Infrastructure Service Delivery Lead

Ready for a new challenge? Our clients are among the leading organisations in Belgium and Europe, and they are looking for digital and ICT talented professionals to strengthen their teams. We help ambitious professionals find opportunities that match their expertise, career goals, and aspirations.

About Ariad Ariad is a digital & ICT consultancy and staffing firm that A-brands across Europe rely on to make technology-enabled transformations happen. We partner exclusively with brands such as Samsung, Carrefour, ING, Orange and MediaMarkt. We help ambitious professionals find opportunities that match their expertise, career goals, and aspirations.

Ariad is looking, on behalf of one of its clients — a leading global professional services organisation delivering strategy, consulting, technology, and operations services, with a strong presence in France and a large‑scale Intelligent Infrastructure Services practice — for an experienced Infrastructure Service Delivery Lead.

The client's practice spans Cloud architecture and migration, AI applied to infrastructure, managed service excellence, and the Digital Workplace, and holds premier‑tier partner status with the major hyperscalers (AWS, Microsoft Azure, Google Cloud).

YOUR ROLE

As an Infrastructure Service Delivery Lead, you will own the end‑to‑end delivery of complex IT infrastructure managed services for strategic clients. You will act as the primary client interface for service performance, lead a team of infrastructure professionals, drive service transformation and automation initiatives, and ensure full compliance with contractual obligations. You will also drive the adoption of AI‑first delivery practices, embedding AI, GenAI, AIOps, and intelligent automation into service operations to enhance efficiency, service quality, and user experience.

You will be accountable for SLA performance, financial outcomes, and long‑term client satisfaction across multi‑technology infrastructure environments spanning cloud, data centre, network, and digital workplace.

KEY RESPONSIBILITIES

• Own end‑to‑end delivery of IT infrastructure managed services: data centre, cloud, network, and end‑user computing.
• Act as the primary stakeholder interface for service performance, escalations, and strategic reviews with client CxOs.
• Manage and develop a team of infrastructure service specialists, fostering a culture of accountability and continuous improvement.
• Define, monitor, and enforce SLA/OLA compliance across all infrastructure service towers.
• Lead regular service reviews, prepare executive reports, and present service performance and improvement roadmaps.
• Drive service transformation initiatives: cloud adoption, automation, and AIOps integration.
• Oversee incident, problem, and change management processes, ensuring ITIL best practices are embedded.
• Manage service delivery financials: budgeting, cost‑to‑serve modelling, and value‑leakage identification.
• Lead vendor and third‑party service provider governance, escalation management, and performance reviews.
• Define and implement Continuous Service Improvement Plans (CSI) based on client feedback and performance analytics.
• Contribute to new business pursuits: pre‑sales support, solution design, and contract negotiations.
• Ensure compliance with security policies and regulatory requirements (DORA, NIS2) and audit obligations.

YOUR PROFILE

Required Skills (Must Have)

• Extensive experience managing IT infrastructure managed services in multi‑technology environments.
• Deep knowledge of ITIL 4 service management frameworks and ITSM tooling (ServiceNow) in a managed services context.
• Strong understanding of cloud infrastructure (AWS, Azure, GCP), data centre operations, and networking.
• Proven ability to manage client relationships at CxO level and deliver executive‑level reporting.
• Financial management skills: budgeting, cost‑to‑serve modelling, and P&L awareness.
• Excellent problem‑solving and escalation management skills under pressure.
• Experience with vendor governance and third‑party service provider management.

Preferred Skills (Nice to Have)

• Experience with AIOps platforms (Dynatrace, Datadog, New Relic) for predictive service management.
• Knowledge of FinOps and cloud cost governance in managed services contracts.
• Familiarity with automation and orchestration tools for service operations (Ansible, ServiceNow Flow Designer).
• Experience in large‑scale infrastructure outsourcing or managed service transitions.
• Background in digital transformation programmes combining infrastructure modernisation, AI adoption, and service delivery.
• ITIL 4 Managing Professional or Strategic Leader.