Director, Global IT Operations

Dover is a diversified global manufacturer with annual revenue of over $8 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainable Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. 

Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com. 

 

Position Summary:

The Director, Global IT Operations, is responsible for leading a global team of IT professionals supporting Dover’s sixteen Operating Companies (OpCo’s) in the areas of network, voice, server, storage, cloud, identity and end user computing.  Dover completed a transformative journey to a centralized model of these services in 2020, and we are looking for an experienced IT Infrastructure leader with demonstrated experience in running rock-solid IT operations, backed by data / metric-based performance management, and effective supplier-management techniques to drive-value for our businesses.  

 

This role will act as the liaison between our operational supplier-partners, IT infrastructure value stream leaders, enterprise architects, and operating company leadership.  The Director will champion Continuous Improvement efforts to continually optimize costs, improve operational resiliency, and drive incremental value for Operating Companies through IT infrastructure services.

 

 

Essential Duties and Responsibilities:

Service Coordination and Delivery:

• Oversee the delivery of all IT infrastructure services, ensuring alignment with business requirements and corporate IT standards.
• Coordinate activities with corporate IT teams to maintain infrastructure consistency and compliance.
• Monitor and ensure the availability, performance, and security of IT infrastructure, including network equipment, servers, and end-user devices.
   

IT Supplier-Partner Management:

• Serve as the primary liaison with Managed Service Provider(s) (MSP) to manage the global service desk and first/second-level support.
• Monitor and enforce service level agreements (SLAs) with the MSP to ensure high-quality service delivery.
• Conduct regular performance reviews with the MSP, addressing issues, escalating as necessary, and identifying areas for improvement.
   

Infrastructure Operations and Support: 

• Ensure that all incidents, requests, and changes are managed effectively and in accordance with defined processes.
• Oversee the resolution of escalated IT infrastructure issues to minimize downtime and disruption.
• Oversee enterprise Critical Incident Management process, ensure MSP(s), OpCo and Corporate IT resources are appropriately engaged for timely resolution
• Maintain and optimize IT infrastructure to meet current and future business needs.
• Manage escalations inline with business imperatives and contractual SLA’s to ensure business needs are met and clearly communicated amongst all stakeholders
   

Strategic Planning and Continuous Improvement:

• Collaborate with enterprise architects, OpCo leadership and business application owners to develop and execute infrastructure strategies and roadmaps.
• Stay informed about emerging technologies and best practices to propose upgrades and innovations.
   

Stakeholder and Communication Management:

• Act as a central point of contact for infrastructure services, ensuring clear communication with Dover OpCo’s and Corporate IT leadership team
• Provide regular updates and reports on service performance, incidents, and project progress to IT leadership and key business stakeholders.
• Meet quarterly with MSP’s and provide updates on service performance and upcoming technology projects.
• Foster strong relationships across departments to align IT infrastructure services with organizational objectives.
   

Compliance and Risk Management:

• Ensure compliance with corporate policies, industry regulations, and security standards.
• Identify and mitigate risks associated with IT infrastructure operations and service delivery.
• Demonstrate commitment to industry standards, company policy, integrity, ethics and legal compliance