Director, IT Infrastructure Operations Delivery

At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.

We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose:

Honesty, Reliability, Collaboration, Curiosity, Passion

About the role and what you'll be doing:

The Director, IT Infrastructure Operations Delivery provides strategic planning and operational management for large and strategic customers. The role is external facing and is responsible to meet contractual obligations to clients and to drive highest level of client satisfaction. In addition, this position will develop a customer management philosophy that ensures the highest level of customer satisfaction from their staff. They will be responsible for managing and executing on projects that have enterprise wide impact. Building strong partnerships with departments outside of their own will be critical to their success.

Responsibilities:

• Ensures operational success against pre-established KPIs and SLAs.
• Engages, directs, and develops the IT operations team and staff for a specific client. Activities include: leadership development, managing bench strength, succession planning, and developing critical talent.
• Leads continuous improvement activities in partnership with business groups and other functional areas.
• Leads the development of IT operations strategy and roadmaps in alignment with the future vision and delivery standards.
• Participates in strategy planning activities, bringing a current knowledge and future vision of infrastructure technology and systems, and best practices as related to the needs of the business.
• Develop, implement, and manage reporting of metrics and Service Level Agreements that effectively measure team and vendor performance and are in line with the needs of the business.
• Responsible for optimizing vendor relationships through contract management, financial and quantitative analyses, and relationship management, to effectively create mutually beneficial opportunities for the company.
• Work closely with all teams and business groups to manage customer satisfaction and direct investigation and remediation of service level breakdowns.
• Jumping in to assist with technical challenges that arise when the team needs support. 

We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.  

Required Qualifications: 

• 8-10 years in IT operations delivering services to clients
• 3-5 years IT managerial experience 
• A credible business partner by peers, clients and the IT leadership team. Must have experience working in a matrix environment, can lead and influence others without direct control. Must be able to collaborate cross-functionally and build strong, productive relationships to perform effectively.
• Ability to manage through their leaders and not around. They will also have the ability to manage up and across the organization as this will be critical to their success.
• Communication Skills: Job holder must be able to convey very technical information in a non-technical manner to a wide variety of audiences. An individual with excellent interpersonal skills and influencing ability who can win the confidence of individuals at all levels, both inside and outside of the organization. The job holder must have excellent written and verbal communication skills and have experience presenting to the executive leadership team.
• Possess strong analytical and process management skills and have a broad understanding of business strategy and operations.
• Prior experience working hands-on technically within client infrastructures
• Creates an environment that empowers associates to greater levels of responsibility
• Leverages the strengths of others to meet specific business needs
• Challenges existing paradigms without creating more resistance than support
• Demonstrates a willingness and ability to make difficult decisions
• Cultivates a shared vision among all stakeholders
• Constantly evaluates what Ensono does and compares it to the best way and the right way
• Ability to manage multiple projec