Contract to Perm Hire.
100% Remote
The Director, Infrastructure & Operations is responsible for the operational backbone of IT at our client ensuring infrastructure, service operations, end-user technology, and operational cybersecurity capabilities are stable, secure, scalable, and aligned to business needs across a distributed, multi-location environment.
This role owns the run-state of IT operations and is accountable for service delivery, operational execution, infrastructure reliability, support operations, operational cybersecurity, and continuous improvement across enterprise and field environments.
The Director, Infrastructure & Operations will help modernize and mature clients operational technology foundation while maintaining disciplined execution, business continuity, and operational stability.
Working closely with IT Business Management, Architecture, Integration & Data, ERP Solution Delivery, Digital Solution Delivery, Cybersecurity, and strategic partners, this role ensures operational standards, governance, and technology priorities are consistently executed across all environments.
The role is expected to balance operational rigor, modernization, scalability, cost management, and service quality while helping mature the company s broader IT operational capabilities over time.
Key Responsibilities
Service & Support Operations
Own Service Desk and end-user support operations across corporate and branch environments
Drive operational performance across Incident, Request, Problem, and Change Management processes
Improve service levels, ticket health, user experience, responsiveness, and operational transparency
Lead end-user device management, branch technology support, collaboration technologies, and field support operations
Establish operational metrics, support reporting, and service improvement plans that improve reliability and user satisfaction
Infrastructure & Operational Technology
Own day-to-day IT operations including systems administration, network operations, cloud infrastructure, identity management, endpoint management, collaboration platforms, and telephony services
Ensure reliability, resiliency, performance, capacity planning, and operational stability across enterprise and field environments
Drive infrastructure modernization initiatives including cloud adoption, lifecycle management, network upgrades, identity consolidation, and operational tooling improvements
Balance operational stability and business continuity with modernization and long-term scalability objectives
Operational Cybersecurity & Risk Management
Own operational cybersecurity execution including endpoint security, operational monitoring, access management, vulnerability remediation, incident response coordination, and control execution
Partner with leadership on broader cybersecurity governance, strategy, risk, and compliance initiatives
Ensure security practices and operational controls are embedded into day-to-day operational processes and technology management practices
Improve operational visibility, monitoring, resiliency, and incident response readiness across the environment
Operational Leadership & Governance
Lead a lean, cross-functional operational team including engineers, support resources, operational specialists, and vendor-managed services
Establish disciplined operational cadences including service reviews, incident reviews, CAB processes, operational reporting, and capacity planning
Drive operational consistency, governance, and process maturity across infrastructure and support functions
Partner with IT Business Management to improve operational reporting, ITSM process discipline, KPIs, MTTR, change success rates, and service quality metrics
Manage vendors, MSPs, and operational partners with accountability for cost, quality, service delivery, and operational outcomes
Partner closely with Architecture, Integration & Data to align operational environments to enterprise standards, security requirements, and architectural direction
Leadership & Collaboration
Build trusted relationships across IT leadership, business stakeholders, operational teams, and strategic partners
Operate as a pragmatic, delivery-oriented operational leader capable of balancing execution discipline with organizational agility
Support operational maturity, service quality improvement, and scalable operational practices across the IT organization
Help evolve a stable, scalable, and business-aligned operational foundation supporting enterprise growth and transformation
What We re Looking For
- 10+ years of progressive infrastructure, operations, end-user services, or operational technology leadership experience
5+ years of people leadership experience across operational, support, or infrastructure functions
Experience running distributed, multi-site operational environments including branch, retail, field-services, or similar business models
Strong operational cybersecurity and operational risk management understanding
Experience modernizing infrastructure and operational environments while maintaining stability and business continuity
Experience managing vendors, MSPs, operational partners, and support organizations
Strong operational leadership, organizational management, communication, and stakeholder alignment capabilities
Comfortable operating in a scaling, evolving, growth-oriented organization
Ability to balance operational rigor, pragmatism, scalability, service quality, and business responsiveness
Never miss an opportunity! Create an alert based on the job you applied for.
