Infrastructure Services Lead

QBE • Sun Prairie, WI

14h • $116,000 - $174,000 • Hybrid

About The Position

This position is responsible for administering, supporting, and maintaining infrastructure services in alignment with QBE policies and standards. This role ensures reliable, high-quality service delivery across Data Center Colocation, Managed Services, and Public and Private Cloud environments by partnering with infrastructure teams, technical architects, and third-party providers. This position provides advanced systems and infrastructure analysis, contributes to planning and budgeting activities, and drives automation, optimization, and continuous improvement initiatives. The Service Delivery Lead operates with minimal supervision, exercising strong initiative, independent judgment, and accountability for customer experience and service outcomes.

Requirements

• Bachelor’s degree or relevant work experience
• Strong verbal and written communication skills, with the ability to collaborate effectively across diverse, cross functional teams.
• Excellent presentation skills and engagement with leadership
• Demonstrated analytical thinking and sound decision-making abilities.
• Proven commitment to delivering exceptional customer experience, including close collaboration with IT, Infrastructure, and Business teams.
• Strong organizational skills with a high level of attention to detail.
• Solid understanding and/or hands-on experience in the following areas: Microsoft/RHEL server enterprise platforms Hybrid infrastructure and private cloud technologies, including VMware vSAN and Nutanix, as well as public cloud platforms (Azure, AWS) Scripting and Automation infrastructure as a code (IaC) across Azure and on-prem environments (highly preferred) Enterprise scale backup and storage solutions, including Dell EMC (PowerMax – Block, Isilon NAS, ECS Cloud Tier), Avamar, Data Domain/PPDM, Rubrik IBM midrange and mainframe platforms (preferred but not required)

Nice To Haves

• Prior experience working for a Managed Service Provider (MSP) or partnering with offshore managed services team is preferred
• Hands-on experience supporting public/hybrid cloud enterprise infrastructure, servers, storage, virtualization, and operating system platforms
• Experience working within on-premises, public cloud and colocation of data center environments, service buildouts, onboarding new data center services, coordinating technical vendors for break/fix activities, and leveraging Smart Hands for remote troubleshooting.

Responsibilities

• Supports and manages infrastructure, including operational planning, budgeting, capital investment recommendations, and ensuring high availability, security, and compliance of systems.
• Contributes to strategic planning and execution aligned with QBE deliverables, partnering closely with global architecture, infrastructure, application, and business stakeholders to understand requirements and deliver outcomes.
• Leads and participates in full-service delivery lifecycle; planning, solution design, development, testing, implementation, support, and ongoing maintenance assuring consistent, high-quality service delivery to drive accountability, and foster a culture of continuous improvement and strong documentation practices.
• Establishes and maintains operational methods, procedures, documentation, and performance KPIs; ensures adherence to ITSM, Incident, and Change Management standards using ServiceNow.
• Proactively drives data centers, cloud, and hosting cost optimization and environmental efficiency initiatives across hybrid cloud hardware, storage, software, SaaS, PaaS, IPaaS, and IaaS public cloud platforms.
• Acts as a primary escalation point and customer service contact, coordinating with onshore/offshore teams, managed service providers, and third-party vendors to resolve incidents, outages, and business-critical emergencies, including after-hours support.
• Provides technical leadership and influence across teams by evaluating existing systems, guiding offshore IT support resources, overseeing managed service providers, and implementing automation and service improvement plans.
• Leads cross-functional initiatives by coordinating planning, scheduling, risk management, audit, compliance, and governance activities to ensure successful project, BAU delivery and continuous process improvement.
• Demonstrates a self-starting, analytical mindset, breaking down complex problems into practical solutions while managing BAU demands and supporting the growth and maturity of global Hosting and Operations services.
• Designs, enhances, implements, and supports DevOps and infrastructure automation tools, partnering with business solutions, software, cloud, and infrastructure delivery teams to ensure efficient and effective use of automation platforms.

Benefits

• Hybrid Working – a mix of working from home and in the office
• 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis
• Competitive 401(k) program with company match up to 8%
• Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice
• Tuition Reimbursement for professional certifications, and continuing education
• Employee Network and Community – QBE actively supports six Employee Networks, and many ways to give back to your community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees