About The Position
The Senior Director Infrastructure & Operations Delivery is a strategic leadership role responsible for driving end-to-end customer delivery excellence, operational performance, and large-scale project execution across the organization's infrastructure portfolio. This leader serves as the primary accountability owner for customer satisfaction, delivery commitments, and the successful execution of complex, enterprise-wide infrastructure programs. The ideal candidate is a results-driven executive who combines deep technical acumen with exceptional relationship management and organizational leadership capabilities.
Requirements
- 10+ years’ related work experience in Infrastructure & Operations, IT delivery, or technology services
- 5+ years’ direct supervisory/management experience
- Related Bachelor’s degree or additional related equivalent work experience Information Technology, Computer Science, Engineering, Business Administration, or a related field
- Demonstrated track record of delivering large-scale infrastructure programs ($10M+) on time and within budget
- Deep expertise in infrastructure domains including data center operations, cloud platforms (AWS, Azure, GCP), networking, and end-user computing
- Proven ability to manage executive customer relationships and drive measurable improvements in customer satisfaction.
- Experience with ITIL, PMP, or equivalent delivery/service management frameworks
- Exceptional communication, executive presentation, and stakeholder management skills
Nice To Haves
- Master’s degree in a related field MBA or a related technical field
- PMP, PgMP, ITIL v4, or relevant cloud certifications - AWS, Azure, Google
- Experience in a managed services, professional services, or consulting environment
- Familiarity with DevOps, SRE practices, and AIOps tooling
- Experience in regulated industries - healthcare, finance, government
Responsibilities
- Own the end-to-end customer delivery experience, ensuring all infrastructure and operations services are delivered on time, within scope, and to the highest quality standards.
- Serve as the executive escalation point for customer issues, driving rapid resolution and proactive communication.
- Establish and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and strategic partner.
- Define, monitor, and report on customer satisfaction metrics (CSAT, NPS, SLAs/OLAs), continuously implementing improvements to elevate the customer experience.
- Champion a customer-first culture across all delivery teams.
- Lead the governance and oversight of large, complex infrastructure and operations projects from initiation through closure.
- Develop and implement program management frameworks, delivery methodologies, and best practices (ITIL, PMI, Agile/SAFe) to ensure consistent, repeatable delivery.
- Manage project portfolios with budgets ranging from $5M–$50M+, ensuring financial accountability and ROI realization.
- Partner with PMO, Architecture, Engineering, and Business stakeholders to align project scope, resources, timelines, and risk mitigation strategies.
- Drive successful outcomes for data center migrations, cloud transformations, network modernization, and other major infrastructure initiatives by partnering with area leaders.
- Define and execute the strategic roadmap for Infrastructure & Operations delivery capabilities, aligned to broader organizational objectives.
- Lead, mentor, and develop a high-performing team of delivery managers, program managers, and operations professionals.
- Establish operational KPIs and scorecards; hold teams accountable to performance targets.
- Drive continuous improvement initiatives leveraging automation, process optimization, and emerging technologies.
- Oversee vendor and partner relationships, ensuring contractual compliance and performance alignment.
- Partner with Product, Engineering, Sales, Finance, and Business Unit leaders to align delivery capabilities with organizational priorities.
- Present delivery performance, program status, and strategic recommendations to C-suite and Board-level stakeholders.
- Collaborate with Sales and Pre-Sales teams during customer engagement cycles to ensure delivery commitments are realistic and achievable.
- Drive organizational change management efforts associated with large transformation initiatives.
Benefits
- Medical, dental, vision, life and global travel health insurance
- Income protection benefits: life insurance, short- and long-term disability programs
- Leave programs to support personal circumstances
- Retirement Savings Plan including employer match
- Paid time off, volunteer time off, 10 holidays and 2 well-being days
- Additional voluntary benefits available
- A comprehensive wellness program
- Competitive pay as well as opportunities for incentive or commission compensation
- Regular annual reviews with pay for performance considerations for base pay increases
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
1,001-5,000 employees
