Senior Director, Infrastructure & Operations

Great Day Improvements: A Family of Brands•Twinsburg, OH

8h•$160,000 - $180,000•Onsite

About The Position

The Senior Director, Infrastructure & Operations is responsible for leading the teams that support the company’s enterprise technology foundation, including infrastructure, network, cloud, data center, identity and access management, endpoint computing, collaboration platforms, service desk operations, and infrastructure security and risk support. This role supports a national, highly distributed environment across branch locations, manufacturing facilities, corporate offices, and data centers. The Senior Director will ensure critical technology services remain stable, secure, scalable, resilient, and aligned with business needs. The ideal candidate is an experienced infrastructure and operations leader who began their career in a hands-on technical role and progressed into senior leadership. This individual will partner closely with executives and technical teams, assess current operations, build practical roadmaps, improve service levels, develop talent, strengthen accountability, and drive continuous improvement across the organization. Application development, ERP systems, enterprise integrations, business intelligence, and software engineering are managed by a separate technology organization and are not part of this role.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field strongly preferred; equivalent relevant experience may also be considered.
12+ years of progressive experience in infrastructure and operations environments, including at least 5 years leading infrastructure, network, cloud, platform, or IT operations teams.
Prior experience reporting directly to a CIO, CTO, Executive Vice President, Senior Vice President, or equivalent executive technology leader.
Previous hands-on technical experience as a Systems Administrator, Infrastructure Engineer, Network Engineer, Cloud Engineer, Architect, or similar role.
Experience supporting organizations with at least 2,500 employees across multiple locations.
Experience leading hybrid cloud and on-premise infrastructure environments, with strong knowledge of enterprise networking, cloud services, identity management, endpoint management, and infrastructure operations.
Experience leading Service Desk and end-user support organizations.
Experience managing technology vendors, service providers, contracts, budgets, and related operating expenses.
Experience developing and managing Infrastructure and Service Desk KPIs, operational scorecards, and executive dashboards.
Demonstrated experience presenting operational performance, risks, trends, and improvement plans to executive leadership.
Experience leading infrastructure and operations teams through growth, organizational change, acquisitions, transformation, or similar periods of significant change.
Strong communication skills and executive presence.

Nice To Haves

Master's degree in a related field.
Experience supporting highly distributed organizations, including manufacturing, distribution, retail, field services, or similar environments.
Experience supporting organizations with 3,000+ employees and 100+ locations.
Experience leading infrastructure modernization initiatives.
Infrastructure architecture or enterprise architecture experience.
ITIL certification or experience working within a similar operational framework.
Relevant professional certifications such as CISSP, CCNP, Azure, AWS, VMware, PMP, or ITIL.
Working knowledge of AI platform infrastructure requirements, including data security, licensing, and endpoint considerations.

Responsibilities

Set the strategic direction for enterprise infrastructure and operations, developing roadmaps that support business growth, scalability, security, and evolving business needs while evaluating current platforms, identifying gaps, prioritizing improvements, and establishing consistent operational standards, processes, and expectations.
Serve as a trusted advisor to executive leadership on infrastructure decisions, investments, and risks, partnering with enterprise technology leadership to ensure infrastructure, identity, and endpoint platforms are prepared to support AI tools and services across the organization.
Participate in enterprise AI governance, evaluating the infrastructure, security, and data implications of new AI tools and technologies entering the environment.
Lead day-to-day enterprise infrastructure and support operations, creating consistency in incident, change, problem, and outage management while improving service quality, responsiveness, and the overall user experience.
Strengthen operational visibility through monitoring, reporting, and performance metrics, and partner with business leaders to understand challenges, remove technology obstacles, and improve service delivery.
Oversee enterprise networking and telecommunications, including WAN, SD-WAN, LAN, wireless, internet connectivity, and related services, while leading hybrid cloud and on-premise infrastructure environments.
Lead infrastructure modernization through automation and platform improvements, while managing data center operations, backup platforms, recovery capabilities, infrastructure lifecycle planning, and initiatives designed to reduce operational risk through sound architecture, planning, and execution.
Partner closely with cybersecurity leadership on infrastructure security initiatives, including identity and access management, vulnerability remediation, security incident response and recovery, compliance with internal security standards, and audit requirements.
Support the secure deployment and adoption of AI platforms by enforcing identity, access, and data protection standards across AI-enabled applications and services and assessing risks related to data handling, endpoint controls, and acceptable-use enforcement.
Establish and maintain Infrastructure and Service Desk KPIs, operational scorecards, and executive dashboards that provide visibility into infrastructure health, service performance, operational risk, customer satisfaction, and team productivity.
Track and report key metrics including infrastructure availability, SLA attainment, MTTR, MTTD, First Contact Resolution, change success rates, incident trends, vulnerability remediation, endpoint compliance, and customer satisfaction.
Present operational performance, trends, risks, and improvement plans to executive leadership, using data and measurable outcomes to identify improvement opportunities, strengthen accountability, and drive decisions based on business impact.
Lead, coach, develop, recruit, and retain a strong team of infrastructure and operations professionals, establishing clear priorities, expectations, and accountability while building future leaders.
Foster a culture of ownership, open communication, follow-through, and accountability across the organization.
Build strong relationships with executives, business leaders, and operational stakeholders, translating technical concepts into clear business terms and partnering effectively across the organization.
Manage technology vendors, service providers, and strategic partners while overseeing infrastructure budgets, technology-related operating expenses, contracts, and investments to maximize value and reduce risk.