Sr. Manager, IT Infrastructure Services

JOB OVERVIEW

Under the direction of the Director of IT Infrastructure Services, the Senior Manager of IT Infrastructure Services is responsible for overseeing the design, implementation, and maintenance of the company's IT infrastructure. This role involves managing a team of IT professionals, ensuring the security and efficiency of the IT systems, and aligning the IT infrastructure with the GIA strategic goals. The Sr. Manager of IT Infrastructure Services is responsible for the effective and efficient operation of all third-party and internally managed IT infrastructure and application services used to support all business processes across the enterprise.

Additionally, this role will present solid technical infrastructure and end-user computing experience with excellent process development skills, strong project management acumen, exceptional vendor management skills, plus a superior, service-oriented approach to enterprise operations.

This role will also lead service delivery management and systems reliability and scalability including reporting, configuration build, testing, planning, and deployment of solutions. Will manage all aspects of deployment and technical operations including technical project resources (partners/subcontractors or staff), scheduling, risk management, internal and external communications and status reporting. Working closely with GIA’s Information Security and other IT teams to implement, monitor and maintain information security policies, strategies, procedures and settings within the supported environment. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leadership and Coordination

• Manage the IT infrastructure services team; setting goals, prioritizing projects, communicating with stakeholders and overseeing budgets.
• Lead, mentor, and manage a team of IT professionals, including hiring, training, performance evaluations, and professional development.
• Coordinate with the remote teams globally to align resources and deliverables for shared goals and projects.
• Liaison between the Engineering and IT teams in order to procure, provision and maintain physical and virtual infrastructure.
• Manage and direct operational support for infrastructure services.
• Works with IT leadership, top Management and business leaders and decision-makers to define and implement a strategic plan for the portfolio of all IT infrastructure, integration tools and technologies.
• Establish daily, weekly and monthly operational KPI’s to manage and improve all IT operational activities.
• In partnership with the Director IT Infrastructure Services, provide overall direction, guidance and definition of the Institute’s infrastructure, enterprise architecture and technology portfolios.
• Participate in the IT budget and strategy deployment process.
• Foster a collaborative and innovative team environment.
• Demonstrated ability to lead and inspire a team, fostering a culture of innovation and continuous improvement.

Enterprise Infrastructure Ownership

• Ensure the availability, performance, and security of the IT infrastructure.
• Develop and implement policies and procedures for IT operations, including disaster recovery and data backup plans.
• Manage and drive Infrastructure Services alignment to Information Security standards, guidelines, and policies.
• Enable a highly scalable, fault-tolerant computer platform for GIA's industry-focused business.
• Establish an infrastructure operations organization and related best practices to ensure optimal performance and achievement of customer SLA's.
• Maintain knowledge of industry-wide IT infrastructure/architecture standards and practices.
• Ensure departmental alignment to infrastructure/architectural standards and strategy. Bring an infrastructure and integration perspective to all IT initiatives and ensure that all program and project activities adhere to IT architectural standards and practices.
• Must possess a thorough understanding & experience working on the following service management processes:  Incident Management, Problem Management, Change Management, Knowledge Management, Request Management, Service Catalog, Asset Management & CMDB.

Project Support

• Lead project planning and deployment for IT and cloud infrastructure projects in support of annual operating plan & new initiatives.
• Will work with internal and external partners to communicate project status, activities and achievements.
• Participate as a sponsor and/or team member on authorized projects.
• Other duties as assigned.

Infrastructure Policies and Standards

• Lead the development, publication and communication of