The Infrastructure Director leads the Managed Services Infrastructure Center of Excellence, overseeing the design, implementation, and management of IT infrastructure across diverse client environments. The role is responsible for ensuring high performance, scalability, and security while driving operational excellence and innovation. Key responsibilities include managing infrastructure operations, optimizing vendor relationships, executing complex projects, and leading high-performing teams. This position collaborates with cross-functional service teams to deliver exceptional IT solutions, align infrastructure strategies with business objectives, and ensure seamless and secure service delivery.
Travel: Up to 25%
Essential Job Duties
- Collaborate with CIOs and client leadership teams to develop infrastructure strategies aligned with organizational needs, goals, and growth plans.
- Forecast future infrastructure requirements to ensure scalability and capacity for evolving business demands. Identify and evaluate emerging technologies to assess their impact on service delivery and operations.
- Oversee infrastructure operations across multiple client environments, ensuring performance and SLA compliance. Manage the operation and maintenance of networks, servers, storage, and virtualization platforms.
- Negotiate vendor contracts, procure hardware and software, and oversee service agreements to ensure quality and SLA adherence.
- Serve as the primary escalation point for operational issues, ensuring timely and effective resolution. Coordinate with the SOC to manage alerts, address vulnerabilities, and implement threat mitigation strategies.
- Drive compliance with cybersecurity best practices and regulatory standards by collaborating with the Information Security Center of Excellence.
- Implement and maintain security protocols, including firewalls, access controls, encryption, and intrusion prevention systems. Develop and regularly test disaster recovery plans to safeguard business operations.
- Establish and enforce backup and restore policies, procedures, and tools to ensure data integrity and availability. Design and maintain monitoring and alerting systems for proactive issue detection and resolution.
- Monitor cybersecurity trends and work with vCISOs to adjust strategies for protecting client environments proactively.
- Create and enforce infrastructure policies, standards, and processes in alignment with client requirements and industry best practices.
- Establish governance frameworks to monitor policy adherence and drive continuous improvement.
- Develop performance metrics and reports to assess infrastructure health and identify improvement opportunities.
- Lead continuous improvement initiatives by optimizing processes and integrating automation tools. Implement automation solutions to streamline operations and enhance service delivery.
- Own the Infrastructure COE Change Management process, ensuring smooth transitions with minimal client impact. Oversee the planning, execution, and delivery of infrastructure projects to meet client and business objectives.
- Lead root cause analysis efforts for critical incidents and implement improvements to prevent recurrence. Coordinate release and patching cycles with service teams to ensure seamless deployments.
- Manage budgets and staff to balance service delivery with operational efficiency. Monitor costs across environments to achieve financial goals.
Additional Responsibilities
- Develop and implement training programs to enhance team skills and professional growth.
- Occasional travel to client sites, as needed up to 25%.
- On-Call Coverage: Participation in an on-call rotation, and out of hours leadership escalation, may be required to manage critical incidents.
Required Skills/Abilities
- Demonstrated ability to foster a culture of collaboration, accountability, and high performance across teams and collaborate effectively across departments, with an emphasis on aligning infrastructure solutions with business objectives.
- Ability to act as a visible champion for the Infrastructure Center of Excellence, the services the Center delivers, the tooling the Center uses, the team members of the Center, and the clients the Center serves.
- Demonstrated ability to align infrastructure strategies with industry best practices, business objectives, and regulatory requirements.
- Demonstrated ability to analyze complex technical issues and develop effective, scalable solutions.
- Ability to manage multiple projects and service portfolios across client environments efficiently.
- Strong troubleshooting skills with a focus on identifying root causes and implementing preventive measures.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
- Commitment to delivering high-quality technical solutions that meet client needs and enhance user experiences while providing technical excellence and a proactive approach to self-improvement and knowledge-sharing within the team.
Minimum Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (or equivalent experience).
- 10+ years of IT experience in infrastructure or technical roles
Preferred Qualifications
- 20+ years of IT experience in infrastructure or technical roles
- 10+ years of line management and leadership experience with 3+ years managing infrastructure for multiple clients.
- 5+ years of experience working and delivering in a managed services environment.
- 5+ years of experience with Windows and Linux servers; virtualization platforms (e.g., VMware, Azure, Google Cloud); networking platforms (e.g., Cisco, Juniper, and Aruba); and Active Directory, DNS, DHCP
- Experience and knowledge with a broad range of automation and environments management tools (e.g. PowerShell, SCCM, InTune, Terraform, Azure CLI/ARM, Python, Bash/Shell, Ansible)
- Experience working with ITIL-based processes from a service delivery perspective and managing M365/G-Suite environments
