Manager, IT Operations and Infrastructure

Manager, IT Operations and Infrastructure

Summary:
This is the most senior role in the infrastructure and operations (I&O) function within IT, accountable for IT I&O throughout the organization including the Infrastructure, Network, Communication and Helpdesk. The head of I&O is responsible for the delivery of all IT infrastructure and related IT operations used to enable business capabilities and services across the enterprise.
The head of I&O brings experience, knowledge, and future vision for transforming the I&O function including its strategy, operating model, product and service offerings and workforce. The role holder is a senior stakeholder in all relationships with externally sourced infrastructure and operations capabilities.
As a key member of the senior IT leadership team this role contributes to the development and execution of the enterprise-wide IT strategy and is responsible for ensuring I&O strategy is fully aligned, positioning I&O to deliver compelling business value.

Key Responsibilities:

1. Sets the mission, vision, and strategy of the IT Infrastructure & Operations organization to maximize the success of business and IT enterprise initiatives.
2. Maintains service level agreements, including discussing and agreeing with customers on required levels of service and ensuring that service agreements are executed.
3. Works with the IT senior leadership team on the service portfolio and governance required to prioritize initiatives, services, resources, and budget.
4. Builds successful stakeholder relationships with other IT and business key stakeholders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective delivery of IT services to meet those needs.
5. Creates and aligns IT Infrastructure & Operations value map by linking targeted business outcomes with the future-state business capabilities required to achieve them.
6. Defines, develops, and manages a comprehensive and integrated IT Service Management (ITSM) landscape, based on best-practice processes, disciplines, and related toolsets.
7. Collaborates with the Cybersecurity function to ensure I&O contributes to, embraces, and applies security strategy.
8. Operates a formal governance mechanism to establish and monitor effective controls for the processes and functions performed by I&O teams.
9. Works collaboratively with direct reports to support their career progression, nurture their development and help them realize their potential.
10. Improves IT resilience by executing strategies that improve reliability, tolerability, and disaster recovery readiness.
11. Keeps track of trends and provides direction on what emerging technologies should be incorporated into I&O products and services.
12. Champions I&O involvement in the organization's innovation efforts and encourages experimentation with new solutions.
13. Provides strategic direction and oversight for the full life cycle of IT systems, identifying where common approaches, solutions, and shared platforms could drive efficiency.
14. Develops the maturity of I&O to improve efficiency, deliver new innovations and increase collaboration with other IT and business areas.
15. Drives the adoption of service improvements through a programmatic approach to continuous improvement which measures impact and shares results.
16. Supports the CIO and Chief Enterprise Architect by implementing infrastructure solutions that align to the enterprise architecture framework and roadmap.
17. Continuously evaluates the business value of I&O, including the use of metrics such as Key Performance Indicators and Objectives and Key Results.
18. Collaborates with peer IT Leaders to ensure knowledge and insight can be freely shared.

Education & Experience:
Bachelor's degree in computer science, information systems, business administration, or related degree.
Minimum of 7 years of experience in IT or business/industry.

Skills & Competencies:
Exceptional leadership skills with the ability to develop and communicate an I&O vision that inspires and motivates staff and aligns with the IT and business strategy.
Evangelizing and implementing transformational initiatives including agile, DevOps, SRE, cloud adoption at scale.
Consolidating operations capabilities in large, complex enterprise organizations to deliver improved efficiency.
Deep understanding of current and emerging I&O technologies and practices.
Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units.
Developing governance practices to track and measure the quality of services, and maintain service improvement plans.