Role Overview:

• Lead and govern cloud and infrastructure technical resources within the Global Delivery Center (GDC).


• Manage capacity forecasting, workforce planning, and skills readiness in alignment with business demand.


• Standardize technical skills, governance models, and operational practices across the tower.


• Support in-country delivery teams with qualified, ready, and governed engineers.


• Drive cloud maturity through certifications, automation, and modern infrastructure practices.


• Prepare the cloud and infrastructure tower for gradual service ownership, when required.

Area of Responsibility:

• Act as the technical resource owner by preparing and maintaining resourcing plans aligned with forecasted project expansions and sales plans.


• Manage assignment of technical resources across projects and obtain required approvals for hiring or staff selection.


• Review and submit entity structure and staffing plans based on demand and growth projections.


• Lead and govern cloud and infrastructure technical activities, with hands-on involvement when required.


• Collaborate with cross-functional teams to define and enforce infrastructure and cloud standards.


• Define and follow up on tower objectives aligned with management direction.


• Establish technical processes, methodologies, and maintenance practices.


• Set clear acceptance rules for opportunity demands from presales teams.


• Distribute vendor technical updates (EOL, advisories, FCOs) and ensure controlled implementation.


• Support creation and review of project implementation plans with operations teams.


• Monitor execution progress, risks, and issues, and report status and resolutions.


• Represent the division in technical and operational forums.


• Ensure quality of technical work delivered and maintain high stakeholder satisfaction.


• Handle technical complaints and drive corrective and preventive actions.


• Stay current with emerging technologies and industry trends.


• Assign team members to activities and monitor performance.


• Act as second-line technical and managerial support.


• Set performance objectives and KPIs in line with BSC policies.


• Evaluate performance of direct reports and review extended team evaluations.


• Transfer knowledge and best practices to the team.


• Prepare and track individual development and training plans.


• Maintain retention, backup, and succession plans.


• Maintain up-to-date knowledge of client systems, IT infrastructure, and cloud environments.


• Identify opportunities for service improvement and new solutions.

Skills

• Excellent communication, interpersonal and negotiation skills.


• Excellent leadership & people management skills


• Excellent analytical & problem-solving skills.


• Excellent command of English.