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Global Director of IT Infrastructure

2 months ago

Chicago, United States 1872 Consulting Full time
Global Director of IT Infrastructure

Location: Chicago, IL (loop) – 2 days/week work-from-home, you can pick which days, but must be in office for leadership meetings on Wednesdays

Summary:
The Director of IT Infrastructure reports directly to the CIO in a global professional services organization, managing a budget of $15-20m with 8 direct reports spanning multiple offices across the U.S. and around 50 indirect reports.
You will be responsible for leading and managing the following areas, including but not limited to: IT Service Desk, End User Computing Operations, NOC, Unified Communications/AV, and our hybrid cloud environment. ITIL experience would be beneficial, as it is key to our infrastructure environment. We are a Microsoft shop and use a variety of vendors and products that make up the teams you will be leading. We are most interested in infrastructure leaders that have experience managing global, matrixed IT organizations.

Skills We're Seeking:
  • Must have a Bachelor's Degree; a Master's Degree would be a nice to have.
  • 10+ total years of experience in IT Infrastructure.
  • 5+ years of experience with IT Infrastructure Leadership (more senior the better).
  • MUST have experience leading global, matrixed IT organizations.
    • Must have experience managing both direct and indirect reports (larger teams preferred).
  • Experience leading IT Service Management (ITSM), Service Desks, or similar areas of end-user computing support.

Nice to Have Experience:
  • Experience with infrastructure leadership in hybrid cloud environments.
  • Experience leading NOCs.
  • Experience leading Unified Communications/AV.
  • ITIL experience.
  • Experience with infrastructure leadership in Microsoft environments.

What You'll Be Doing:
  • In consultation with other IT senior leadership, set the mission, vision, and strategy for the IT operations team, ensuring objectives align with IT organization goals.
  • Collaborate with the IT senior leadership team on service portfolio and governance to prioritize and coordinate resources for excellence in IT operations.
  • Define, develop, and manage a comprehensive IT Service Management (ITSM) landscape based on best practices.
  • Operate a formal governance mechanism to establish and monitor effective controls for Operations teams.
  • Improve IT resilience by executing strategies for reliability, tolerability, and disaster recovery readiness.
  • Develop the maturity of IT Operations to improve efficiency, deliver innovations, and increase collaboration.
  • Define and promote processes to improve the quality and stability of supported applications and user support.
  • Drive service improvements through a continuous improvement program that measures impact and shares results.
  • Implement metrics such as Key Performance Indicators and Objectives and Key Results.
  • Introduce innovative infrastructure and operations capabilities to enhance competitive edge and employee productivity.
  • Build successful stakeholder relationships by understanding business needs and ensuring cost-effective IT service delivery.
  • Collaborate with IT Security leaders to align operations with security strategy.
  • Support direct reports in their career progression and development.
  • Track trends and provide direction on emerging technologies for IT Operations.
  • Collaborate with peer IT leaders to share knowledge and insights.
  • Establish and maintain relationships with vendors and internal application owners critical to efficient operations.
  • Be available off-hours to manage issues or time-sensitive needs.
  • Proactively identify methods to prevent IT-related issues from impacting users.
  • Work closely with other teams to identify improvement opportunities for global capabilities.
  • Coordinate multiple IT efforts to avoid conflicts with delivery times and dates.
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