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Head of IT Operations
2 months ago
Role Objective
The Head of IT Operations will oversee and enhance all aspects of IT functions at Rehrig Pacific Company, encompassing the entire computing and network framework, user support, and essential enterprise security measures. The successful candidate will foster a service-oriented culture within the organization, providing strategic guidance to enhance the speed, quality, and efficiency of support and infrastructure operations. This role reports to the Director of Information Security & IT.
Key Responsibilities
Enhance IT Practices Across Various Disciplines:
- Surprise and satisfy our clients by discovering ways 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, including change management, incident management, root cause analysis, and problem management, aiming to stabilize the operating environment and reduce unplanned outages and failures due to human error.
- Encourage cross-departmental collaboration to decrease mean time to resolution and enhance the overall customer experience.
Manage User Support, IT Operations, and Infrastructure & Security Engineering:
- Lead the development and operational execution of a strategic roadmap to proactively meet the infrastructure, security, and end-user computing needs of Rehrig Pacific, ensuring capabilities effectively support the delivery of advanced technologies for Enterprise Solutions and New Product Development.
- Oversee operational support for end-user computing, infrastructure, and security while motivating the team to exceed customer expectations in attitude, response speed, and resolution effectiveness.
- Collaborate with the Enterprise Solutions group, Enterprise Architect, IT PMO, and IT Product Owners to ensure comprehensive delivery of ongoing operations, support, and strategic project work, adhering to best practices for timely execution.
Establish Trust with Key Stakeholders:
- Build and maintain relationships with internal and external stakeholders to enhance service continuity.
- Gain insight into business requirements, 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 in systems or software architecture roles within enterprise environments.
- Extensive knowledge of the system development lifecycle and networking is essential.
- Proven expertise with virtualized server environments, IaaS/PaaS/SaaS products, and modern multi-site networks.
- Strong business acumen and communication skills to cultivate robust 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 is required.
- Familiarity with Agile processes is preferred.
- Willingness to travel approximately 20% of the time.