Associate Manager Infrastructure Services

Job description

Job Description: Manage end-to-end daily field service operations across assigned sites. Dedicate approximately 30% effort to actual lead responsibilities, including team guidance, service oversight, and stakeholder management. Oversee Digital Bar operations, ensuring effective walk-in support, device provisioning, and enhanced end-user experience. Drive SLA adherence, incident management, escalation handling, and timely service restoration. Coordinate workforce planning, scheduling, dispatch priorities, and resource optimization. Monitor service quality, operational risks, backlog, and performance metrics. Provide governance over vendors, third-party resources, and service partners where applicable. Ensure smooth site operations by proactively addressing service gaps and operational challenges. Deliver VIP support for senior leadership with high responsiveness, professionalism, and confidentiality. Partner with business stakeholders, IT teams, and support towers for seamless service delivery. Support process improvements, automation opportunities, and adoption of digital workplace tools. Maintain compliance with operational standards, safety guidelines, and documentation requireme...