WHAT DOES AN INFRASTRUCTURE SERVICES MANAGER DO?

Published: Sep 12, 2025 - The Infrastructure Services Manager provides strategic and technical leadership across infrastructure services, including end-user computing, cloud, servers, databases, and networks. This role involves managing large-scale technical and compliance programs, covering SOX, PCI, GDPR, and vulnerability management, while ensuring system integrity, audit readiness, and recovery preparedness. The manager also governs ITIL-aligned ITSM functions, drives continuous service improvement, and oversees program financials and stakeholder communication.

A Review of Professional Skills and Functions for Infrastructure Services Manager

1. Infrastructure Services Manager Roles

  • M365 Management: Responsible for the M365 experience across all business units, including incident, request, problem, and change tickets.
  • Team Leadership: Manage a team of Unified Communication engineers through technology and organizational transformation.
  • Dashboard Reporting: Build reporting dashboards to better understand the environment and provide just-in-time information for project efforts.
  • Project Delivery: Effectively manage multiple efforts for migration solutions on time.
  • Standards Documentation: Define and document Unified Communications administration standards and processes.
  • Endpoint Strategy: Work with relevant stakeholders to define endpoint administration strategy and deliver routine updates.
  • Infrastructure Collaboration: Collaborate with multiple IT Infrastructure teams to deliver solutions to meet technical or business requirements.
  • Business Alignment: Work with internal and external customers to understand business needs, and contribute to the development of an IT strategy.
  • Market Analysis: Review competitive market assessment/benchmarking results and make recommendations.
  • Conflict Resolution: Approach issues or disagreements with the objective of reaching win/win solutions.
  • Advisory Leadership: Lead or participate in an advisory board to manage IT services demand.
  • Customer Experience: Manage the improvement processes that impact customer satisfaction and relationships.
  • Process Compliance: Accountable for ensuring that established processes are followed.
  • Budget Participation: Participate in the development of IT budgets.
  • Vendor Guidance: Provide advice and counsel to the vendor relationship decision-making and contract development processes.

2. Infrastructure Services Manager Essential Functions

  • Cloud Leadership: Lead in AWS and Technical Design Authority for all Cloud blueprints.
  • Pre-sales Support: Work on pre-sales (RFI and RFP) documents, presenting to senior stakeholders and management.
  • Technology Scouting: Identify and recommend new technology solutions.
  • Budget Planning: Set budgets for the Infrastructure Services Practice and feed into the delivery budget.
  • Standards Development: Take the lead on the development of standards, best practices, and organizational capability.
  • Marketing Contribution: Develop and contribute to marketing initiatives, e.g., datasheets, blogs, social media, whitepapers, and customer events.
  • Supplier Engagement: Develop and maintain relationships with key suppliers and technical authorities.
  • Design Delivery: Deliver technical design and development activities to programs and projects in line with agreed project plans.
  • Project Execution: Achieve successful delivery on time, within budget, and to agreed quality standards.

3. Infrastructure Services Manager Additional Details

  • Project Handover: Plan and complete project handover activities to all service and support teams.
  • Service Continuity: Maintain agreed service levels and knowledge transfer.
  • Change Management: Coordinate and manage infrastructure change and incidents for the effective delivery of day-to-day service and project activity.
  • Service Improvement: Promote, deliver, and seek opportunities for continual service improvement for customers.
  • Documentation Approval: Approval of documentation, training, and communication.
  • Customer Engagement: Customer engagement through kick-off meetings and monthly on-site visits.
  • Team Accountability: Create an environment where the team takes on accountability and ownership for solving customer issues.
  • Automation Focus: Focus on automation and solution knowledge to implement and improve the efficiency of the practice.
  • Solution Roadmap: Identify the roadmap for migrating and upgrading large-scale complex solutions.

