Director, Infrastructure Services and Management

Northwell • Melville, NY

12h • Hybrid

About The Position

Directs, plans, and organizes the staff and activities responsible for enterprise IT Service Delivery governance including Incident, Major Incident, Problem, Change, and Crisis Management. Ensures reliable, stable, and responsive technology services through disciplined operational processes and cross-team coordination. Drives operational and service excellence by strengthening ITIL-based practices, improving service performance, and reducing operational risk. Leads enterprise forums such as the Enterprise Problem Review Board (EPRB) to identify systemic issues, track recurring incidents, and ensure accountability for remediation. Partners with Infrastructure, Applications, Security, and Telecom teams to coordinate enterprise response during incidents and crises. Leverages ServiceNow and operational data to perform analytics, identify trends, and translate insights into actions that improve service quality and reliability. Supervises, hires, trains, disciplines, and evaluates staff performance; ensures performance appraisals are completed in a timely manner. This role operates in a hybrid remote environment with occasional travel as operational needs require.

Highly Preferred Skills and Experience:

Leads the IT Service Delivery organization responsible for Incident, Major
Incident, Problem, Change, and Crisis Management processes. 
Drives operational excellence through structured governance, escalation
management, and continuous improvement initiatives.
Leads the Enterprise Problem Review Board (EPRB), ensuring systemic risks,
recurring incidents, and operational trends are analyzed and driven to
resolution. Partners with Infrastructure, Applications, Security, and Telecom
teams to coordinate response to major incidents and operational crises. 
Ensures disciplined Change Management governance that balances operational
stability with transformation initiatives. 
Leverages ServiceNow and operational platforms to analyze service
performance, identify trends, and support data-driven decision making. 
Develops reporting and dashboards that translate operational metrics into
insights for leadership and stakeholders. 

Supervises staff including hiring, coaching, and performance management while
fostering a collaborative, high-performing team environment.

Requirements

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 8-12 years of relevant experience and 7+ years of leadership / management experience, required.
• Experience with ITIL-based service management disciplines including Incident, Major Incident, Problem, and Change Management.
• Experience leveraging ServiceNow or similar ITSM platforms to analyze operational data, develop dashboards, and drive service improvement.
• Strong leadership, communication, and stakeholder management skills in complex enterprise environments.

Nice To Haves

• Leads the IT Service Delivery organization responsible for Incident, Major Incident, Problem, Change, and Crisis Management processes.
• Drives operational excellence through structured governance, escalation management, and continuous improvement initiatives.
• Leads the Enterprise Problem Review Board (EPRB), ensuring systemic risks, recurring incidents, and operational trends are analyzed and driven to resolution. Partners with Infrastructure, Applications, Security, and Telecom teams to coordinate response to major incidents and operational crises.
• Ensures disciplined Change Management governance that balances operational stability with transformation initiatives.
• Leverages ServiceNow and operational platforms to analyze service performance, identify trends, and support data-driven decision making.
• Develops reporting and dashboards that translate operational metrics into insights for leadership and stakeholders.
• Supervises staff including hiring, coaching, and performance management while fostering a collaborative, high-performing team environment.

Responsibilities

• Leads an Infrastructure Services and Management group by developing, communicating, and building consensus for programs that support a business, function or geographic area.
• Develops and articulates a strategic vision for areas of responsibility and assigned technology domains.
• Makes recommendations regarding improvement for quality, increased efficiency, productivity, and cost reductions.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here but considered related are not essential functions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager