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Global Director of IT Infrastructure

1 month ago

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

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, where you'll be 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, given that is a key to our infrastructure environment.
We are a Microsoft shop and otherwise use a variety of vendors and products that makeup the teams you're be leading. So while a Microsoft background would be beneficial, 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 the teams, the better)
  • Experience leading IT Service Management (ITSM), Service Desks or other 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, this person sets the mission, vision, and strategy for the IT operations team. The IT operations objectives are consistent with the goals of the IT organization to deliver reliable, high performance, secure systems to enable the operations and success of the firm.
• Works with the IT senior leadership team on the service portfolio and governance required to prioritize and coordinate resources for excellence in IT operations.
• Defines, develops, and manages a comprehensive and integrated IT Service Management (ITSM) landscape, based on best-practice processes, disciplines, and related toolsets.
• Operates a formal governance mechanism to establish and monitor effective controls for the processes and functions performed by Operations teams. Supports periodic review by audit teams, compliance teams and other risk-related functions as required.
• Improves IT resilience by executing strategies that improve reliability, tolerability, and disaster recovery readiness.
• Develops the maturity of IT Operations to improve efficiency, deliver new innovations and increase collaboration with other IT and business areas (e.g. through Agile, DevOps, platform and product approaches).
• Defines and promote processes and procedures to improve the quality and stability of supported applications and user support.
• Drives the adoption (and commitment towards) service improvements through a programmatic approach to continuous improvement which also measures impact and shares results.
• Implements the use of metrics such as Key Performance Indicators, Outcome Driven Metrics, Objectives and Key Results.
• Introduces innovative, differentiating infrastructure and operations capabilities that enhance our overall competitive edge and enhance employee productivity.
• Builds successful stakeholder relationships with other IT and business 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.
• Collaborates with our IT Security leaders to ensure operations contributes to, embraces, and applies security strategy.
• Works collaboratively with direct reports to support their career progression, nurture their development and to help them realize their potential.
• Keeps track of trends and provides direction on what emerging technologies should be incorporated into IT Operations products and services to successfully deliver overall IT strategy.
• Collaborates with peer IT leaders to ensure knowledge and insight can be freely shared.
• Establishes and maintains business relationships with vendors and internal application owners of hardware, software, and related services critical to the efficient operations.
• Off-hours availability to direct and manage through issues or other time sensitive needs.
• cts proactively to identify methods and processes to prevent IT related issues from becoming user impacting. Works to establish baseline performance for critical applications and identify escalation thresholds for alerts and alarms. Contacts respective groups when thresholds are exceeded.
• Looks to continually improve our global capabilities by working closely with other teams to identify improvement opportunities to identify and react faster to re-occurring events.
• Coordinates the delivery of multiple IT efforts to ensure there are no conflicts with delivery times and dates.