IT Infrastructure Relationship Manager

The IT Infrastructure Relationship Manager serves as the primary point of contact between assigned countries and Group IT Infrastructure. The role is responsible for ensuring effective communication, alignment, and coordination of Infrastructure services, demands, projects, and strategic initiatives.

Acting as a trusted advisor to country IT and business stakeholders, the role provides visibility into service performance, project delivery, risks, and improvement opportunities while ensuring that country requirements are addressed by the appropriate Infrastructure teams.

This position requires a unique combination of strong stakeholder management skills and broad Infrastructure expertise. The successful candidate will be able to understand technical dependencies, challenge assumptions and proposed solutions, identify risks, and translate complex technical topics into meaningful business discussions.

Required Experience & Qualifications 

• Several years of experience in a senior IT Infrastructure, Infrastructure Service Management, Infrastructure Architecture, Technical Consulting, or IT Delivery role. 

• Experience working within complex, international, and distributed organizations. 

• Strong understanding of enterprise Infrastructure services, operational models, and technology dependencies. 

• Experience coordinating cross-functional Infrastructure initiatives and managing multiple stakeholders.

• Basic understanding of Infrastructure budgeting, cost management, and service charging models. 

• Strong written and verbal communication skills in English. Additional languages are considered an advantage.

Technical Knowledge 

Broad knowledge across multiple Infrastructure domains, including: 

• Microsoft 365 and Workplace Service. 

• Endpoint Management 

• Identity & Access Management. 

• Active Directory 

• Network Services 

• Datacenter Infrastructure (Cloud Platforms, Backup & Recovery, IT Security, IT Service Management (ITSM))

Key Competencies 

• Strong stakeholder management and relationship-building skills. 

• Ability to challenge and evaluate technical proposals, assumptions, risks, and dependencies. 

• Strong business acumen and customer-oriented mindset. 

• Excellent communication and facilitation skills. 

• Ability to translate business requirements into structured technical requirements. 

• Confidence to engage with both technical and non-technical audiences. 

• Strong organizational skills, attention to detail, and follow-through.

• Proactive, solution-oriented, and capable of working independently.

Stakeholder Management & Relationship Ownership

• Act as the primary Infrastructure contact for assigned countries and establish trusted relationships with country IT and business stakeholders. 

• Support the alignment and prioritization of country requirements with Group IT priorities.

• Ensure country stakeholders have clear visibility of Infrastructure services, initiatives, and project progress. 

• Coordinate regular service and project reviews with country stakeholders, service owners, and project managers.

Service Management & Continuous Improvement

• Provide a consolidated view of Infrastructure services, KPIs, service quality, operational risks, recurring issues, and improvement activities. 

• Identify opportunities to improve service quality, standardization, automation, operational efficiency, and risk reduction. 

• Escalate unresolved service issues, technical risks, project blockers, and conflicting priorities when required.

Demand & Project Coordination

• Capture, structure, and prioritize country Infrastructure requirements. 

• Translate business needs into clear and actionable input for service owners, architects, project managers, and technical teams. 

• Support the assessment of new Infrastructure demands, considering business impact, technical feasibility, security, compliance, supportability, and alignment with Group standards. 

• Maintain transparency across active and planned Infrastructure projects, including milestones, dependencies, risks, required decisions, and country responsibilities. 

• Coordinate country dependencies, local resources, testing activities, organizational readiness, and key project decisions. 

• Support the transition of completed projects into operational services, including documentation, support processes, monitoring, and service ownership.

Governance & Communication 

• Consolidate input from multiple Infrastructure teams into clear, consistent, and business-friendly communication. 

• Track actions, decisions, responsibilities, risks, and deadlines to ensure timely delivery and accountability. 

• Challenge incomplete requirements, unclear responses, unmanaged dependencies, and solutions that are not aligned with Infrastructure standards.