AVP, Infrastructure & Operations

The Assistant Vice President, US Infrastructure & Operations is a leadership role reporting to the VP, US Infrastructure & Operations and leading the day-to-day operational and engineering needs for all Infrastructure & Operations services across the United States.

This leader ensures secure, scalable, resilient, and high-performing technology services for a highly distributed and hybrid US workforce.

This AVP provides leadership and executive representation across forums and functions, while carrying primary accountability for the execution of Service Desk Operations, Service Management, Digital Workplace Management, Cloud & Hosted Infrastructure, Network Infrastructure, Incident, Release & Change Management, Major Incident Management, Service Transition, and legacy/heritage platform operations across the US business.

The role pairs broad operational ownership with deep technical engagement, providing hands-on engineering leadership across network, cloud and on-premise infrastructure, server and storage, virtualization, and endpoint/desktop domains—translating regional strategy into delivered outcomes while maintaining stringent uptime, disaster recovery, and business continuity requirements across modern cloud platforms, mainframe, and internally developed bespoke software systems.

• Day-to-day delivery across all US I&O functions—Cloud & Hosting, Networking, Service Desk, Deskside Support, Service Management, Digital Workplace, and Heritage Systems—ensuring services meet uptime, performance, and user-experience targets.

• Provide hands-on engineering leadership across the design, implementation, and lifecycle management of: network architecture (LAN, WAN, SD-WAN, wireless, VPN); cloud infrastructure (IaaS, PaaS) and hybrid environments; data center and on-premise infrastructure; server, storage, and backup/recovery platforms; virtualization and containerization; and endpoint/desktop engineering including remote and frontline workforce solutions.

• Lead incident, problem, and change management, including major incident response and root-cause engineering, driving measurable improvement in MTTR, availability, and digital experience.

• Execute resilient engineering practices including failover simulations, redundancy and backup validation, chaos testing, and capacity and availability forecasting.

• Drive automation, standardization, and continuous improvement across infrastructure operations, including responsible use of enterprise-approved AI-assisted tooling.

• Operate and modernize legacy/heritage systems including mainframe and bespoke platforms, and ensure strong cybersecurity alignment in partnership with security teams.

• Lead, coach, and develop a team of directors, managers, engineers, and technical specialists across multiple infrastructure and operations domains, building bench strength and a culture of engineering excellence.

• Foster a culture of accountability, innovation, and continuous learning, and manage team performance, workload, and on-call/escalation models for sustainable delivery.

• Drive workforce planning, succession planning, and talent acquisition to support evolving technologies and a distributed workforce.

• Build strong relationships with US IT leadership, application owners, security, and operational and field stakeholders, and represent I&O delivery in cross-functional planning, change advisory, and release coordination.

• Maintain and act on regional performance dashboards including SLAs, SLOs, KPIs, uptime, resilience posture, and operational health metrics.

• Apply ITIL-aligned change, release, and service management discipline, improving deployment success, stability, and compliance.

• Identify and remediate US-specific risks, resilience gaps, and single points of failure; support disaster recovery and business continuity planning and execution; and ensure compliance with regulatory, security, and internal governance requirements.

• Support Opex and Capex budget execution and cost optimization, and oversee vendor selection, contract…