4. Data Center Infrastructure Services Manager Duties

  • Team Leadership: Lead a Data Center Services team responsible for technical engineering, capacity and infrastructure project planning and oversight, including project management, metrics, reporting, technical services, site effort coordination, and large-scale, long-term planning both within a region and globally.
  • Project Oversight: Responsible for including oversight and delegation of project scopes and objectives, project planning documentation, communication, task resource availability management, change and risk management, project performance tracking, ensuring all team-managed projects are completed to high standards of quality, on time, within scope and budget.
  • Expert Management: Responsible for including management of globally-oriented, subject matter experts in multiple disciplines, including information security, hardware engineering, software engineering, provisioning, and related fields.
  • Site Support: Provide both site and global support and are key partners to other Facebook teams.
  • Project Reporting: Provide a project tracking/reporting/metrics structure that incorporates Facebook methodologies and standards, and that is effective with cross-functional partners and external vendors.
  • Mentorship Development: Mentor, lead, and develop the project management, presentation, organizational, technical, and leadership capabilities of team members, such that they can develop global technical solutions, oversee small to large-scale project efforts, and plan and coordinate daily operations and long-term project efforts with minimal supervision.
  • Global Collaboration: Collaborate with other Services Managers in data center sites around the globe.
  • Process Optimization: Evolve and optimize service level processes and approaches in a globally consistent way, to allow Facebook to scale and grow effectively.
  • Culture Building: Create and drive a culture of ownership, innovation, collaboration, accountability, and safety.
  • Strategic Leadership: Support and contribute thought leadership to the development and implementation of business, engineering, and project management practices that support the growth and ongoing management of the global data center IT footprint.
  • Operational Delivery: Deliver Facebook’s products and services from the data center site, ensuring operational delivery through collaboration and partnership with both remote and local peer organizations.
  • Cross-functional Coordination: Work with peer organizations and regional teams that affect and deliver services to data center operations, such as network operations, project management, facilities/maintenance management, logistics, hardware design, automated tooling and supply chain operations.
  • Capacity Management: Successfully maintain data center capacity to support ongoing business growth.

5. Infrastructure Services Manager Additional Details

  • Technical Governance: Responsible for leading technical governance over services delivered by partners, vendors and third-party suppliers.
  • Design Validation: Validate technical designs and proposed configurations and for the evaluation of technical changes, the validation of supplier-provided quotes/proposals and the assessment of supplier-provided root causes and corrective actions on a day-to-day basis.
  • Standards Development: Assist in the formulation of Infrastructure patterns and standards for effective service strategy and lifecycle planning.
  • Stakeholder Coordination: Liaise with partners and stakeholders, both internal and external, to deliver and execute an effective environmental planning strategy.
  • Solution Evaluation: Evaluate and provide expert recommendations in the design and implementation of Infrastructure solutions.
  • Infrastructure Maintenance: Ensure the development and maintenance of effective technology Infrastructure within the Westpac Group.
  • Cost Optimization: Support Infrastructure and Operations ‘Service Economics’ by providing relevant domain inputs and assistance in pricing analysis, cost assessment, cost optimization and reporting.
  • Service Reliability: Ensure delivery of stable and reliable technology Infrastructure for all Infrastructure and Operations customers through technical governance.

6. Infrastructure Services Manager Roles and Responsibilities

  • Design Approval: Evaluate and approve the technical designs and proposals.
  • Technical Oversight: Oversee technical assessment and technical evaluation in operational and recovery activities.
  • Solution Design: Assist with the development of solution designs on a basis.
  • Governance Participation: Attend operational governance meetings to review technical services delivery and own technical issues.
  • Continuity Planning: Understand business continuity requirements and provide expertise in the development of disaster recovery plans.
  • Disaster Recovery: Ensure effective Disaster Recovery plans are developed, documented, tested, and implemented.
  • Service Monitoring: Track and monitor service delivery life cycle through all phases whilst escalating issues to maintain effective governance, reporting and control.
  • Vendor Management: Drive partners, vendors and third-party suppliers, ensuring that they work in tandem with a customer-obsessed mindset to deliver quality and innovative solutions.
  • Team Leadership: Lead, develop and grow a team in accordance with Westpac’s people principles and processes, including developing optimal structures and clear accountabilities to maximise employee performance.

