Vice President, Infrastructure Services ( Remote )
About The Position
The Vice President, Infrastructure Services owns the strategy, delivery, and continuous improvement of enterprise infrastructure and end-user technology services, ensuring reliable, scalable, and cost-effective operations that support business continuity in a healthcare call center environment. This position oversees five teams focused on: Production Infrastructure, Telephony, Commercial off-the-shelf (COTS) support, End-user technology and support, and Project Management Office. The role is both operational and transformational, aiming to lead the shift from reactive to proactive support, drive metrics-driven service management, design and execute a phased migration from colocation infrastructure to secure hybrid/cloud platforms, modernize and scale telephony technologies, and adopt AI and automation technologies to improve resilience and efficiency. A successful candidate will partner closely with business and technology leaders to align infrastructure with corporate objectives.
Requirements
- Bachelor's degree in IT, Computer Science, Engineering, or a related field
- 10+ years of progressive leadership in IT infrastructure and service operations, including enterprise infrastructure, end-user computing, and service desk functions
- Demonstrated success driving operational transformation and service maturity
- Strong financial management, vendor oversight, communication, and stakeholder management skills
- Strong knowledge of hybrid/cloud platforms, endpoint management, and ITSM practices
Nice To Haves
- Advanced degree preferred
- Direct experience leading cloud migration across legacy and hybrid environments preferred
- Experience with large-scale telephony infrastructure in a call center environment preferred
- Experience with automation, analytics, or AI-driven operations preferred
- Healthcare or other regulated environment experience preferred
Responsibilities
- Define and execute the enterprise infrastructure strategy, aligned to business goals, including the roadmap for migrating from colocation to secure hybrid/cloud platforms and for embedding AI and automation
- Lead and develop multi-disciplinary teams, fostering accountability, innovation, and a culture of service excellence
- Build leadership bench strength and grow organizational capability in automation, platform engineering, and data-driven operations
- Oversee the design, implementation, and operation of core infrastructure—servers, storage, cloud platforms, telephony, and end-user computing—ensuring high availability, performance, and reliability
- Lead end-user technology services, including device lifecycle management and service desk operations
- Lead incident, problem, and change management with a focus on root-cause resolution and operational stability
- Own solution design for infrastructure and workplace technology, translating business needs into scalable, supportable architectures
- Define and execute migration strategies (rehost, replatform, refactor, retire) with clear governance and business-case alignment
- Drive the shift to proactive service management through monitoring, automation, and preventative maintenance, using cloud adoption to improve resiliency, observability, and standardization
- Establish service levels, KPIs, and operational reporting to improve performance and user experience
- Identify, prioritize, and operationalize AI use cases across infrastructure and service operations (e.g., predictive monitoring, intelligent ticket routing, virtual support agents, capacity forecasting)
- Establish governance, standards, and measurable outcomes for AI adoption, ensuring cloud and data platforms provide the scalable foundation required
Benefits
- Medical, dental, vision, life, and short-term disability insurance
- Matching 401(k) with immediate vesting
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What This Job Offers
Job Type
Full-time
Career Level
Executive
