Director/Senior Director, IT Infrastructure & Service Delivery

Overview

We are seeking a forward-thinking and transformative leader to assume the role of Head of IT Infrastructure and Service Delivery. This senior position brings together our infrastructure and operations teams with our service delivery and end-user support functions, holding overall responsibility for the strategy, execution, and operational excellence of our entire technology landscape from our foundational cloud platforms to the end-user experience.

 

This position will play a key role in guiding our organization through modernization and AI adoption. You will evolve infrastructure, automate operations, and improve service delivery using AI-driven capabilities. Ultimately, you will build an agile, AI-enabled team that delivers on our foundational business objectives and supports scalability, security and operational efficiency.

Responsibilities

Strategic Leadership & Financial Acumen

• Develop and execute a comprehensive strategic roadmap for infrastructure and service delivery that aligns with the company's goals, with a focus on modernization, scalability and efficiency.
• Act as a key member of the IT leadership team, translating business objectives into technological solutions and fostering a culture of continuous improvement and innovation.
• Champion a structured change management strategy, clearly articulating the vision for AI adoption.
• Oversee departmental finances, including the development of capital and operational expense budgets, vendor management (including Microsoft Licensing) and forecasting.
• Own and mature Azure/GCP rightsizing, reservation strategy, spend forecasting, and consumption governance
• Demonstrated ability to build empowered management layers, delegate effectively and hold leaders accountable for execution.
• Define, monitor, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), including system uptime, Mean Time to Recovery (MTTR), infrastructure cost efficiency, Customer Satisfaction (CSAT), First Contact Resolution (FCR) and automation rate.

Team Empowerment, Growth & Development

• Lead, mentor, and develop a world-class IT team, championing a culture of continuous learning, innovation and strategic focus.
• Invest in our people by creating a comprehensive professional development program that aligns team skills with our long-term technology vision, including AI and automation.
• Foster an agile and collaborative work environment by reducing silos and improving cross-functional teamwork.
• Work with team members to define career paths that leverage emerging technologies and supports long-term growth within the organization.
• Build a culture of partnership and buy-in by involving employees in the journey of technological transformation.
• Ensure operational resiliency by eliminating single‑points‑of‑failure through cross-training and redundancy planning.

Infrastructure, Cloud & Network Operations

• Lead the team responsible for the architecture, deployment and 24x7 operation of all on-premise and public cloud infrastructure (Azure, GCP), including virtual servers, storage and networking.
• Direct the network engineering team in managing our WAN, LAN, Wi-Fi, and telecom systems, ensuring high availability and performance.
• Partner with the Director, Information Security to implement and enforce security policies, leveraging AIOps for real-time anomaly and threat detection.

Adapting ITIL for Proactive, AIOps-Driven Operations

• Champion the evolution of ITIL practices by integrating Artificial Intelligence for IT Operations (AIOps) to shift the organization from a reactive to a proactive and predictive operational stance.
• Incident Management: Move beyond reactive resolution by using AIOps for proactive incident prediction and prevention. Implement automated triage, root cause analysis (RCA), and resolution workflows to significantly reduce Mean Time to Detection (MTTD) and MTTR.
• Problem Management: Use AIOps to proactively identify recurring issues and systemic risks.
• Change Enablement: Use AI-powered tools for automated risk analysis and streamlined approvals.

Proactive Service Delivery & Digital Employee Experience (DEX)

• Champion a customer-centric approach to service delivery, evolving beyond reactive ticketing to create a proactive, frictionless and personalized Digital Employee Experience (DEX).
• Lead all service delivery functions, including the Level 1 & 2 Service Desk, to provide timely and effective support with a goal of maintaining high user satisfaction (CSAT/NPS) and First Contact Resolution (FCR).
• Oversee the Service Delivery team to deliver a superior DEX through role-ba