Director Infrastructure and Operations

Summary:

The Director of Infrastructure and Operations (I&O) is the most senior role in I&O and is responsible for the global design, implementation, and maintenance of Rogers infrastructure as well as providing exceptional service desk and end user support services to stakeholders globally. The role requires a strategic thinker with strong leadership skills, technical expertise, and a customer-centric approach to leading technology operations, support services, and cost-effective scalability. The position collaborates closely with business leaders to align I&O initiatives with business goals.

As the I&O’s senior leader, you will be the visionary responsible for developing the roadmap for the infrastructure stacks, which will have a day-to-day impact on our customers, clients, and businesses around the globe. Your expertise in infrastructure technology, architecture design and IT service management, will be essential in guiding a team that is critical to our customers and internal stakeholders. The ideal candidate will be adept at partnering closely with, and acting as a trusted advisor to, our customers and stakeholders across the organization to positively impact and influence organizational outcomes.

Essential Functions:

• Formulate and deploy long-term strategic plans for acquiring and enabling efficient and cost-effective infrastructure technologies and support services.
• Manage technology operational and strategic planning, including business requirements, project planning including organizing and negotiating the allocation of resources.
• Collaborates with other departments to ensure that all client solutions are aligned with Rogers overall technology strategy and goals.
• Directs Infrastructure teams (compute, storage, cloud, networking) and User Support teams (service desk, end user support, and collaboration management).
• Leads efforts in innovation, continuous improvements, and risk management that enhance overall competitive capabilities, employee productivity, technical debt remediation, and continuous cost optimization.
• Develops an Infrastructure operating plan and roadmaps to drive architectural improvements and standardization of environments, technologies, and services.
• Develops an IT Service Management (ITSM) operating plan and roadmaps to include service desk applications, incident management, problem management, change management, knowledge management, asset management, capacity planning, monitoring and availability, and SLAs.
• Accountable for ensuring all solutions are designed and implemented following defined standards, industry best practices and other requirements (security, resiliency, scalability, efficiency, etc.)
• Implements automation within environments that enables product and software development/deployment teams to quickly build and test in production-like environments for a variety of purposes, including development, proof of concept and automated testing.
• Improves IT resilience by improving reliability, tolerability, and disaster recovery readiness. Ensures disaster recovery and business continuity plans are maintained, reviewed, and periodically tested.
• Collaborates closely with the Information Security team to ensure the secure design and architecture of IT systems. Stays informed about the threat landscape, coordinating patch management and mitigation strategies to protect against vulnerabilities.
• Develops the maturity of departments through continual learning and knowledge sharing to improve efficiency and increase collaboration with other business areas.
• Continuously evaluates & defines business value using key performance indicators (e.g., service level agreements , outcome driven metrics, and objectives and key results).

Qualifications:

• Education: Bachelor's degree in computer science or related field. May consider equivalent work experience in lieu of degree.
• Years of Experience: 15+ years in the IT industry with progressive career growth and leadership positions managing global operations and projects with multiple vendors and internal resources.
• Demonstrated ability to establish and implement a strategic plan and lead the management of teams that resulted in successful results.
• Experience leading cloud adoption (at scale), including establishing governance mechanisms, delivering migration projects, and modifying target operating model.
• Familiarity with technologies such as Microsoft (Azure IaaS/PaaS, MS365, Defender, etc.), SAP S/4 infrastructure, ManageEngine service desk, SDWAN, Fortinet, LogicMonitor, Vmware, Zscaler, etc. or similar.
• Effective use of nearshore / offshore resource models.
• Strong verbal and written communication skills.
• Travel Requirement: 10%