Manager, IT Infrastructure & Operations

This role is responsible for providing hosting operations support for APAC managed on-prem and cloud infrastructure. The manager will lead a team of four across India, Australia, and China. Key responsibilities include building relationships with internal customers, ensuring transparent communication, leading global hosting personnel, refining SOPs for operations, and monitoring service delivery effectiveness. The role also involves technology planning, ensuring reliable IT operations, facilitating capacity planning, and engaging with vendors to establish cloud services.

Must Have

• Builds and maintains strong relationships, acting as a liaison between internal staff and the BU internal customers
• Provides transparent communication on both a strategic and an operational level to BU and GBS personnel
• Provides leadership to APAC Global Hosting personnel (both internal and third party) in the performance of operations and support to include configure, deploy, support and troubleshoot related responsibilities
• Refines and approves Standard Operating Procedures (SOP’S) for traditional and cloud operations
• Monitors the effectiveness of the delivery of APAC Global Hosting services using metric based KPI’s and implements process revisions to drive continuous improvement
• Works with GBS peers and Divisions on annual Technology Planning Process (TPP), and divisional VSPs, GBS VSPs and budget
• Assures It Operations Support services are reliable, efficient, and resilient in response to business needs
• Implements common ITIL/ITSM processes as defined by the ITSM Process management team
• Facilitates a capacity planning process to align traditional and cloud capacity with Business Unit demand and identify consumption reduction opportunities to minimize costs
• Ensures Standard Operating Procedures and deployed configurations are consistent with security policies and high availability service level objectives
• Provides for accurate and complete configured item data within the appropriate tooling
• Interfaces with vendors to establish IT Operations services for cloud environments
• Monitors SLA’s and IT Operations engineers performance in delivery of assigned tasks
• Provides guidance in the development and refinement of Standard Operating Procedures used to deliver Global Hosting services
• Cloud certifications
• Strong cloud experience
• Working knowledge of project management

Good to Have

• Passion and Energy to rally a team to turn a vision into a reality
• Empower the team to understand and be comfortable with failing fast and learning from failures to fully realize and maximize innovative spirit of the team
• Establish decisive decision making utilizing strategic thinking and guidance from stakeholders and teams utilizing and supporting services
• Establish strong focus on ensuring services can be effectively delivered
• Customer-focused mindset – Drive the team to work together to solve real problems for our customers and users
• A strong focus on the details, by coaching and influencing the team to pay attention to the details
• Have an eye for how to market the services properly and effectively to our customers and other key stakeholders
• Bring focus on identifying, building, and effectively tracking efficiencies, via metrics, for enterprise services

Perks & Benefits

• Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.

This role will have the responsibility of providing hosting operations support for the APAC managed on-prem and cloud infrastructure. The role will manage a team of 4 located in India, Australia, and China. Cloud certifications and strong cloud experience is a must.

The APAC IT Infrastructure Manager responsibilities include:

• Builds and maintains strong relationships, acting as a liaison between internal staff and the BU internal customers
• Provides transparent communication on both a strategic and an operational level to BU and GBS personnel
• Provides leadership to APAC Global Hosting personnel (both internal and third party) in the performance of operations and support to include configure, deploy, support and troubleshoot related responsibilities
• Refines and approves Standard Operating Procedures (SOP’S) for traditional and cloud operations.
• Provides input and builds out the service catalog to better meet business needs
• Develops, shares, and leverages best practices across the Global Hosting organization
• Monitors the effectiveness of the delivery of APAC Global Hosting services using metric based KPI’s and implements process revisions to drive continuous improvement.
• Works with GBS peers and Divisions on annual Technology Planning Process (TPP), and divisional VSPs, GBS VSPs and budget
• Assures It Operations Support services are reliable, efficient, and resilient in response to business needs
• Implements common ITIL/ITSM processes as defined by the ITSM Process management team
• Facilitates a capacity planning process to align traditional and cloud capacity with Business Unit demand and identify consumption reduction opportunities to minimize costs.
• Ensures Standard Operating Procedures and deployed configurations are consistent with security policies and high availability service level objectives.
• Provides for accurate and complete configured item data within the appropriate tooling
• Vendor and 3rd Party Supplier Engagement:
• Interfaces with vendors to establish IT Operations services for cloud environments
• Monitors SLA’s and IT Operations engineers performance in delivery of assigned tasks
• Provides guidance in the development and refinement of Standard Operating Procedures used to deliver Global Hosting services

What You Bring To The Team -

• Passion and Energy to rally a team to turn a vision into a reality
• Empower the team to understand and be comfortable with failing fast and learning from failures to fully realize and maximize innovative spirit of the team.
• Establish decisive decision making utilizing strategic thinking and guidance from stakeholders and teams utilizing and supporting services
• Establish strong focus on ensuring services can be effectively delivered
• Customer-focused mindset – Drive the team to work together to solve real problems for our customers and users
• A strong focus on the details, by coaching and influencing the team to pay attention to the details
• Have an eye for how to market the services properly and effectively to our customers and other key stakeholders
• Bring focus on identifying, building, and effectively tracking efficiencies, via metrics, for enterprise services
• Working knowledge of project management

Strong experience with cloud operations

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Be the Difference

If making a difference matters to you, then you matter to us.

Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day.

We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.

You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

About Wolters Kluwer

Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide.

Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.

Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.

We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.

For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn.

Tips & Tricks - Resumes

Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume.

Building Diverse Teams

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.

This principle is ingrained in our company values and articulated in our Code of Business Ethics.

Our Global Well-being Program

At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.

In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program.

Equal Opportunity Employer

To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.

All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

GDPR