Director/Senior Director, IT Infrastructure & Service Delivery

The RMR Group • Newton, MA

25d

About The Position

We are seeking a forward-thinking and transformative leader to assume the role of Head of IT Infrastructure and Service Delivery. This senior position brings together our infrastructure and operations teams with our service delivery and end-user support functions, holding overall responsibility for the strategy, execution, and operational excellence of our entire technology landscape from our foundational cloud platforms to the end-user experience. This position will play a key role in guiding our organization through modernization and AI adoption. You will evolve infrastructure, automate operations, and improve service delivery using AI-driven capabilities. Ultimately, you will build an agile, AI-enabled team that delivers on our foundational business objectives and supports scalability, security and operational efficiency.

Requirements

• Education: Bachelor’s degree or equivalent professional experience in Computer Science, Information Technology, Business Administration, or a related field is required.
• Experience: A minimum of 10-15 years of experience in Information Technology, with at least 7-10 years in a leadership role managing teams across infrastructure, operations, and service delivery.
• Demonstrated ability to design and implement upskilling and reskilling programs for a technical workforce.
• Technical Expertise: Strong, hands-on knowledge of modern IT infrastructure, including public cloud platforms (Azure, GCP), server virtualization, storage (SAN/NAS), data centers and networking.
• Proven experience managing End-User Computing, Service Desk operations, and enterprise applications, with a focus on Digital Employee Experience (DEX) platforms.
• Experience with applying AI and automation to IT, including AIOps platforms, AI-powered ITSM tools, MLOps principles, and AI/ML frameworks.
• Financial Acumen: Demonstrated experience in budget management, financial planning, and building business cases for technology investments, including ROI analysis for training, cloud spend optimization and automation initiatives.
• Frameworks & Methodologies: Deep experience with the ITIL framework is required.
• Leadership Competencies & Soft Skills Strategic Thinker: Ability to see the big picture, anticipate future technology needs and align IT initiatives with long-term business goals.
• Exceptional Communicator: Can translate complex technical concepts into clear, business-oriented language and transparently articulate the vision and benefits of AI to build trust.
• Inspiring Mentor: Proven ability to lead, inspire and mentor diverse technical teams, fostering a culture of accountability and excellence.
• Problem Solver: Excellent analytical, negotiation and conflict resolution skills, with the ability to lead through high-pressure situations and major incidents.
• Collaborative Partner: Adept at building strong relationships with internal stakeholders, business leaders and external partners to foster a sense of shared ownership.

Nice To Haves

• Certifications such as ITIL, PMP, CISSP, or CISM are a plus.

Responsibilities

• Strategic Leadership & Financial Acumen Develop and execute a comprehensive strategic roadmap for infrastructure and service delivery that aligns with the company's goals, with a focus on modernization, scalability and efficiency.
• Act as a key member of the IT leadership team, translating business objectives into technological solutions and fostering a culture of continuous improvement and innovation.
• Champion a structured change management strategy, clearly articulating the vision for AI adoption.
• Oversee departmental finances, including the development of capital and operational expense budgets, vendor management (including Microsoft Licensing) and forecasting.
• Own and mature Azure/GCP rightsizing, reservation strategy, spend forecasting, and consumption governance
• Demonstrated ability to build empowered management layers, delegate effectively and hold leaders accountable for execution.
• Define, monitor, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), including system uptime, Mean Time to Recovery (MTTR), infrastructure cost efficiency, Customer Satisfaction (CSAT), First Contact Resolution (FCR) and automation rate.
• Team Empowerment, Growth & Development Lead, mentor, and develop a world-class IT team, championing a culture of continuous learning, innovation and strategic focus.
• Invest in our people by creating a comprehensive professional development program that aligns team skills with our long-term technology vision, including AI and automation.
• Foster an agile and collaborative work environment by reducing silos and improving cross-functional teamwork.
• Work with team members to define career paths that leverage emerging technologies and supports long-term growth within the organization.
• Build a culture of partnership and buy-in by involving employees in the journey of technological transformation.
• Ensure operational resiliency by eliminating single ‑ points ‑ of ‑ failure through cross-training and redundancy planning.
• Infrastructure, Cloud & Network Operations Lead the team responsible for the architecture, deployment and 24x7 operation of all on-premise and public cloud infrastructure (Azure, GCP), including virtual servers, storage and networking.
• Direct the network engineering team in managing our WAN, LAN, Wi-Fi, and telecom systems, ensuring high availability and performance.
• Partner with the Director, Information Security to implement and enforce security policies, leveraging AIOps for real-time anomaly and threat detection.
• Adapting ITIL for Proactive, AIOps-Driven Operations Champion the evolution of ITIL practices by integrating Artificial Intelligence for IT Operations (AIOps) to shift the organization from a reactive to a proactive and predictive operational stance.
• Incident Management: Move beyond reactive resolution by using AIOps for proactive incident prediction and prevention.
• Implement automated triage, root cause analysis (RCA), and resolution workflows to significantly reduce Mean Time to Detection (MTTD) and MTTR.
• Problem Management: Use AIOps to proactively identify recurring issues and systemic risks.
• Change Enablement: Use AI-powered tools for automated risk analysis and streamlined approvals.
• Proactive Service Delivery & Digital Employee Experience (DEX) Champion a customer-centric approach to service delivery, evolving beyond reactive ticketing to create a proactive, frictionless and personalized Digital Employee Experience (DEX).
• Lead all service delivery functions, including the Level 1 & 2 Service Desk, to provide timely and effective support with a goal of maintaining high user satisfaction (CSAT/NPS) and First Contact Resolution (FCR).
• Oversee the Service Delivery team to deliver a superior DEX through role-based application delivery and workspace analytics.
• Own the end-to-end End-User Computing (EUC) lifecycle including hardware standards, OS modernization, image management, endpoint security and software licensing strategy.
• Direct the Executive Support team to ensure seamless and reliable technology operations for all senior leadership functions. This includes providing dedicated, proactive support for the C-suite and overseeing the technical readiness for critical events such as Board of Directors meetings and company-wide town hall broadcasts.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurance
• Health Savings Account (HSA) & Flexible Spending Plans (FSA)
• 401(k) Plan with Employer Match
• Holidays, Vacation & Sick Time
• Parental Leave
• Tuition Assistance
• Matching Gift Program
• Wide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet Insurance

What This Job Offers

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