Responsible for the day-to-day management of the IT operations and infrastructure teams with a continuous focus on best-in-class customer service and delivery
Responsible for enterprise infrastructure vision and strategy, working with multiple executive and senior-level stakeholders in creating a clear, convincing technical strategy that aligns with business priorities and objectives
Responsible for technical execution and the scaling and building of enterprise infrastructure and operations
Analyze business results, providing deep insight into ongoing trends and performance.
Evaluate current technology capabilities, risks, and roadmap against various department and company goals; Facilitate conversations across business units to drive agreement.
Overseeing a team of engineers, technicians, and helpdesk personnel to ensure that all patches, security updates, upgrades, projects, jobs, and tasks are completed on time, within budget, to customer satisfaction, and to company standards
Responsibility for designing and implementing improved IT Support policies/procedures
Recommending and implementing changes to products or services to fulfill the needs of the business and the customer
Collaborates with members of the senior leadership team to identify ways IT can assist the company in achieving business and financial goals
Ensures that IT and network infrastructure adequately support the company’s computing, data processing, and communications needs
Development and oversight of IT policies, standards, and procedures to protect Company assets, comply with government and regulatory requirements and ensure a well-controlled IT environment
Oversee contract negotiations with IT vendors, contractors, and service providers
Build and maintain strong and effective relationships with select executive and business leadership, project management, process improvement, strategy, and service delivery vendors to ensure service delivery standards are defined and appropriately governed
Define and communicate project milestones, service level agreements, and resource allocation to the VP/CIO, department business leaders, support staff, and end users
Overarching responsibility and guides best practices framework (e.g., ITIL and Life Cycle Management) for the support and sustainability of enterprise applications
Develop business case justifications and cost/benefit analyses for IT spending and initiatives
Manage strategic relationships between internal IT resources, distinct business units, end users, vendors, and partner organizations
Manage financial budgets, resources, and relationships with stakeholders, vendors, and business partners
Partner with leadership to proactively identify needs and resolve issues. This includes researching the background of the issue(s), identifying root causes, quantifying the scope and scale of the issue(s), identifying possible solutions, making recommendations, and executing the solution by desired business outcomes
Actively lead M&A migration efforts as it pertain to infrastructure
Negotiate and administer vendor and consultant contracts and service agreements
Conduct regular compliance checks and test operating systems. Document findings with case scenarios, workflow diagrams, and data models
Manage, train, and develop the technology team to inspire growth and innovative solutions
Supervise recruitment, development, retention, and organization of the infrastructure staff by budgetary objectives and personnel policies
Bachelor’s degree in information technology, computer engineering, or a related field of study
Prior experience implementing/supporting complex infrastructure functions is preferred
Working knowledge of infrastructure architecture, database, cloud, and network technologies required
Strong business acumen and ability to maintain budgetary control
Proven and demonstrated leadership, communication, organization, and effective management of technology projects
Possess excellent interpersonal, change management, and problem-solving skills combined with demonstrated team management capabilities
10+ years’ experience working with IT infrastructure strategy & operations
Strong analytical and interpersonal skills
Exceptional communication skills, both written and verbal
Rigorous attention to detail and highly organized, but able to operate with ease at all levels (from strategy to execution)
Deep empathy for customer experience – constantly analyzing and assessing from the customers’ viewpoint
Authentic people leader who invests in nurturing potential as well as proven talent. Conscious and supportive of diversity & inclusion and their value to customers, business, and the team.
Collaborative, while firm on goals and driving the extended team toward actions (and deadlines) to achieve them
Strong analytical skills looking broadly across the organization, with the ability to summarize large amounts of data from various inputs
Strategic thinker with proven ability to operationalize the strategy. Strong problem-solving skills
Clear and optimistic vision for what can be. Proven ability to execute with urgency and pragmatism in the current environment
High curiosity – proactively seeking to learn more and ‘connect the dots’ for better solutions
Affinity toward technology as a customer experience enabler