Director of IT Infrastructure and Operations

Description:

The Director of IT Infrastructure & Operations is responsible for leading the infrastructure, cloud services, IT service delivery, and operational governance functions across the secure enclave within the U.S. Government Services business line.

This role drives the Infrastructure & Service Delivery roadmap, ensuring scalable, secure, and consistent IT operations in alignment with business needs, regulatory requirements and corporate IT Shared Services (ITSS).

By partnering with business stakeholders, infrastructure leads, regional IT teams, ITSS, the Director ensures a high-performing, secure, audit-ready, and business-aligned technology environment, while fostering standardization and continuous improvement across all operational layers of IT.

Essential Job Duties and Responsibilities:

IT Infrastructure & Cloud

• Oversee on-prem data center and cloud operations (VMware, Unity storage, Cisco network stack, Checkpoint Firewalls) within secure enclave domain, in partnership with the Cloud Services Manager and Engineering Leads.
• Coordinate with Corporate IT Shared Services (ITSS) and Business Line Digital teams to ensure end-to-end service performance 
• Support infrastructure lifecycle planning, including hardware refresh, capacity management, and power/cooling coordination (rack/stack oversight).
• Ensure infrastructure services align with compliance frameworks (NIST 800-171, HIPPA) and enclave security requirements.
• Facilitate infrastructure project intake and performance monitoring.

IT Service Delivery (Includes End User Compute)

• Own end-to-end service delivery across the secure enclave, ensuring strong uptime and user satisfaction.
• Lead End-User Compute (EUC) function for secure domain, ensuring endpoint security, Citrix delivery, and follow-the-sun support performance.
• Standardize support procedures, asset management, and ticket workflows across all locations.
• Define and enforce SLAs, response metrics, escalation procedures, and knowledge documentation processes.
• Ensure support teams deliver VIP/executive support as needed and that users across all sites receive consistent, high-quality service.
• Monitor and report on ServiceNow KPIs (e.g., incident volume, closure rate, resolution time).

IT Governance

• Proven ability to define, enforce, and evolve operational policies and service delivery standards across diverse environments and domains.
• Experienced in navigating shared services environments, acting as the key interface between business-aligned IT and centralized infrastructure providers (ITSS).
• Strong interpersonal skills to lead cross-functional teams, communicate with technical and non-technical stakeholders, and represent IT operations at the executive level.

Security Implementation & Operational Alignment

• Collaborate with compliance and security stakeholders to ensure infrastructure and service delivery meet security requirements 
• Act as an operational partner in security initiatives by aligning infrastructure configurations and support procedures with organizational security architecture.
• Coordinate with internal and external security personnel to support incident response, vulnerability remediation, and risk mitigation activities related to IT operations.

Required Skills and Knowledge 

• Strong understanding of enterprise IT infrastructure concepts, including compute, storage, networking, and virtualization, with the ability to engage confidently with technical leads and make informed decisions.
• Familiarity with hybrid environments, including on-prem infrastructure and public cloud platforms (e.g., Azure, AWS, ServiceNow, Salesforce), and how they support business operations and security models.
• Experience overseeing infrastructure service performance and partnering with centralized IT teams (e.g., ITSS) to ensure alignment, uptime, and escalation follow-through.
• Understanding of secure infrastructure principles and experience integrating access controls, logging, and segmentation into enterprise IT environments.
• Familiarity with translating security requirements into enforceable operational controls in coordination with the security team.
• Comfort managing infrastructure planning cycles (refresh, lifecycle, DR testing) through delegation to expert staff and enforcing standards.
• Demonstrated leadership in enterprise IT support operations, including service desks, with emphasis on consistency and user satisfaction.
• Ability to govern performance across distributed teams, including follow-the-sun models, while driving SLA adherence and service quality.
• Familiarity with Citrix environments, endpoint provisioning, and ITSM platforms such as ServiceNow, sufficient to lead the function, interpret data, and evaluate proposed solutions.

Required Competencies 

• Capable of setting direction and priorities for operational IT teams across infrastructure, cloud, and service delivery domains, aligning tactical execution with business objectives.
• Capable of championing continuous improvement in IT processes and end-user experience.
• Skilled at building partnerships across infrastructure, support, application, compliance, and shared services teams to ensure unified service delivery and governance.
• Comfortable working within a security-conscious environment, with the judgment to align IT operations with enterprise security architecture and regulatory expectations.
• Holds self and teams accountable for uptime, service levels, and process maturity, with a focus on measurable outcomes and issue resolution.
• Uses operational data (e.g., KPIs, incident trends, asset usage) to identify areas for improvement and inform decision-making, knows what questions to ask to get to the root of a problem.
• Communicates confidently and clearly with both technical and non-technical audiences, able to escalate intelligently, influence peers, and represent IT operations in leadership forums.
• Comfortable leading teams through transition or maturity efforts, whether implementing new tools, aligning with ITSS models, or raising the bar on service quality and compliance.

Required Work Experience 

• 10+ years of experience in IT operations, infrastructure, or enterprise service delivery roles.
• 5+ years in a senior IT leadership capacity, with responsibility for multi-site or global service delivery teams.
• Experience leading or overseeing functions such as infrastructure, cloud platforms, end-user support, or IT service management, with the ability to direct outcomes through technical leads.
• Demonstrated success operating within a federated or shared services IT model, collaborating across central IT, business units, and third-party providers.
• Familiarity with managing IT operations in regulated environments (e.g., NIST 800-171, PCI, HIPAA) with an understanding of audit readiness and risk mitigation expectations.
• Proven ability to drive process maturity, standardization, and service improvement across diverse teams and technology stacks.

Required Qualifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field.
• Demonstrated experience managing within an ITIL-based service delivery framework.
• Preferred certifications: CISA, CRISC, or ITIL. Equivalent experience in IT governance, service delivery, or audit coordination accepted in lieu.
• This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.

Travel / Rotation Requirements

• Occasional Travel
• Occasional off hours / weekends as necessary