Dir Enterprise Infrastructure

Job Description

Job Summary The Director Enterprise Infrastructure is a senior technology leader accountable for the strategy, delivery, and continual improvement of enterprise infrastructure services and the global Service Desk. This role owns the infrastructure product portfolio (e. g.

, network, compute, storage, identity, endpoint, collaboration, and core platforms) and ITSM tooling (e. g. , Service Management platform, knowledge, CMDB/asset, automation). The director’s mandate is to improve service delivery to peer IT teams (Architecture, Security, Applications, Data, and Business Technology) and to ensure the Service Desk is modern, omnichannel, and consistently exceeding customer expectations—for both internal associates and external customers/partners.

Job Description MAJOR RESPONSIBILITIES Define the multi‑year infrastructure services and platform strategy, aligning to enterprise objectives, budgets, risk posture, and architecture standards; translate strategy into a quarterly roadmap with measurable outcomes and published scorecards. Build and lead high‑performing teams across Service Desk, Infrastructure Product Management/Engineering, and ITSM Tooling & Process; develop leader bench strength and succession plans.

Establish a culture of operational excellence, data‑driven decision‑making, SRE/ITIL practices, and customer empathy; champion diversity, inclusion, and talent development. Own the product lifecycle (vision, roadmaps, backlogs, SLOs/SLAs, cost models) for core infrastructure products (network, compute, storage, identity, endpoint, collaboration, platform services). – – Drive standardization, reliability, security, and cost efficiency.

Lead a modern, omnichannel Service Desk (portal, chat/virtual agent, voice, walk‑up) with shift‑left and knowledge‑centered service (KCS) to maximize first‑contact resolution and self‑service adoption. Define and manage XLAs (experience‑level agreements) alongside SLAs to capture customer sentiment, journey friction, and outcome quality; publish transparent dashboards. Integrate Service Desk with observability/AIOps and problem management to shrink MTTR, reduce repeat incidents, and prevent recurrences Ensure an accurate, auditable CMDB/asset with service mapping that supports impact analysis, DR/runbooks, and control/compliance needs Own budgets, forecasts, and run‑rate transparency for infrastructure services; optimize total cost of ownership through consumption management, capacity planning, and contract negotiations.

Establish outcome‑based vendor scorecards aligned to SLOs/XLAs and continuous improvement targets. Global Scope: Cross‑time‑zone collaboration; occasional after‑hours releases for infrastructure changes; periodic travel to major sites, data centers, and vendor engagements.

MINIMUM JOB REQUIREMENTS Education Bachelor’s in Computer Science, Information Systems, Engineering, or equivalent experience. Work Experience 5+ years in infrastructure operations or related role 3+ years managing multi-disciplinary teams Knowledge / Skills / Abilities Expertise in ITSM practices, operational excellence, and modern platform engineering (Infrastructure as code, configuration/policy‑as‑code, pipelines). Strong command of service metrics and financial management (TCO, forecasting, show back/chargeback).

Customer‑obsessed service mindset with proven use of Experience Level Agreement (XLA) alongside SLAs; ability to translate customer journey pain points into platform and process changes. ITSM product ownership: service catalog design, request workflows, automation/orchestration, knowledge management, incident/major incident governance, problem/change excellence, and asset/CMDB health metrics. Data‑driven ops: build and publish operational scorecards (availability, change success rate, patch/compliance, cost per ticket, contact rate, backlog health) and OKR alignment for peer IT teams.

AI for ITSM literacy and self‑service design to reduce live contact while elevating experience. Change leadership: org design, talent development, building a manager‑of‑managers bench, and fostering a culture of blameless post‑incident learning. Communication & executive presence: crisp incident/executive communications, storytelling with metrics, and stakeholder management across Architecture, Security, Applications, Data, and Business Technology.

Vendor management, contract negotiation, and license optimization experience. Excellent leadership, communication, and stakeholder management across executive, technical, and frontline audiences. Metric-driven mindset and data / analytical tools such as databases and report development.

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