Senior Director, IT Operations

Responsibilities

• Provides executive leadership across IT Operations and Infrastructure teams, fostering a high‑performing, highly engaged organization focused on reliability, accountability, and customer outcomes.
• Leads enterprise 24x7 operations including monitoring, alerting, incident management, and technical support, ensuring rapid detection, response, and resolution of production issues.
• Establishes and drives a consistent IT Service Management (ITSM) framework, including incident, problem, and change management disciplines aligned with ITIL best practices.
• Owns enterprise monitoring and alerting strategy and governance, ensuring comprehensive visibility across applications, infrastructure, and data flows.
• Directs the strategy, engineering, and lifecycle management of infrastructure platforms, including data centers, private and public cloud environments, compute, storage, and network systems.
• Develops and executes infrastructure technology roadmaps aligned with enterprise architecture, scalability, resilience, and performance requirements.
• Leads technology lifecycle management, including hardware/software refresh programs, capacity planning, and prevention of technology obsolescence.
• Drives adoption of automation and modern tooling to improve provisioning, monitoring, incident response, and operational efficiency.
• Oversees business continuity and disaster recovery strategies, ensuring readiness, testing, and alignment with enterprise risk management requirements.
• Acts as the central point of accountability for major incident management, driving cross‑functional coordination and executive communication during critical events.
• Serves as the voice of the customer for operational performance, ensuring proactive communication and continuous improvement of service delivery.
• Partners with Security, Risk, and Compliance teams to ensure infrastructure and operations adhere to regulatory, security, and data protection standards.
• Collaborates with Engineering, Architecture, and Dev Ops teams to ensure operational readiness, scalability, and supportability of new systems and services.
• Manages vendor relationships, including cloud providers, colocation partners, and infrastructure vendors, ensuring service levels, cost efficiency, and performance expectations are met.
• Drives a culture of continuous improvement through metrics, performance management, and operational excellence frameworks.
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

• Typically, a minimum 15+ years of progressive experience in IT Operations, Infrastructure, or Technology leadership roles, including leading multiple teams and functions.
• Demonstrated experience managing enterprise‑scale 24x7 operations in a highly available, customer‑facing environment.
• Strong experience with ITSM/ITIL frameworks, including incident, problem, and change management.
• Deep understanding of infrastructure platforms, including data centers, cloud (public and private), compute, storage, networking, and identity management.
• Experience leading infrastructure lifecycle management, capacity planning, and large‑scale platform environments.
• Proven ability to lead during high‑pressure incidents and drive fact‑based decision making in real time.
• Strong experience in automation, Dev Ops practices, and modern operational tooling.
• Demonstrated ability to manage risk across technology operations and infrastructure domains.
• Proven ability to communicate effectively with senior leadership, technical teams, vendors, and business stakeholders.
• Strong leadership, organizational, and stakeholder management skills in complex, matrixed environments.