Senior Director - Infrastructure & Operations Delivery

The Senior Director Infrastructure & Operations Delivery is a strategic leadership role responsible for driving end-to-end customer delivery excellence, operational performance, and large-scale project execution across the organization's infrastructure portfolio. This leader serves as the primary accountability owner for customer satisfaction, delivery commitments, and the successful execution of complex, enterprise-wide infrastructure programs. The ideal candidate is a results-driven executive who combines deep technical acumen with exceptional relationship management and organizational leadership capabilities.

Key Responsibilities: 
Customer Delivery & Satisfaction
•    Own the end-to-end customer delivery experience, ensuring all infrastructure and operations services are delivered on time, within scope, and to the highest quality standards.
•    Serve as the executive escalation point for customer issues, driving rapid resolution and proactive communication.
•    Establish and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and strategic partner.
•    Define, monitor, and report on customer satisfaction metrics (CSAT, NPS, SLAs/OLAs), continuously implementing improvements to elevate the customer experience.
•    Champion a customer-first culture across all delivery teams.
Large Project & Program Delivery
•    Lead the governance and oversight of large, complex infrastructure and operations projects from initiation through closure.
•    Develop and implement program management frameworks, delivery methodologies, and best practices (ITIL, PMI, Agile/SAFe) to ensure consistent, repeatable delivery.
•    Manage project portfolios with budgets ranging from $5M–$50M+, ensuring financial accountability and ROI realization.
•    Partner with PMO, Architecture, Engineering, and Business stakeholders to align project scope, resources, timelines, and risk mitigation strategies.
•    Drive successful outcomes for data center migrations, cloud transformations, network modernization, and other major infrastructure initiatives by partnering with area leaders
Operational Leadership & Strategy
•    Define and execute the strategic roadmap for Infrastructure & Operations delivery capabilities, aligned to broader organizational objectives.
•    Lead, mentor, and develop a high-performing team of delivery managers, program managers, and operations professionals.
•    Establish operational KPIs and scorecards; hold teams accountable to performance targets.
•    Drive continuous improvement initiatives leveraging automation, process optimization, and emerging technologies.
•    Oversee vendor and partner relationships, ensuring contractual compliance and performance alignment.
Cross-Functional Collaboration & Stakeholder Management
•    Partner with Product, Engineering, Sales, Finance, and Business Unit leaders to align delivery capabilities with organizational priorities.
•    Present delivery performance, program status, and strategic recommendations to C-suite and Board-level stakeholders.
•    Collaborate with Sales and Pre-Sales teams during customer engagement cycles to ensure delivery commitments are realistic and achievable.
•    Drive organizational change management efforts associated with large transformation initiatives.

Key Requirements: 
•    10+ years’ related work experience in Infrastructure & Operations, IT delivery, or technology services
•    5+ years’ direct supervisory/management experience
•    Related Bachelor’s degree or additional related equivalent work experience Information Technology, Computer Science, Engineering, Business Administration, or a related field 
•    Demonstrated track record of delivering large-scale infrastructure programs ($10M+) on time and within budget 
•    Deep expertise in infrastructure domains including data center operations, cloud platforms (AWS, Azure, GCP), networking, and end-user computing
•    Proven ability to manage executive customer relationships and drive measurable improvements in customer satisfaction. 
•    Experience with ITIL, PMP, or equivalent delivery/service management frameworks
•    Exceptional communication, executive presentation, and stakeholder management skills

Preferred 
•    Master’s degree in a related field MBA or a related technical field 
•    PMP, PgMP, ITIL v4, or relevant cloud certifications - AWS, Azure, Google
•    Experience in a managed services, professional services, or consulting environment
•    Familiarity with DevOps, SRE practices, and AIOps tooling
•    Experience in regulated industries - healthcare, finance, government

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to mov