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Head of IT Operations
2 months ago
Role Objective
The Head of IT Operations will oversee and enhance all IT functions at Rehrig Pacific Company, encompassing all facets of computing and network infrastructure, user support, and essential enterprise security measures. The ideal candidate will foster a service-oriented culture within the organization, providing strategic insights to enhance the efficiency, quality, and speed of support and infrastructure operations. This role reports to the Director of Information Security & IT.
Key Responsibilities
Enhance IT Practices Across Infrastructure and Support:
- Exceed customer expectations by identifying strategies to consistently elevate service delivery and minimize issues requiring human intervention through innovative technology and improved usability of user tools.
- Supervise and implement various ITIL practices at Rehrig Pacific, focusing on change management, incident management, root cause analysis, and problem management to stabilize the operating environment and reduce unplanned outages and failures.
- Encourage cross-departmental collaboration to decrease resolution times and enhance the overall customer experience.
Manage User Support, IT Operations, and Security Engineering:
- Lead the development and execution of a strategic roadmap to proactively meet the infrastructure, security, and user computing needs of Rehrig Pacific, ensuring the effective delivery of advanced technologies for internal functions and new product development.
- Oversee operational support for end-user computing, infrastructure, and security while motivating the team to deliver exceptional customer service in terms of attitude, response time, and resolution effectiveness.
- Collaborate with the Enterprise Solutions team, Enterprise Architect, IT PMO, and IT Product Owners to ensure comprehensive delivery of ongoing operations, support, and strategic projects, adhering to best practices for timely execution.
Establish Trust with Key Stakeholders:
- Build and nurture relationships with internal and external stakeholders to enhance service continuity.
- Gain insights into business needs, remaining informed about industry trends and Rehrig Pacific's strategic objectives to ensure the sustainability of support structures and team resources.
Qualifications and Skills
- Bachelor's Degree in Computer Science, Management Information Systems, or a related field.
- A minimum of 5 years of experience in systems or software architecture within enterprise environments.
- Comprehensive knowledge of the system development lifecycle and networking.
- Proven expertise in virtualized server environments, IaaS/PaaS/SaaS products, and modern multi-site networks.
- Strong business acumen and communication skills to cultivate partnerships with business leaders.
- At least 10 years of experience managing multiple teams with diverse skill sets for technology delivery in an enterprise context.
- Experience with Project Management concepts and methodologies.
- Familiarity with Agile processes is preferred.
- Willingness to travel approximately 20% of the time.