SVP, IT Infrastructure & Operations

Position Summary

The Senior Vice President, IT Infrastructure & Operations serves as the enterprise authority for infrastructure strategy, global platform operations, end-user technology services, and operational technology execution across The Fedcap Group.

This role ensures the reliability, scalability, security implementation, and operational readiness of the organization’s infrastructure and user technology environment across a geographically distributed enterprise. As the organization continues to expand across regions and service lines, the SVP will lead the evolution of infrastructure and operational capabilities to support sustainable growth, new site activation, and acquisition integration.

Reporting to the CIO, the SVP partners closely with Security, Systems & Engineering, Data & Analytics, and operating leadership to ensure infrastructure services are standardized, resilient, globally coordinated, performance-driven, and aligned with enterprise governance requirements. 

Mission

To deliver secure, reliable, and globally scalable infrastructure and end-user technology services that enable mission delivery, support organizational growth, and ensure operational readiness across all locations.

Scope of Accountability

The SVP is accountable for:

• Infrastructure and cloud platform architecture standards across all regions
• Global network and telecommunications governance
• Infrastructure operations and service reliability
• Enterprise IT Service Desk and distributed end-user support
• End-user computing standards and global device lifecycle management
• Mobile device management platform governance and operations
• Hardware procurement, asset lifecycle, and configuration management discipline
• Technology readiness for new site openings, expansions, and international operations
• Infrastructure vendor lifecycle management
• Disaster recovery execution and operational resilience across geographies
• Identity platform operations
• Logging implementation and operational monitoring
• Infrastructure vulnerability remediation and patch execution
• Capacity planning and infrastructure cost optimization
• Definition and governance of enterprise service-level agreements and operational performance standards
• Implementation of security control requirements defined by Security leadership
• Infrastructure components of acquisition integration and geographic expansion

Core Responsibilities

Infrastructure Strategy, Architecture & Global Capacity Planning

• Define and maintain enterprise infrastructure, cloud, and network architecture standards across all operating regions.
• Establish capacity forecasting to support organizational expansion.
• Lead global platform standardization to reduce fragmentation across locations.
• Drive cloud cost optimization and platform spend visibility 

Global Network & Telecommunications Governance

• Govern wide-area, local-area, wireless, and telecommunications architecture across domestic and international sites.
• Manage global carrier relationships and redundancy planning.
• Standardize connectivity and firewall implementation models across locations.

IT Service Management & Distributed End-User Support

• Lead enterprise IT Service Desk operations serving a distributed workforce.
• Establish consistent service-level standards across regions.
• Define, govern, and report on enterprise service-level agreements for infrastructure, service desk, and platform services.
• Implement formal incident, problem, and change management disciplines.
• Ensure consistent user experience across global operations.
• Manage physical locations security access systems and related hardware.

End-User Computing, Hardware Lifecycle & Mobile Device Management

• Govern global end-user device standards.
• Oversee hardware procurement, deployment, refresh cycles, and secure disposal across regions.
• Maintain enterprise-wide asset inventory and configuration management discipline.
• Lead mobile device management platform operations and global policy enforcement.
• Ensure endpoint security implementation aligns with defined control standards.

Infrastructure Operations & Reliability

• Ensure high availability and performance of infrastructure supporting global operations.
• Lead proactive monitoring, incident coordination, and cross-regional root cause remediation.
• Maintain infrastructure performance indicators and operational dashboards.
• Track and report SLA p