Service Delivery Lead, RoW and Infrastructure Lead [T500-28913]

About Brink’s

Brink’s is a global leader in secure logistics and cash management, operating in more than 50 countries. As the company evolves into a technology-enabled, data-driven organization, Brink’s is transforming how work is delivered across functions to create greater scale, consistency, and efficiency.

At Brink’s, you will be part of a global team focused on driving operational excellence and supporting enterprise transformation. You will have the opportunity to build critical skills, collaborate with experienced professionals, and contribute to work that has real impact across the business. Brink’s is committed to creating an inclusive environment where people can grow, contribute, and build meaningful careers.

About Global Shared Services Center, India

Brink’s Global Shared Services Center (GSS) in Hyderabad is a critical enabler of the company’s global transformation and operating model evolution. The center brings together specialized capabilities across Human Resources, Finance, Technology, and other enterprise functions to deliver integrated, end-to-end services that support global business priorities.

The center is designed to enable standardized processes, scalable service delivery, and stronger cross-functional collaboration. Teams in GSS partner closely with global stakeholders to drive efficiency, improve quality, design and scale next generation services, and deliver consistent outcomes across markets.

Hyderabad offers the opportunity to work on complex, high-impact initiatives, build global exposure, and contribute to the continued evolution of Brink’s operating model.

How You’ll Succeed (Roles & Responsibilities):

Success in this role requires both strong execution and the ability to operate effectively in a global, evolving environment. You will:

Service Ownership & Roadmap:

• Own infrastructure KTLO services, transition roadmap, and KTLO service catalog.
• Align with Retained IT Infrastructure Lead on business and IT demand/release cycles to ensure MSP service alignment with changing approved KTLO services demand.
• Partner with Retained IT to define Infrastructure roadmaps, ensure architectural alignment, and phase out redundant or legacy systems/infrastructures.
• Partner with retained IT teams, MSP providers, security, infrastructure, and application teams to resolve issues and improve service reliability.
• Champion “standardize to ramp-down” strategy, ensuring consistent processes, shared platforms, and rationalized Infrastructures.
• Support modernization, automation, standardization, and transition from legacy ways of working to more scalable operating practices.

Governance & Performance Management:

• Govern day-to-day service performance, operational stability, and continuous improvement across the relevant IT service or platform area.
• Oversee enhancement and operations activities delivered by MSP and internal teams, ensuring adherence to standards, SLAs, and security policies.
• Govern and monitor MSP infrastructure delivery (incidents, risks, costs, and user experience trends to identify improvement actions and escalation needs), including SLAs, OLAs, KPIs, risk management, compliance, and continuous improvement across all in-scope KTLO towers (compute, storage, network, EUC, collaboration).
• Lead governance and oversight of Infrastructure performance, reliability, and lifecycle planning across all business landscape
• Chair KTLO infrastructure service review and change forums with MSP partners.
• Arbitrate cross-tower issues and major incidents between MSP partners and internal GSS IT Infra teams.
• Maintain documentation, service standards, controls, and governance routines that support reliable and compliant operations.
• Set priorities, manage workplans or team routines, and ensure commitments are delivered with quality and accountability.
• Coach, guide, or influence team members and partners to build capability, improve execution, and reinforce a service-oriented culture.

Commercial & Financial Management:

• Own commercial and MSP service performance levels for infrastructure, including chargeback models, service credits recovery, demand and release management, and cost optimization initiatives
• Prioritize enhancements to maximize business value and productivity, balancing innovation with cost efficiency.
• Monitor financial performance of the applications portfolio, including enhancement budgets and support costs.

Experience:

• 5-10+ years of relevant experience in infrastructure, cloud, or platform engineering leadership. with demonstrated ownership of processes, services, projects, platforms, or stakeholder outcomes.
• Strong IT service management and service owner mindset (ITIL, KPI/SLA management, service lifecycle).
• Experience working with SLAs, KPIs, incidents, problems, changes, vendor performance, or service improvement routines.
• Experience/understanding of infrastructure domains (compute, storage, network, cloud, EUC) plus enterprise architecture and Infra services information security concepts.
• Experience governing MSP or co-sourced application operations.
• Broad technical understanding of core enterprise platforms and integration patterns (on-prem and cloud).
• Strong process design and governance capability (ITSM, configuration, monitoring, compliance).
• Ability to design cross-tower operating models and ensure handoffs between app, infra, and security teams.
• Vendor management, negotiation, and relationship skills in large-scale IT outsourcing.
• Stakeholder management and executive communication; ability to translate technology risk and performance into business terms as needed.
• Led infrastructure in a retained/multisource outsourcing model, including governance and complex vendor relationships.
• Accountable for major infrastructure incidents, DR events, or data center/cloud service delivery via MSP partner.
• Experience designing and implementing infrastructure KPIs, service reporting, and continuous improvement programs.
• Familiarity with cloud governance and AI/IoT integration.
• Strong analytical and financial acumen for cost optimization and commercial management.

Who You Are (Skills / Qualifications):

Must Have Skills:

• Application lifecycle management
• IT governance and portfolio optimization
• Vendor and partner management
• Resource prioritization
• Business stakeholder management
• Financial oversight
• ITSM, operational governance, service performance, infrastructure, applications, asset management, or platform/service management knowledge.
• Vendor/MSP coordination, incident/problem/change awareness, service improvement mindset, and operational discipline.
• Strong analytical thinking and problem-solving capability.
• Clear written and verbal communication with the ability to tailor messages to different audiences.
• Strong collaboration skills and ability to work effectively across functions, regions, and time zones.
• High attention to detail with a strong quality, compliance, and control mindset.

Good to Have Skills:

• ITIL certification or experience with ServiceNow, CMDB, asset management, M365, Intune, Azure/AWS/GCP, IAM, networking, or infrastructure tools.
• Experience with managed service governance, service transition, automation, cloud operations, or modernization programs.
• Experience working in a shared services, GBS, captive, MSP, or outsourced delivery model.
• Exposure to global transformation, operating model change, transition, or service modernization initiatives.
• Process improvement experience, including Lean, Six Sigma, automation, or continuous improvement methods.
• Experience creating executive-ready materials, dashboards, process documentation, or stakeholder updates.

What Brink’s Offers:

At Brink’s, your goals are a priority. We build on your strengths and ambitions to create opportunities that help you grow and succeed professionally.

• Competitive compensation and performance-based incentives
• Comprehensive benefits and wellbeing support programs
• Opportunities for career progression and continuous learning
• Exposure to global teams and large-scale transformation initiatives
• A collaborative work environment that values inclusion, ownership, and innovation

Privacy:

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