Company Overview:

Job Summary:

Infrastructure & Operations Leadership

• Set the direction for infrastructure and operations across the enterprise.
• Build roadmaps that support growth, scalability, security, and business needs.
• Evaluate current platforms, identify gaps, and prioritize improvements.
• Establish operational standards, processes, and expectations across the organization.
• Serve as a trusted advisor to executive leadership on infrastructure-related decisions, investments, and risks.
• Partner with enterprise technology leadership to ensure infrastructure, identity, and endpoint platforms are ready to support AI tools and services across the organization.
• Participate in enterprise AI governance, including evaluation of infrastructure, security, and data implications of new AI tools entering the environment.

IT Operations

• Lead the day to day operation of enterprise infrastructure and support services.
• Create consistency in how incidents, changes, problems, and outages are managed.
• Improve operational visibility through monitoring, reporting, and performance metrics.
• Improve service quality, responsiveness, and user experience.
• Partner with business leaders to understand challenges and remove technology obstacles.

Network, Cloud & Infrastructure Services

• Oversee enterprise networking, including WAN, SD WAN, LAN, wireless, internet connectivity, and telecommunications services.
• Lead hybrid cloud and on-premise infrastructure environments.
• Guide infrastructure modernization efforts, including automation and platform improvements.
• Manage data center operations, backup platforms, recovery capabilities, and infrastructure lifecycle planning.
• Reduce operational risk through sound architecture, planning, and execution.

Identity, Security & Risk

• Partner closely with cybersecurity leadership on infrastructure-related security initiatives.
• Oversee identity and access management platforms and processes.
• Support vulnerability remediation efforts across infrastructure platforms.
• Participate in security incident response and recovery activities.
• Maintain compliance with internal security standards and audit requirements.
• Support secure deployment of AI platforms by enforcing identity, access, and data protection standards across AI-enabled applications and services.
• Partner with security leadership to assess and manage risks associated with AI tool adoption, including data handling, endpoint controls, and acceptable use enforcement.

Operational Metrics & Performance Management

• Establish and maintain KPIs and operational scorecards across Infrastructure and Service Desk functions.
• Develop executive dashboards that provide visibility into infrastructure health, service performance, operational risk, customer satisfaction, and team productivity.
• Track and report metrics such as infrastructure availability, SLA attainment, MTTR, MTTD, First Contact Resolution, change success rates, incident trends, vulnerability remediation, endpoint compliance, and customer satisfaction.
• Present operational performance, trends, risks, and improvement plans to executive leadership.
• Use metrics to identify opportunities for improvement and strengthen accountability across the organization.
• Build a culture where decisions are supported by data, measurable outcomes, and business impact.

Team Leadership

• Lead, coach, and develop a team of infrastructure and operations professionals.
• Establish clear priorities, expectations, and accountability.
• Build future leaders within the organization.
• Recruit and retain strong technical talent.
• Create a culture where people take ownership, communicate openly, and follow through on commitments.

Business Partnership & Vendor Management

• Build strong relationships with executives, business leaders, and operational stakeholders.
• Communicate technical concepts in a way that business leaders can understand.
• Manage relationships with technology vendors, service providers, and strategic partners.
• Oversee infrastructure budgets and technology-related operating expenses.
• Review contracts and technology investments to maximize value and reduce risk.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field strongly preferred.
• 12+ years of progressive experience in infrastructure and operations environments.
• At least 5 years leading infrastructure, network, cloud, platform, or IT operations teams.
• Candidates must have previously reported directly to a CIO, CTO, Executive Vice President, Senior Vice President, or equivalent executive technology leader.
• Previous hands-on experience as a Systems Administrator, Infrastructure Engineer, Network Engineer, Cloud Engineer, Architect, or similar technical role.
• Experience supporting organizations with at least 2,500 employees across multiple locations.
• Experience leading hybrid cloud and on-premise environments.
• Strong understanding of enterprise networking, cloud services, identity management, endpoint management, and infrastructure operations.
• Experience leading service desk and end-user support organizations.
• Experience managing vendors, service providers, contracts, and technology budgets.
• Experience developing and managing Infrastructure and Service Desk KPIs, operational scorecards, and executive dashboards.
• Experience presenting operational performance, risks, trends, and improvement plans to executive leadership.
• Experience leading infrastructure and operations teams through periods of growth, organizational change, acquisitions, or transformation.
• Strong communication skills and executive presence.

Preferred Qualifications

• Master's degree in a related field.
• Experience supporting manufacturing, distribution, retail, field services, or other highly distributed environments.
• Experience supporting organizations with 3,000+ employees and 100+ locations.
• Experience leading infrastructure modernization initiatives.
• Infrastructure architecture or enterprise architecture experience.
• ITIL certification or similar operational framework experience.
• Relevant certifications such as CISSP, CCNP, Azure, AWS, VMware, PMP, or ITIL.
• Working knowledge of AI platform infrastructure requirements, including data security, licensing, and endpoint considerations.

Competencies

• Strong leadership presence with the ability to build trust and credibility across the organization.
• High emotional intelligence and strong interpersonal skills.
• Proven ability to develop teams, raise performance standards, and hold people accountable.
• Strong communication skills with the ability to translate technical topics into business discussions.
• Customer-focused mindset with a commitment to service quality and employee experience.
• Strong operational leadership skills with a focus on execution, follow through, and results.
• Ability to prioritize competing demands and make sound decisions in a fast-paced environment.
• Strong understanding of enterprise infrastructure, networking, cloud platforms, identity management, and end-user computing.
• Experience building KPI frameworks, operational scorecards, and executive dashboards.
• Strong business acumen with the ability to connect technology investments to business outcomes.
• Comfortable working with executives, business leaders, and technical teams.
• Maintains composure and sound judgment during major incidents and high pressure situations.
• Curiosity and fluency with emerging technologies, including practical understanding of how AI tools affect infrastructure, security, and end-user support.

Success Measures

• Build credibility with the Infrastructure & Operations team.
• Establish clear priorities and performance expectations.
• Improve service desk responsiveness and customer satisfaction.
• Strengthen operational discipline around change management, monitoring, documentation, and incident response.
• Improve infrastructure reliability and reduce recurring operational issues.
• Establish an Infrastructure and Service Desk KPI framework with executive dashboards and reporting.
• Provide leadership with visibility into operational performance, technology risks, trends, and improvement opportunities.
• Improve partnerships between IT (ETI) and business stakeholders.
• Develop and begin executing a practical infrastructure modernization roadmap.
• Strengthen infrastructure security and recovery capabilities.
• Create a culture where ownership, accountability, urgency, and follow-through become the standard.
• Provides executive leadership with clear and consistent reporting on operational health, risks, trends, and business impact.
• Creates accountability throughout the organization through measurable goals and performance standards.
• Establish infrastructure and identity readiness to support enterprise AI tool adoption, in partnership with security and ETI governance processes.