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Head of IT Operations

2 months ago

Richardson, Texas, United States Rehrig Pacific Company Full time
Job Overview

Role Objective

The IT Operations Director will oversee and enhance all IT functions at Rehrig Pacific Company, encompassing the entire computing and network framework, user support, and fundamental enterprise security measures. The successful candidate will foster a service-oriented culture within the organization, providing strategic guidance 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 Disciplines:

  • Exceed customer expectations by discovering ways to consistently elevate service delivery and minimize issues that require human intervention through innovative technology and improved usability of user tools.
  • Manage and implement various ITIL practices at Rehrig Pacific, including change management, incident management, root cause analysis, and problem management, to stabilize the operating environment and reduce unplanned outages and failures due to human error.
  • Encourage collaboration across functions to decrease resolution times and enhance the overall customer experience.

Supervise User Support, IT Operations, and Infrastructure & Security Engineering:

  • Lead the creation and operational execution of a strategic roadmap to proactively meet the infrastructure, security, and end-user computing requirements for Rehrig Pacific, enabling the delivery of advanced technologies for Enterprise Solutions that support internal functions and new product development for external customers.
  • Oversee operational support for end-user computing, infrastructure, and security while inspiring the team to provide exceptional customer service in terms of attitude, response speed, and resolution effectiveness.
  • Collaborate with the Enterprise Solutions team, Enterprise Architect, IT PMO, and IT Product Owners to ensure that ongoing operations, support, and strategic projects are comprehensive and adhere to best practices for timely delivery.

Establish Trust with Key Stakeholders:

  • Build and nurture relationships with internal and external stakeholders to enhance service continuity.
  • Gain insights into business needs, keeping up with industry trends and Rehrig Pacific's strategic objectives to ensure the effectiveness 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 forge effective 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 principles and methodologies.
  • Familiarity with Agile processes is preferred.
  • Willingness to travel approximately 20% of the time.