Sr Director, IT Infrastructure, Client Relations & Managed Services

The Senior Director, IT Infrastructure, Client Relations & Managed Services is a senior leader responsible for driving enterprise IT service delivery, infrastructure strategy, and client partnership excellence. This role integrates executive client engagement, technical operations, and business development to ensure scalable, secure, and high-performing solutions across commercial and federal environments.

Serving as a member of the Executive Leadership Team, this individual shapes organizational strategy, drives operational maturity, and leads technology-enabled growth initiatives. The role requires executive presence, strong sales acumen, and a willingness to engage directly in both client delivery and deal execution.

Key Responsibilities

Strategic Leadership, Sales & Client Engagement

• Serve as the executive escalation point for complex client issues and critical service delivery matters.
• Build, maintain, and expand trusted client relationships, aligning IT services with long-term business and mission objectives.
• Lead business development efforts, including pipeline development, opportunity shaping, and direct participation in capture and proposal strategies.
• Drive revenue growth through expansion of existing accounts and pursuit of new business, with direct responsibility for contributing to deal closure.
• Partner with Business Development and Growth teams to identify, qualify, and win opportunities across commercial and federal markets.
• Manage and grow client portfolios, with preference for experience overseeing and expanding portfolios of $1M+ in total contract value.

• Lead end-to-end managed services delivery, including infrastructure, cloud, cybersecurity, and help desk operations (24/7/365 environments).
• Oversee full lifecycle infrastructure deployments, including network architecture, server environments, endpoint provisioning, and cloud integration.
• Ensure SLA performance, service reliability, and continuous improvement across all service lines.

• Partner with federal cyber and technical teams to bridge commercial and government capabilities.
• Drive innovation, technology insertion, and adoption of emerging solutions, including artificial intelligence and advanced digital capabilities.

• Establish and mature standardized operating procedures (SOPs) for client onboarding, service delivery, infrastructure deployment, and lifecycle support.
• Implement scalable frameworks for help desk operations, escalation paths, and service management (ITIL/ITSM aligned).
• Lead development of technical playbooks, runbooks, and deployment methodologies.

• Maintain a “lead from the front” posture, with the ability and willingness to directly support client engagements when required.
• Engage in troubleshooting and solutioning across multiple tiers, including Level 3 support and subject matter expertise.
• Translate complex technical concepts into actionable strategies for both technical and non-technical stakeholders.

• Own revenue alignment across accounts, ensuring delivery execution supports margin, growth, and long-term contract value.
• Manage budgets, service profitability, pricing strategy, and cost discipline across managed services and infrastructure engagements.
• Mentor and develop technical and client service leaders, fostering a high-performance, growth-oriented culture.
• Contribute to pre-sales strategy, solution development, pricing models, and executive-level client engagements.

Required Qualifications

• 10+ years of progressive experience in IT infrastructure, managed services, consulting, or client delivery environments.
• Demonstrated success in sales, business development, or account growth, including pipeline generation, capture support, and deal closure.
• Proven experience managing and expanding client portfolios, preferably $1M+ in total value.
• Track record of leading complex, multi-site infrastructure deployments and managed service operations.

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field required.
• Master’s degree or MBA preferred.

• Deep knowledge of enterprise infrastructure, including networking (firewalls, VLANs, SD-WAN), server environments (Active Directory, virtualization), and cloud platforms (Azure, AWS, Microsoft 365).
• Strong understanding of cybersecurity best practices, access controls, and endpoint protection.
• Expertise in IT service management frameworks (ITIL/ITSM), SLA governance, and service delivery models.

• Executive presence with the ability to operate strategically while remaining hands-on when required.
• Strong commercial acumen with the ability to connect technical solutions to business value and revenue outcomes.
• Excellent communication skills, including executive presentations, client negotiations, and technical translation.
• Demonstrated interest and engagement in emerging technologies, particularly artificial intelligence and digital transformation.