastructure Uptime
- MTTR (Mean Time to Resolve)

- Incident Volume Reduction

- Change Success Rate

- Problem Resolution Effectiveness

Customer Experience

- Customer Satisfaction (CSAT)

- Service Desk Satisfaction Scores

- Business Stakeholder Satisfaction

Financial

- Infrastructure Cost per User

- Cloud Cost Optimization Savings

- Vendor Performance Efficiency

- Productivity Savings Delivered

Transformation & Innovation

- Cloud Migration Progress

- Automation Adoption Rate

- Modernization Milestones Achieved

- Innovation Pipeline Delivery

Governance

- SLA Compliance

- OKR Achievement Rate
- Audit & Compliance Findings

- Cybersecurity Compliance Metrics

Required Qualifications

Experience

- 10–12+ years of progressive experience in IT Service Delivery, Infrastructure & Operations, or GBS / Shared Services environments.
- Proven experience leading global I&O; service delivery organizations.
- Experience managing geographically distributed teams and providers.
- Demonstrated success operationalizing infrastructure modernization, service improvement, automation, and governance initiatives in partnership with enterprise technology leaders.
- Experience operating within Global Business Services (GBS) or Shared Services environments preferred.

Technical Expertise

- Cloud platforms (Azure, AWS, Google Cloud)

- Enterprise networking technologies

- Microsoft 365 ecosystem
- SAP Basis and enterprise applications infrastructure

- ITSM platforms (ServiceNow preferred)
- Infrastructure monitoring and observability platforms
- Cybersecurity fundamentals and infrastructure governance

Leadership Capabilities

- Strategic thinking and future-state planning
- Stakeholder management and executive communication

- Transformation leadership

- Vendor management and negotiation
- KPI/OKR-driven operational management
- Continuous improvement and innovation mindset

Ideal Candidate Profile A senior I&O; service delivery leader with a strong blend of operational governance, ITSM discipline, partner management, service stabilization, and transformation execution, capable of running resilient global infrastructure services through GBS while translating enterprise I&O; strategy into measurable delivery outcomes.

📌 Senior Delivery Manager – GCC Admin (Hyderabad)
🏢 Solenis
📍 Hyderabad