7. Infrastructure Services Manager Duties and Roles

  • Facilities Engineering: Responsible for engineering and maintenance of facilities in the CRE West Region portfolio, covering over 150 buildings and approximately 6.5 MSF, both owned and leased.
  • Facility Oversight: Facility management over three campuses and selected lease locations, overseeing operation of building systems and maintenance of the physical plant, including MEP, carpentry, paint, landscape, and hardscape.
  • Team Delegation: Effectively delegate and oversee staff, third-party vendors, and consultants in completing their work activities and managing programs and functions.
  • Vendor Management: Manage the union and third-party facility management team for maintenance and operations of all campuses.
  • Asset Management: Manage infrastructure assets (maintenance, repair, replacement) in the facility management system.
  • Site Inspection: Engage in field walks to update the conditional assessment of assets and systems.
  • Preventive Maintenance: Develop and implement preventative maintenance programs for all infrastructure systems.
  • Engineering Leadership: Manage the engineering team responsible for system operation and design input for capital projects.

8. Infrastructure Services Manager Responsibilities and Key Tasks

  • Safety Compliance: Advocacy of and adherence to the safety program.
  • Capital Planning: Develop and maintain a five-year capital maintenance plan for facility infrastructure.
  • Sustainability Integration: Integrate sustainability standards into the capital replacement program.
  • Vendor Management: Manage outside vendors for selected specialty facility functions.
  • Project Execution: Ensure comprehensive scopes of work, robust reporting/tracking, effective management, and driving value for the company.
  • Contract Negotiation: Collaborate with Sourcing for bidding and negotiation of these services.
  • Standards Maintenance: Maintain and update company standards for infrastructure installations.
  • Cross-Functional Collaboration: Collaborate with D&D and Sourcing to ensure standards are incorporated into projects and contracts.
  • Design Review: Partner for design review for project scope and technical reviews of facility projects.

9. Infrastructure Services Manager Details and Accountabilities

  • Project Partnership: Partner with Design and Delivery during planning and execution phases of ground-up, tenant improvement, and recurring capital projects, including any construction work that exceeds single-vendor management.
  • Service Alignment: Partner with business units to ensure service level agreements are reached and infrastructure maintenance work is prioritized.
  • Emergency Coordination: Participate in the Emergency Operations Team and collaborate with Crisis Management, Security, the local Police Department, the local Fire Department, etc., in emergency response and management.
  • Emergency Availability: Ensure coverage for off-hour emergencies and be available for response.
  • Regional Collaboration: Collaborate with Real Estate Operations East Region on topics and standards affecting both regions.
  • Industry Benchmarking: Collaborate with other entertainment studios for benchmarking and best practices, including sustainability-related initiatives.
  • Budget Management: Develop and maintain department budgets.
  • Staff Oversight: Manage staffing to ensure proper coverage and the current status of the preventative maintenance program while strategically using overtime.
  • Work Order Tracking: Manage the work order system and maintain reporting on trends and closure rates.

10. Infrastructure Services Manager Responsibilities

  • Process Optimization: Identify process improvements to improve efficiency and efficacy.
  • Sustainability Management: Manage energy and water conservation programs, including analysis and implementation of various Disney environmental initiatives, in collaboration with Disney Enterprise Corporate.
  • Energy Efficiency: Review infrastructure for opportunities for energy efficiency, emissions reductions, and other sustainability goals.
  • Strategic Planning: Develop long-term planning and identify key systems opportunities for adaptation.
  • Technology Evaluation: Evaluate new technologies and industry trends for potential integration or piloting.
  • Infrastructure Assessment: Identify deficiencies in existing infrastructure systems and plans for remediation.
  • Risk Review: Review critical systems and redundancies for business interruption potential.
  • Document Administration: Administer the document library for all managed locations.
  • Systems Digitization: Manage the digitization of systems and potential technology integration.

11. Infrastructure Services Manager Job Description

  • Strategic Planning: Design and implement short and long-term strategic plans.
  • Capacity Management: Ensure infrastructure capacity meets existing and future requirements.
  • Change Management: Build proactive strategies to manage change and ensure continuity of services.
  • Infrastructure Improvement: Explore areas of improvement for the environment, data centers, automation of disaster recovery, and any other areas of infrastructure services etc.
  • Policy Development: Develop, implement, and maintain policies, procedures, and associated training plans for infrastructure administration and project management, ensuring best practices for the organization’s infrastructure.
  • Performance Evaluation: Conduct effective performance evaluations and mentor team members.
  • Career Development: Help the team execute career development plans.
  • Team Accountability: Encourage team members to take responsibility for and drive infrastructure performance within the company.
  • Professional Growth: Challenge team members to progress toward their professional development goals.

