Manager, IT Operations and Infrastructure

Manager, IT Operations and Infrastructure

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:

• Sets the mission, vision, and strategy of the IT Infrastructure & Operations organization to maximize the success of business and IT enterprise initiatives.
• Works with the IT senior leadership team on the service portfolio and governance required to prioritize initiatives, services, resources and budget.
• 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.
• Creates and aligns IT Infrastructure & Operations value map by linking targeted business outcomes with the future-state business capabilities required to achieve them.
• Defines, develops, and manages a comprehensive and integrated IT Service Management (ITSM) landscape, based on best-practice processes, disciplines, and related toolsets. This includes delivery of a comprehensive IT asset management program.
• Collaborates with the Cybersecurity function to ensure I&O contributes to, embraces, and applies security strategy.
• Operates a formal governance mechanism to establish and monitor effective controls for the processes and functions performed by I&O teams. Supports periodic reviews by audit teams, compliance teams and other risk-related functions as required.
• Works collaboratively with direct reports to support their career progression, nurture their development and to help them realize their potential.
• Improves IT resilience by executing strategies that improve reliability, tolerability, and disaster recovery readiness.
• Keeps track of trends and provides direction on what emerging technologies should be incorporated into I&O products and services to successfully deliver overall IT strategy.
• Champions I&O involvement in the organization's innovation efforts and encourages experimentation with new solutions to avail business opportunities.
• Provides strategic direction and oversight for the full life cycle of IT systems, working in close partnership with peers, and identifies where common approaches, solutions, and shared platforms provided by I&O could drive efficiency.
• Develops the maturity of I&O to improve efficiency, deliver new innovations and increase collaboration with other IT and business areas (e.g., through Agile, DevOps, platform, and product approaches).
• Drives the adoption of (and commitment towards) service improvements through a programmatic approach to continuous improvement which also measures impact and shares results.
• Supports the CIO and Chief Enterprise Architect by implementing infrastructure solutions that align to the enterprise architecture framework and roadmap.
• Continuously evaluates the business value of I&O, including the use of metrics such as Key Performance Indicators, Outcome Driven Metrics and Objectives and Key Results.
• 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.
• 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 where the target state included agile, DevOps, SRE, cloud adoption at scale.
• Consolidating operations capabilities in large, complex enterprise organizations to deliver improved efficiency, while balancing customer preferences for agility.
• Deep understanding of current and emerging I&O technologies and practices, and how other enterprises are employing them.
• 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.