Director, Infrastructure Operations

Position Summary

The Director, Infrastructure Operations is a strategic and operational leader responsible for the delivery, performance, and continuous improvement of enterprise infrastructure services across corporate, regional, and manufacturing environments.

This role oversees the day-to-day operations of core infrastructure domains including network operations, systems operations, and end-user computing, ensuring services are reliable, scalable, and aligned with business needs. The Director leads a global team of managers and technical staff and is accountable for service performance, operational efficiency, and vendor-managed service execution.

The role partners closely with Infrastructure Engineering & Governance and Cybersecurity to ensure infrastructure platforms are secure, resilient, and operationally supportable.

Ownership Scope:

Operational performance, availability, and support of infrastructure platforms across cloud, network, systems, and workplace services.

Key Responsibilities

Infrastructure & Operations Leadership
• Provide oversight for the global delivery and support of infrastructure services across cloud, network, systems, and end-user environments
• Ensure high availability, performance, and reliability of infrastructure platforms supporting business-critical and 24x7 operations
• Oversee day-to-day operations across:

o Microsoft 365 (Exchange, SharePoint, Teams, Intune, Entra ID)

o Microsoft Azure cloud platforms

o Hybrid infrastructure and data center environments

o Network services including SD-WAN, WAN/LAN, and remote access

o Infrastructure supporting SAP S/4HANA / RISE

Service Delivery & Operational Excellence
• Establish and manage service level agreements, KPIs, and operational performance metrics
• Lead incident management, escalation response, problem management, and change execution processes
• Drive development and adoption of operational runbooks, playbooks, and standard operating procedures
• Implement monitoring, alerting, and reporting capabilities to enable proactive operations
• Ensure consistent service delivery across sites, regions, and business functions

Organizational Leadership
• Lead a global team of infrastructure managers and technical staff across multiple functional domains
• Set goals, provide coaching and development, and drive accountability for performance and outcomes
• Define staffing strategies, resource allocation, and operational priorities
• Foster a culture of operational discipline, continuous improvement, and customer-focused service delivery

Project & Initiative Support
• Provide operational leadership and guidance for infrastructure-related projects and enterprise initiatives
• Ensure operational readiness for new systems, infrastructure deployments, and business integrations
• Partner with Engineering & Governance to transition solutions into production support environments
• Support integration activities related to acquisitions and site expansions

Cybersecurity & Risk Collaboration
• Execute infrastructure security controls defined by Cybersecurity across identity, endpoint, network, and cloud environments
• Ensure infrastructure platforms support required logging, access control, and monitoring capabilities
• Support incident response and recovery activities from an infrastructure operations perspective
• Partner with Cybersecurity and Engineering to remediate vulnerabilities and operational risks

Vendor & Financial Management
• Manage day-to-day execution of infrastructure vendors and managed service providers
• Monitor service performance, escalation management, and compliance with service expectations
• Support budget planning, forecasting, and cost optimization for infrastructure services
• Ensure vendor accountability, contract adherence, and service performance improvement

Qualifications

Required
• Bachelor's degree in Information Technology, Engineering, or related field
• A Masters Degree is strongly preferred
• 10+ years of progressive IT experience, including 5+ years in leadership roles.
• Proven experience in a manufacturing, chemical, or process-industry environment (required).
• Proven experience leading large, distributed infrastructure teams
• Strong experience operating enterprise infrastructure environments including Microsoft 365, Azure, networking, and hybrid systems
• Experience managing vendor-managed service models and operational service delivery
• Strong understanding of service management practices including incident, problem, and change management
• Demonstrated ability to drive operational efficiency, service performance, and continuous improvement

Preferred
• Experience supporting SAP S/4HANA / RISE environments
• Experience with SD-WAN, WAN/LAN, endpoint platforms, and identity services
• Familiarity with infrastructure monitoring, automation, and observability tools
• ITIL or equivalent service management certification

Leadership Competencies
• Operationally focused, execution-oriented leader
• Proven ability to lead at scale across global teams
• Strong vendor and service provider management capability
• Data-driven decision making and performance management
• Effective communicator across technical and business stakeholders
• Ability to operate in complex, matrixed environments