12. Infrastructure Services Manager Job Summary

  • Infrastructure Strategy: Develop strategies, manage and set priorities for the design, maintenance, development, and evaluation of all storage management, capacity planning, VMware capacity planning and management, building and maintaining monitoring capabilities in the NOC, and any other areas of infrastructure.
  • Technology Roadmap: Maintain a 1–3 year technology road map for GEHA’s Enterprise Infrastructure team.
  • IT Alignment: Participate in the development of IT strategies with management and the executive team.
  • Standards Definition: Define hardware and software standards in conjunction with owners and stakeholders.
  • Platform Oversight: Direct and manage platform performance and analyze network performance statistics and reports.
  • Virtualization Strategy: Develop strategies for maintaining the virtual server infrastructure.
  • Compute Oversight: Direct and manage compute layer performance and analyze compute layer performance statistics and reports.
  • Compute Strategy: Develop strategies for maintaining the compute layer infrastructure.
  • Stakeholder Communication: Establish and maintain regular written and in-person communications with the organization’s executives, decision-makers, stakeholders, department heads, and end users regarding pertinent infrastructure activities.
  • Security Compliance: Ensure requirements of federal information systems security standards are met by managing code sets, encryption, and other data security procedures necessary to protect identities and electronic Protected Health Information (EPHI).
  • Disaster Recovery: Manage disaster recovery programs and procedures for Information Services.

13. Infrastructure Services Manager Roles and Details

  • Service Continuity: Ensure mission-critical tasks continue with little impact on turnaround time and no impact on quality of service.
  • Workload Management: Manage workload and assign project priorities to the platform and storage staff.
  • Procedural Readiness: Ensure procedure manuals are current and employees are cross-trained in order to assist staff in related specialty areas.
  • Executive Collaboration: Work with Directors, Enterprise Architecture, and VP, Information Services.
  • IT Acquisition: Recommend and obtain approvals for the acquisition and implementation of information technology services.
  • Budget Strategy: Strategize, review capital budget and operational expenditures and requests.
  • Budget Reconciliation: Reconcile annual budget purchases and recommendations for Enterprise Architecture, Desktop Support, and Telecommunications.
  • Budget Compliance: Review and monitor compliance with approved budgets and approve or deny expenditures.
  • Cost Management: Manage operational costs, conduct near- and long-term financial forecasts for expanded functionality/user base.
  • Vendor Oversight: Manage the contractual expectations set for various vendors and contractors who are engaged in the data center, infrastructure and Enterprise Architecture.
  • Standards Enforcement: Ensure standards are being achieved and that the suppliers are driving transformation within the domains of infrastructure components that they are responsible for.
  • Data Center Migration: Direct migration of the compute layer and storage hardware, applications, and data into or from the data center.
  • Asset Management: Provide data center inventory and asset management.

14. Infrastructure Services Manager Key Accountabilities

  • Infrastructure Architecture: Lead the design and delivery of an integrated infrastructure architecture that meets the requirements of a global business and is serviceable and supportable using Milkrite/InterPuls (MI) standard service delivery methods.
  • Service Desk Management: Own and manage the strategy and delivery of Service Desk services to MI’s global business.
  • Infrastructure Planning: Develop (alongside the Head of IT) and maintain the 3-year IT Infrastructure plan, aligned to, and supporting the MI business strategy.
  • Team Leadership: Lead, engage and develop a high performing team -setting objectives, appraising performance, planning future succession and coaching of the team in line with MI’s performance management processes.
  • Operational Oversight: Responsible for the operational management of the performance of MI’s IT Infrastructure, both directly and indirectly through service providers.
  • Technology Evaluation: Evaluate new infrastructure technologies.
  • Architecture Review: Assess and approve proposed infrastructure architecture changes.
  • Vendor Interface: Manage the day-to-day interface with key outsourced IT Infrastructure partners.

