Lead Delivery Engineer - Infrastructure

Lead Delivery Engineer, Infrastructure

About Williams-Sonoma, Inc.

Founded in 1956 and headquartered in San Francisco, California, Williams-Sonoma, Inc. is a Fortune 500, digital first, multi-channel specialty retailer. Our company vision is to own the home, and the places where our customers work, stay, and play. We bring the latest home furnishing trends to life for customers through the individual lenses of our ten distinct brands, each serving different life stages and rooms of the home and beyond. Our brands include Williams Sonoma, Williams Sonoma Home, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Rejuvenation, Mark & Graham, GreenRow, and Dormify. We are committed to sustainability, continuously working to protect our planet, while building an open and collaborative culture across our organization.

With more than 500 retail stores globally and multiple international franchise operations, technology is a core driver of our business strategy. We build and operate in-house platforms powering e-commerce, supply chain, merchandising, analytics, and customer experience ecosystems worldwide.

Engineers at the Williams-Sonoma India Technology Center build and scale digital commerce platforms that power these global brands, serving millions of customers worldwide.

Role Overview

As the Lead Delivery Engineer, Infrastructure, you will provide operational delivery leadership across the Infrastructure Engineering Operations organization, helping ensure consistent execution, effective cross-team coordination, and operational excellence across Windows, Linux, Storage, Virtualization, Enterprise Tools, and related infrastructure domains.

Working closely with the global teams, this role will coordinate how infrastructure teams operate and deliver services, including incident and escalation management, ticket handoffs, operational governance, service performance, process standardization, and coordination with senior engineering teams.

A key responsibility of this role will be to serve as the primary operational point of coordination between external delivery partners and Williams-Sonoma's in-house infrastructure teams, ensuring clear ownership, timely execution, effective communication, and consistent adherence to WSI standards and expectations.

This role is focused on service delivery rather than serving as the deepest technical engineering authority. The successful candidate will have sufficient infrastructure knowledge to understand cross-domain dependencies and facilitate technical discussions, while bringing particular strength in operational delivery, coordination, governance, service management, and continuous improvement.

This role reports to the Sr. Manager, Infrastructure Engineering Operations.

Impact of the Role

• Lead service delivery across Windows, Linux, Storage, Virtualization, Enterprise Tools, and core infrastructure platforms.
• Partner with internal technology teams, global engineering organizations, and strategic service providers to deliver reliable, high-quality operations.
• Build and continuously improve operational processes, governance, documentation, and best practices that drive consistency and scale.
• Drive rapid cross-functional incident response, ensuring clear ownership, timely resolution, and transparent stakeholder communication.
• Champion operational readiness through infrastructure change planning, implementation coordination, validation, and seamless service transitions.
• Use operational metrics to identify opportunities, improve service quality, reduce risk, and optimize performance across the infrastructure organization.
• Foster collaboration, knowledge sharing, and operational excellence across globally distributed technology teams.
• Harness AI, automation, and data-driven insights to streamline operations, improve service delivery, and enhance the employee and customer experience.

Technology Platforms You Will Work On

• Windows
• Linux
• Storage
• Virtualization
• Enterprise Tools
• Networking
• Cloud technologies
• ITSM platforms, including ServiceNow
• Monitoring and observability platforms
• Automation technologies
• AI-enabled operational capabilities

Key Responsibilities

• Lead service delivery across Windows, Linux, Storage, Virtualization, Enterprise Tools, and core infrastructure platforms.
• Partner with internal technology teams, global engineering organizations, and strategic service providers to deliver reliable, high-quality operations.
• Build and continuously improve operational processes, governance, documentation, and best practices that drive consistency and scale.
• Lead Incident, Major Incident, Change, Problem, Service Request, and Knowledge Management processes to deliver exceptional operational outcomes.
• Drive rapid cross-functional incident response, ensuring clear ownership, timely resolution, and transparent stakeholder communication.
• Champion operational readiness by leading infrastructure change planning, implementation coordination, validation, and seamless service transitions.
• Use operational metrics to identify opportunities, improve service quality, reduce risk, and optimize performance across the infrastructure organization.
• Prepare and lead operational readiness for new technologies, disaster recovery exercises, peak retail events, planned maintenance, and other business-critical initiatives.
• Foster collaboration, knowledge sharing, and operational excellence across globally distributed technology teams.
• Harness AI, automation, and data-driven insights to streamline operations, improve service delivery, and enhance the employee and customer experience.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.
• 8+ years of experience in enterprise technology operations, service delivery, infrastructure, or IT operations.
• 3+ years of experience leading service delivery, operational teams, or cross-functional technology initiatives.
• Proven success leading infrastructure operations, service delivery, or operational support in large-scale, global enterprise environments.
• Broad technical knowledge across enterprise infrastructure, including Windows, Linux, virtualization, storage, networking, cloud, and enterprise platforms.
• A track record of leading cross-functional operational delivery, driving accountability, and aligning multiple technical teams toward common outcomes.
• Deep experience managing Major Incidents, operational escalations, and service restoration in mission-critical production environments.
• Strong working knowledge of ITIL practices, including Incident, Change, Problem, Knowledge, and Service Request Management.
• Experience designing and improving operational processes, governance, runbooks, and service management practices that increase consistency and efficiency.
• A data-driven approach to operations, using KPIs such as SLA attainment, MTTR, backlog health, and change performance to drive continuous improvement.
• Exceptional stakeholder management, with the ability to influence and collaborate across engineering, operations, leadership, and external partners.
• Excellent communication, critical thinking, and decision-making skills, especially under pressure in fast-paced operational environments.
• An ownership mindset with a passion for service excellence, operational discipline, collaboration, continuous improvement, and leveraging AI and automation to enhance service delivery.
• Strong understanding of enterprise IT infrastructure, cloud technologies, and production support in highly available environments.
• Experience with ITSM platforms such as ServiceNow and operational reporting, dashboards, and performance metrics.
• Experience managing major incidents, service transitions, operational readiness, and change execution.
• Familiarity with monitoring, observability, automation, and AI-enabled operational capabilities.
• Strong analytical, communication, stakeholder management, and organizational skills with the ability to influence across technical and business teams.
• Relevant ITIL, Agile, or service management certifications are preferred.
• Experience leading service delivery across globally distributed technology teams and external managed service providers.
• Experience supporting complex, customer-facing enterprise environments, preferably in retail, eCommerce, or other high-availability industries.
• Experience leading service transitions, operational readiness, or the successful adoption of new technologies into production.
• Demonstrated success improving operational maturity through process standardization, governance, automation, and continuous improvement initiatives.
• Experience using operational metrics and service performance data to drive measurable improvements in reliability, customer experience, and operational efficiency.
• Familiarity with AI-enabled operations (AIOps), workflow automation, or other technologies that improve service delivery and operational effectiveness.
• ITIL Foundation or equivalent IT Service Management certification preferred.

Why Join Williams-Sonoma India Technology Center

• Our people first and performance driven culture means that we provide opportunities to grow and build a career and invest in the well-being of our associates, including comprehensive benefits to support you and your family.

• Scale and innovation of a Fortune 500 company combined with a high-ownership that empowers engineers to make real impact.

• Build and operate large-scale digital commerce platforms serving millions of customers worldwide, working on systems that run at global scale.

• Continuous learning environment with opportunities to work on cutting-edge technologies, AI-driven solutions, and large-scale engineering challenges.

• Hybrid work model designed for flexibility and collaboration, with two in-office days for team engagement.