Director IMS (Infrastructure Managed Services)

Owens \& Minor is a global healthcare solutions company providing essential products, services and technology solutions that support care delivery in leading hospitals, health systems and research centers around the world. For over 140 years, Owens \& Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens \& Minor exists because every day, everywhere, Life Takes Care™. **Global Reach with a Local Touch** * 140\+ years serving healthcare * Over 14,000 teammates worldwide * Serving healthcare partners in 80 countries * Manufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland * 40\+ distribution centers * Portfolio of 300 propriety and branded product offerings * 1,000 branded medical product suppliers * 4,000 healthcare partners served **Key Responsibilities** **Global Infrastructure \& Managed Services Leadership** * Lead global infrastructure support and managed services operations from India, ensuring high availability, operational stability, and service excellence. * Develop and execute the India infrastructure operations strategy aligned with enterprise technology and business objectives. * Establish scalable operational frameworks, governance models, and service management practices across infrastructure support teams. * Drive operational maturity across service desk, network, systems, cloud, endpoint, collaboration, and infrastructure support services. * Partner with global technology leadership to align operational priorities, service delivery expectations, and transformation initiatives. * Ensure infrastructure operations comply with organizational standards, security policies, and regulatory requirements. **IT Service Management (ITSM) Leadership** **ITSM Strategy \& Service Excellence** * Lead enterprise ITSM strategy and operational governance across infrastructure and managed services operations. * Establish and mature ITIL\-aligned service management practices including: + Incident Management + Problem Management + Change Management + Request Fulfillment + Knowledge Management + Configuration Management (CMDB) + Major Incident Management + Service Level Management * Drive continuous service improvement initiatives focused on operational efficiency, customer experience, and service reliability. * Define and operationalize ITSM governance frameworks, KPIs, SLAs, OLAs, and reporting standards. * Partner with global technology and business stakeholders to improve end\-user support experience and service delivery maturity. * Establish service management operating models integrating AI, automation, and predictive operations capabilities. * Lead governance reviews, service performance reporting, trend analysis, and operational metrics **Infrastructure Operations \& Service Delivery** * Oversee day\-to\-day infrastructure support operations including: + End User Computing (EUC) + Service Desk \& IT Support + Network Operations + Systems Administration + Cloud Infrastructure Support + Collaboration Platforms + Asset Management * Ensure SLAs, KPIs, uptime targets, incident response, and service quality objectives are consistently achieved. * Drive operational excellence through automation, standardization, process optimization, and continuous service improvement initiatives. * Lead major incident management, escalation handling, risk mitigation, and business continuity planning. **Hybrid Human \+ AI Support Model** * Build and lead a hybrid support organization that integrates human operations teams with AI\-enabled support platforms and automation capabilities. * Develop scalable support models balancing: + Human\-assisted support + AI\-assisted operations + Fully automated service workflows * Drive operational efficiency through automation, orchestration, and intelligent service management platforms. * Establish KPI and SLA frameworks measuring both human and AI operational effectiveness. * Improve support experience through proactive issue prevention, automated resolutions, and predictive operations capabilities. * Lead continuous improvement initiatives focused on reducing manual effort, increasing first\-contact resolution, and improving service responsiveness. **AI, Automation \& Intelligent Operations** **AI\-Driven Support Transformation** * Lead the transformation of traditional infrastructure support into an AI\-enabled managed services operating model. * Define and execute an automation\-first support strategy leveraging AI, machine learning, and intelligent workflow orchestration. * Drive adoption of AI\-powered support capabilities including: + AI virtual agents and chat support + Intelligent incident routing + Predictive monitoring and alerting + Automated remediation and self\-healing operations + AI copilots for infrastructure and service desk teams + Knowledge management automation + Operational analytics and insights * Partner with enterprise architecture, security, and platform engineering teams to implement scalable AI operational capabilities. * Evaluate and implement GenAI technologies to improve employee support experience, operational efficiency, and issue resolution speed. * Establish governance and operational standards for AI\-enabled support services. **Vendor, Facilities \& Infrastructure Governance** * Manage strategic relationships with infrastructure vendors, managed service providers, and facility partners. * Lead vendor negotiations, contract management, and commercial optimization initiatives. * Ensure infrastructure environments are scalable, secure, and operationally efficient. * Develop and manage strategic managed services partnerships to support scalable, cost\-effective infrastructure and IT support operations. * Oversee outsourced service delivery performance through operational governance, SLA management, KPI monitoring, and continuous service optimization initiatives. * Partner with managed service providers to drive operational efficiency, automation adoption, service quality improvements, and alignment with enterprise support objectives. * Ensure vendor\-delivered services remain optimized, scalable, compliant, and aligned with evolving business and technology priorities. **Financial Management \& Cost Optimization** * Own infrastructure operations budgeting, forecasting, and financial governance for India\-managed services operations. * Drive cost optimization initiatives across infrastructure support, vendor management, facilities, and operational services. * Identify opportunities for operational efficiencies while maintaining service quality and employee experience. **Talent Management \& Organizational Development** * Build, mentor, and lead high\-performing infrastructure operations and support teams. * Foster a culture of accountability, collaboration, innovation, and customer\-centric service delivery. * Drive workforce planning, hiring strategies, organizational design, and leadership development. * Partner with HR to enhance employee engagement, retention, onboarding, and operational readiness programs. **Governance, Risk \& Stakeholder Management** * Establish operational governance models to track risks, dependencies, service performance, and remediation activities. * Act as a trusted advisor to senior leadership on infrastructure operations strategy and operational health. * Collaborate with global stakeholders to support transformation initiatives, operational scaling, and business expansion. * Ensure compliance with enterprise governance, security standards, and regulatory requirements. **Qualifications** * Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field. * 12\+ years of experience in IT infrastructure operations, managed services, or global technology support environments. * 10\+ years of leadership experience managing large\-s