15. Infrastructure Services Manager General Responsibilities

  • Hardware Advisory: Advise on recommended change to the hardware and O/S element of the End Point computing service catalogue.
  • Infrastructure Design: Lead the Infrastructure design for new systems and services through participation in MI’s project processes.
  • Release Management: Plan and execute the release strategy for minor enhancements and major upgrades to Infrastructure, ensuring MI always has a supportable environment.
  • Project Support: Assist project managers in preparing briefing materials for the Service Desk and IT Training teams in order to deliver new Infrastructure into production.
  • Performance Reporting: Provide regular reporting of the performance of the Infrastructure.
  • Team Supervision: Supervises the deliverables and prioritizes the work of the Global IT staff to include the creation and close-out of IT services for new or closing country offices.
  • Service Delivery: Responsible for IT services to include procurement of networking hardware, servers, UPSs, internet connectivity, and so on.
  • Policy Implementation: Assist the Head of IT with the creation and implementation of new policies and procedures and other IT-related initiatives.

16. Infrastructure Services Manager Overview

  • Technical Leadership: Responsible for providing technical leadership and driving operational excellence over various infrastructure service delivery functions.
  • Program Management: Manage large programs, both technical and compliance-focused, that cross over various infrastructure domains such as end-user compute, servers, databases, cloud, and network.
  • Security Strategy: Create and execute high-level strategies for implementation, improvements and remediation of appropriate access protection, system integrity/reliability, audit control, and system recovery methods and procedures for agency infrastructure.
  • Project Delivery: Manage and deliver infrastructure and compliance projects.
  • Cross-Domain Oversight: Responsible for infrastructure projects may span across patching, monitoring, CMDB, etc., while Compliance projects may span across various regulatory domains such as SOX, PCI, EUGDPR, PII, etc., vulnerability management, Pen test remediations, security incidents, recoveries, breaches, intrusions, and/or system abuses.
  • ITIL Governance: Act as the governance body for ITIL practices and point of escalation for internal consumers regarding the end-to-end delivery of infrastructure services.
  • ITSM Oversight: Provide oversight to ITSM functions such as Change Management, Incident Management, Service Desk, Problem Management, CMDB, Asset Management, etc. and drive Continuous Service Improvement initiatives.
  • Program Coordination: Track and communicate program progress to appropriate stakeholders, coordinate with both internal and external partners for managing the timeline and delivery.
  • Financial Management: Manage appropriate labor and program financials throughout the program life cycle.

17. Infrastructure Services Manager Tasks

  • VTM Review: Review all aspects of the VTM management process (scanning, reporting, remediation, tracking).
  • Issue Identification: Identify pain points and issues that need to be addressed with owners and timelines.
  • Stakeholder Engagement: Identify key individuals from all groups, especially ICG Tech and GCG App Dev, to collaborate and drive the Analysis CAP.
  • Working Group Formation: Establish a core working group of technical SMEs and senior managers from all groups.
  • Governance Participation: Regularly participate and contribute to the VTM governance forum being established.
  • CAP Ownership: Own/drive remediation CAPs for their sectors towards completion.
  • Meeting Coordination: Invite core working group members to a weekly middleware VTM governance forum.
  • Issue Tracking: Review open issues, progress being made and immediate next steps.
  • Status Reporting: Provide monthly status updates to the senior leadership team (Risk, CTI, sector leaders).

18. Infrastructure Services Manager Role Purpose

  • Resource Planning: Identify and seek approvals for additional resource requirements.
  • Governance Support: Support the VTM governance forum and drive actions under the analysis and remediation of CAPS.
  • Stakeholder Insight: Provide services by using insights from stakeholder/partner relationships, actively seeking information to understand issues, expectations and needs.
  • Judgment Application: Provide evaluative judgment based on analysis of information in complicated, unique and dynamic situations, drawing on a diverse range of internal and external sources.
  • Influence and Negotiation: Persuade and influence others through communication and diplomacy skills and negotiate with external parties.
  • Risk Assessment: Appropriately assess risk when business decisions are made.
  • Compliance Leadership: Consider for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations.
  • Ethical Conduct: Adhere to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
  • Team Supervision: Effectively supervise the activities of others and create accountability with those who fail to maintain these standards.

