Head of Infrastructure Operations

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster. 

Focused on you:  We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow.

On the leading edge:  We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability:  We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust.

The Head of Technology Operations leads enterprise-wide operational technology services, including end user services, help desk, IT support, infrastructure (on-prem and cloud), site networks, telephony, and disaster recovery. This strategic role ensures scalable, secure, and resilient systems while delivering exceptional service to the business. The role partners cross-functionally with Information Security and business stakeholders to design and deliver solutions aligned with operational and security goals.

What You’ll Do:

• End User & Support Services: Oversee the help desk, desktop support, and end user computing services, ensuring responsive and high-quality service delivery. Support development & Product teams and their underlying requirements.
• Infrastructure Management: Lead infrastructure strategy and operations across Azure cloud and on-prem systems (including Windows, VMWare, HP devices). Ensuring Bank’s infrastructure is meeting all Information Security policies & standards requirements. Forecast infrastructure capacity needs and proactively plan for future resource scaling to meet the bank’s growing demands. Ensure that infrastructure systems are compliant with industry-specific regulations (e.g., PCI-DSS, SOX, FFIEC) and internal security standards.
• Network & Telephony: Manage enterprise-wide networking and voice systems, including site networks, Cisco, Cloudflare, Palo Alto firewalls, and overall network architecture.
• Disaster Recovery & Resiliency: Design and maintain robust disaster recovery and business continuity plans; ensure systems resiliency across services.
• Service Management & Tools: Use ServiceNow and other ITSM tools to manage incidents, requests, assets, and change processes. Drive automation and service delivery optimization.
• Stakeholder Partnership: Partner with Information Security, risk, compliance, and business units to align on secure and effective operational strategies.
• Vendor & Budget Oversight: Manage technology vendors, contracts, and operational budgets for infrastructure and support services. Support project and program governance.
• Leadership & Strategy: Build, lead, and develop a high-performing technology operations team, aligned to enterprise goals and service standards.

What Do You Need?

• Infrastructure & Cloud: Azure, VMWare, Windows Server, Active Directory, Entra ID,  HP laptops, SCCM/Intune, Infrastructure-as-Code (optional)
• Networking & Security: Cloudflare, Cisco, Palo Alto, Enterprise Network Architecture, VPN, DNS/DHCP, NTP, Network Resiliency
• IT Service Management: ServiceNow, ITIL processes, Incident/Problem/Change Management, Asset & Configuration Management
• Disaster Recovery: DR strategy, backup and recovery planning, failover design, resilience testing
• Leadership & Strategy: Cross-functional collaboration, Vendor Management, Budget Management, Communication, Change Leadership
• Tools & Platforms: Microsoft 365, Azure AD, ServiceNow, Endpoint Management Tools

Must Haves:

• 10+ years in IT operations or infrastructure leadership
• 5+ years managing enterprise infrastructure teams (cloud and on-prem) in office and leading remote team members
• Proven experience in large-scale IT support, network operations, and DR implementation
• Bachelor's degree in Information Technology, Computer Science, or related field (Master’s preferred)
• ITIL or equivalent process frameworks experience

Preferred Certifications:

• Azure Solutions Architect
• ITIL v4
• VMWare Certified Professional (VCP)
• Cisco Certified Network Professional (CCNP)
• Certified Information Systems Security Professional (CISSP) – nice to have

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. 

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.