Senior IT Management, Incident & Program Delivery Lead

HP•Houston, TX

About The Position

Senior IT Management, Incident & Program Delivery Lead Description - Seeking a Senior IT Infrastructure, Incident & Program Delivery Lead who combines deep technical acumen, exceptional incident management discipline, and strategic program execution. The role manages the technical and service relationship of the organization with customers. The role also customizes solutions for complex customer requirements, all while mentoring lower-level employees and aligning strategies with the organization's goals. This is a senior individual contributor role for a proven self‑starter who leads without direction, operates calmly under pressure, and builds trust across senior leadership. The ideal candidate excels in incident command, infrastructure stability, and enterprise program delivery—aligning execution with the organization’s strategic Plans of Record (POR) to advance business and technology outcomes.

Requirements

15+ years in IT Infrastructure, Incident Command, or Managed Services operations, with experience driving large‑scale programs.
Four-year or Graduate Degree in Computer Science, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
Proven mastery in: Microsoft Intune / Endpoint Manager / Autopilot and modern management frameworks
Incident management and RCA methodology in complex environments
Windows OS, O365, Teams , and hybrid computing ecosystems
Networking fundamentals (DNS, DHCP, VPN, routing, proxy)
InfoSec alignment—identity, compliance, and device security controls
Demonstrated leadership in managing executive‑critical incidents and post‑incident governance.
Strong program management and communication skills—able to influence across peer, executive, and partner levels.
Execution‑oriented self‑starter with strong ownership mindset and ability to deliver outcomes independently.

Nice To Haves

ITIL Certifications
Experience in large global enterprises or Managed Services environments
Solid understanding of Zero Trust , conditional access, and device compliance architecture.
Familiarity with ITIL, Agile , or SAFe delivery frameworks to support structured operational agility.

Responsibilities

Incident & Problem Management Excellence Serve as the primary incident commander for complex or business‑critical issues—driving containment, restoration, and transparent communication.
Lead cross‑functional technical bridges involving Operation, Security, Networking, and Engineering during critical events.
Conduct detailed Root Cause Analysis (RCA) for systemic issues, ensuring long‑term preventions are designed, implemented, and tracked through closure.
Develop standardized runbooks, escalation frameworks, and proactive detection strategies to strengthen operational resilience.
Act as the executive‑facing voice during major incidents—delivering calm, precise, and business-aligned updates.
Applies extensive technical knowledge and awareness of industry trends to manage critical or high-risk technology areas or customer groups, combining technical expertise and business acumen to devise superior solutions for the organization and its customers.
Acts as a mentor and consultant, offering guidance to team members, other organizations, customers, and vendors on the most intricate issues.
Participates in, proposes, or leads exceptionally complex customer and internal projects, including transformation initiatives, across various technology customers, internal businesses, and end user areas.
Infrastructure Engineering & Service Reliability Operate as the senior technical authority for endpoint management, Operating system, infrastructure delivery, and operational stability.
Key the end‑to‑end Microsoft Intune / Endpoint Manager environment, including policies, packaging, device compliance, telemetry, and optimization.
Partner with PCL, Networking, InfoSec, and Infra teams to maintain unified service reliability and secure system integration.
Oversee complex testing, validation, and production rollout of new product, services infrastructure tools, hardware, and process enhancements with minimal risk.
Maintain disciplined documentation, service dashboards, and compliance reporting across infrastructure platforms and governance frameworks.
Strategic Program Delivery & Stakeholder Alignment Identify, define, and drive strategic programs that deliver sustained operational value, automation, and modernization.
Translate enterprise POR (Plan of Record) objectives into executable workstreams—establishing clear ownership, timelines, and metrics of success.
Lead execution of multi‑phase initiatives across geographies and teams while managing dependencies, risk, and readiness.
Function as a trusted program voice with senior stakeholders—communicating progress, risks, and value realization effectively.
Ensure every delivery contributes to long‑term operational scalability, security, and business enablement.
Leadership Through Influence Lead by example: proactive, accountable, results‑driven, and highly reliable under pressure.
Mentor and coach global IT staff, instilling structured incident response, technical excellence, and service ownership habits.
Build trusted relationships across executive, engineering, and service delivery communities.
Demonstrate professional composure, confident decision-making, and clarity when representing IT in high‑visibility settings.