19. Infrastructure Services Manager Key Accountabilities

  • Technology Leadership: Provide technology and process component thought leadership to the Infrastructure services team for the selection and design of new technologies or performing upgrades to existing.
  • Process Development: Develop and implement standards, procedures and processes for the engineering teams.
  • Risk Management: Identify risks in the environment, document gaps in best practices and implement technical or process improvements to mitigate risk.
  • Support Planning: Plan and manage the support of new technologies, systems performance and reliability.
  • Systems Architecture: Maintain and advance the back-office services environment through effective engineering and architectural design of solutions that support the user and application needs of the organization.
  • BackOffice Oversight: Responsible for directing the planning, design, implementation, and ongoing operation efforts of the BackOffice technology and application architecture.
  • Team Management: Manage the operational work efforts, scheduling and provide leadership to the telecommunications team.
  • Documentation Compliance: Ensure documentation related to calling codes, performing operational tasks and team policies is maintained and the staff is well versed in each and that refresher training is provided annually.

20. Infrastructure Services Manager Additional Details

  • Client Analysis: Delve into clients’ divisions to figure out their business needs.
  • Technology Consulting: Advise clients on using technologies such as ServiceNow, AWS, Azure, Moogsoft, Jira, etc.
  • Service Transformation: Meet their Service Management transformation needs in areas such as Service integration and stabilization for M&A, Hybrid Cloud Operations transformation, and IT Automation.
  • Solution Delivery: Lead teams to build state-of-the-art solutions powered by AWS, Azure, ServiceNow, and Cloudscape tools that meet clients’ unique needs.
  • Change Enablement: Create change plans and lead efforts that help clients help their people embrace the changes that come with the transformation of their Service Management functions.
  • Business Development: Look for ways to grow Accenture’s Service Management practice and contribute to landing future sales.
  • Knowledge Building: Keep building Service Management know-how by staying current on market innovations and the latest developments.
  • Thought Leadership: Use expertise to cement Accenture’s position as a Service Management thought leader.

21. Infrastructure Services Manager Role Purpose

  • Contract Management: Responsible for tendering, contracting, contract supervision and financial management.
  • Infrastructure Automation: Identify and create automation scripts and software implementation with the goal of infrastructure operation.
  • Technical Facilitation: Lead meetings to review requirements, review gap analysis, review a technical methodology, and assist in conducting demonstrations of the solution.
  • Problem Solving: Problem-solving and decision-making that support a defect resolution process by bringing an understanding of the operations scheme, its engineering, and the underlying business processes.
  • Vendor Service Oversight: Manage the service delivered by hosting partners to ensure that the service is delivered and documented.
  • Monitoring Platform: Responsible for the global monitoring service platform.
  • Project Involvement: Participate in the assessment and implementation of projects involving hosting.
  • Service Management: Responsible for service management, design, documentation, change management and support structure.
  • L3 Support: Responsible for L3 support for escalated end user incidents, application support, service documentation and training.

22. Infrastructure Services Manager Duties and Roles

  • Technical Review: Review the technical advice provided by the technology partners.
  • Environment Assessment: Identify weaknesses within the existing environment.
  • Technology Oversight: Oversee the technology improvements.
  • Issue Diagnosis: Assist with the diagnosis of operational issues.
  • Partner Collaboration: Work with external partners.
  • Contractor Supervision: Supervise building trade staff and subcontractors for General Estate Works under the Defence Contract.
  • Site Coordination: Arrange site access, including inductions, drawings, maps, escorts, dig permits and so on, for in-house staff, contractors, and sub-contractors.
  • Budget Management: Manage costs and budgets associated with the delivery of GEW.
  • Service Monitoring: Monitor the performance of the service delivery function and it meets the Defence requirements.
  • QA and Compliance: Coordinate appropriate QA, HSE and audit-related activities for the GEW services delivered.
Relevant Information
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