Director, IT Service Delivery & Infrastructure

Marvell Technology•Santa Clara, CA

1d•$152,720 - $228,800

About The Position

Marvell Technology is seeking an experienced and strategic Director of IT Service Delivery & Infrastructure to lead IT service delivery across the Americas (AMEC) region while owning endpoint engineering and Windows infrastructure platforms globally. This role carries a broad mandate with roughly equal focus across three pillars: AMEC regional service delivery, endpoint engineering, and Windows infrastructure including Windows Servers, M365, hypervisors, and related supporting applications and services. The ideal candidate is a seasoned IT leader who can balance hands-on technical depth with strong operational and people leadership, managing a diverse team of employees and managed service providers across multiple US locations while driving modernization, experience improvements, security posture improvements, and service excellence across a complex, multi-site global environment supporting 10,000+ users. This leader will set and sustain a high-performance culture, one that operates at a high tempo, holds itself to a high bar, and continuously delivers measurable improvements across service quality, platform reliability, and user experience. The expectation is not just to keep the lights on, but to relentlessly raise the standard. This role is intentionally scoped as a strong foundation, with a clear expectation that the right leader will grow beyond it. As the individual establishes credibility and impact, the scope is expected to expand.

Requirements

12+ years of progressive IT experience, with at least 5 years in a people management role leading managers and/or senior technical staff
Proven track record of building, developing, and holding accountable high-performing IT teams, including both direct employees and managed service providers
Experience managing geographically distributed, matrixed teams across multiple time zones and regions
Demonstrated ability to manage MSP relationships, SOW-based engagements, and vendor performance at scale
Experience leading IT operations for a global, multi-site organization with 10,000+ users
Strong background in IT service delivery, owning SLAs, CSAT, MTTR, and continuous improvement programs
Experience managing IT budgets, headcount forecasting, and resource planning, and project proposals and ROI analysis
Comfortable operating at the intersection of strategy and execution, able to set direction and hold teams accountable for delivery without being in the weeds of day-to-day operations
Strong people leadership skills; ability to coach, develop, and hold accountable a diverse team of managers, engineers, and specialists
Excellent communication and executive presence; able to translate technical complexity into business terms for senior stakeholders
Results-oriented with a bias for action and a track record of driving continuous improvement at a high tempo
Proven ability to build and sustain a high-performance culture that consistently raises the bar
Strong vendor and contract management skills; experienced in holding MSPs accountable to outcomes
Ability to manage competing priorities across a fast-paced, global environment
Collaborative partner to cross-functional teams including Cybersecurity, Network, Engineering Infrastructure, and Business Applications
Solid understanding of endpoint management platforms for Windows, macOS, and mobile devices (SCCM, Jamf, Intune, Autopilot, MDM)
Familiarity with digital employee experience (DEX) tooling and endpoint performance management
Working knowledge of Microsoft 365 (Exchange Online, SharePoint, OneDrive, PowerBI, Teams) and Entra ID
Experience managing local/regional IT support operations including walk-up help desk, onsite technician teams, and smart hands and feet support across multiple locations
Proven experience overseeing end-to-end laptop lifecycle management from procurement and imaging through deployment, refresh, and decommissioning at scale across a distributed workforce
Experience managing staffed and unstaffed site models, including determining appropriate coverage levels, vendor-provided onsite support, and remote support escalation paths
Understanding of endpoint security practices: patching, vulnerability management, hardening baselines
Knowledge of Windows Server environments, Active Directory, DNS, and Group Policy, sufficient to govern standards, review architectural decisions, and guide troubleshooting activities
Familiarity with hypervisor platforms (VMware, Hyper-V, Azure Local) and cloud platforms (Azure, AWS, GCP) at a conceptual and governance level
General understanding of backup, disaster recovery, and business continuity practices
Familiarity with ITSM platforms (ServiceNow preferred) and ITIL-based service management processes

Nice To Haves

Experience with ITIL v4 framework; ITIL certification a plus
Microsoft certifications (e.g., MS-102, AZ-104, AZ-305) strongly preferred
Experience with ISO 9001 audits and compliance processes
Familiarity with Marvell's technology stack: ServiceNow, LogicMonitor, Rubrik, Proofpoint, Okta, SailPoint
Experience supporting M&A integration activities from an IT infrastructure perspective
Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred

Responsibilities

Own end-to-end IT service delivery across all AMEC and EMEA locations, ensuring consistent, high-quality support for employees across the US, Canada, and Latin America
Lead and develop a team of IT managers and specialists across multiple locations
Manage relationships with managed service providers (MSPs) including onsite and remote support vendors, holding them accountable to SLAs and quality standards
Serve as the primary escalation point and incident commander for major incidents affecting AMEC-based and global sites, users, and infrastructure
Drive continuous improvement in service quality, MTTR, and user satisfaction (CSAT)
Oversee IT support for global facilities expansion projects (new sites, office expansions, data center upgrades)
Manage staffed and unstaffed location coverage models, ensuring appropriate onsite and remote support capacity
Partner with global and regional IT teams across APAC, EMEA, and India to ensure consistent service standards and delivery
Represent the team in the IT Change Advisory Board (CAB) for Endpoint Engineering and Windows/M365 domains
Manage the AMEC IT infrastructure budget, ensuring cost-effective solutions and efficient use of resources
Own the strategy, engineering, and lifecycle management of endpoint platforms for Windows, macOS, and mobile devices across a global fleet of 10,000+ devices
Drive improvements to the Windows and macOS laptop experience, OS image quality, and performance
Manage Windows Autopilot provisioning, SCCM/MECM application packaging, and GPO-based hardening controls
Lead endpoint security initiatives including patching cadence, vulnerability remediation, and compliance with security baselines
Oversee mobile device management (MDM) platform strategy and service support model
Ensure CMDB accuracy and completeness for all managed endpoints
Evaluate and introduce AI and automation technologies to enhance endpoint operations and reduce manual effort
Develop and maintain endpoint technology roadmaps aligned to business goals and the annual operating plan (AOP)
Responsible for platform strategy, architecture, governance, and program-level oversight for Windows Servers, M365, Hypervisors, AD, and Infrastructure Services
Partner closely with the managed services team to ensure consistent and best in class operations
Set standards, policies, and engineering direction for Active Directory, Group Policy, PKI and other infrastructure services
Drive AD hardening and domain controller resilience initiatives
Lead Windows server migration, consolidation, and modernization programs, translating strategy into execution with the managed services team
Own the platform strategy, governance, and licensing for M365, working cross functionally
Drive M365 security posture improvements including DLP, Zero Trust controls, SSPM, and compliance initiatives
Ensure cyber-resilient backup and disaster recovery for M365 (Exchange, SharePoint, OneDrive) protecting 10,000+ users
Manage M365 licensing, third-party API access, and platform governance
Lead the strategy and execution for hypervisor platforms including AWS, GCP, Azure, VMware vSphere/vCenter, and Azure Local
Manage Virtual Desktop Infrastructure (VDI) and Remote Desktop Services (RDS) environments
Oversee Secure Enterprise Browser platform deployment and governance
Own capacity planning, performance standards, and disaster recovery readiness for virtualized workloads
Ensure compliance with ISO standards, SOX, and other applicable policies and standards across infrastructure and service delivery operations
Collaborate with Cybersecurity on security audits, vulnerability remediation, and infrastructure hardening
Develop and maintain IT policies, procedures, SOPs, and knowledge base articles
Support internal and external audits with evidence and documentation
Own and maintain CMDB accuracy and completeness across all managed infrastructure and endpoint assets, ensuring reliable data for incident management, change control, and capacity planning
Oversee IT asset management lifecycle from procurement through decommissioning, including hardware refresh planning, e-waste disposal, and certificate of destruction processes
Lead disaster recovery planning, tabletop exercises, and business continuity initiatives