Position SummaryThe Vice President, Infrastructure Services leads the strategy, operating model, engineering, delivery, and operation of enterprise infrastructure and employee technology services. This executive is accountable for the reliability, scalability, resilience, and performance of cloud and on-premises platforms, connectivity, digital workplace and end-user services, business service availability, distribution center technology enablement, and responsive IT service management.
The role establishes the multi-year infrastructure roadmap, service ownership and governance model, investment priorities, and organizational capabilities required to support business growth, customer commitments, regulatory requirements, and the company's adoption of automation and AI. The VP leads senior leaders, managers, and technical teams; partners closely with business and technology leaders; and measures results through service reliability, employee experience, operational readiness, risk reduction, and financial performance.
Essential Functions and DutiesStrategic Leadership, Roadmap & Organizational Direction:- Serve as a strategic thought leader and champion the benefits of emerging technologies, including AI, Machine Learning (ML), agentic AI, and other advancements, as they apply to infrastructure services and operations.
- Develop and maintain a multi-year Infrastructure Services strategy and roadmap aligned with business growth, customer commitments, operational requirements, regulatory expectations, and enterprise technology priorities.
- Define and evolve the Infrastructure Services operating model, organizational structure, service ownership, and decision rights across cloud and platform engineering, network and communications, digital workplace and end-user services, site reliability engineering and operations, warehouse technology enablement, and infrastructure architecture, automation, and AI.
- Establish infrastructure investment priorities across platform modernization, lifecycle management, resiliency, technical debt, capacity, automation, and emerging capabilities; develop business cases and sequence investments based on business need, risk, service impact, and financial considerations.
- Partner with the PMO and business and technology stakeholders to establish priorities, secure appropriate resources and funding, and ensure initiatives are planned and positioned for successful execution.
- Build strong relationships with senior executives and business leaders and serve as a trusted advisor regarding infrastructure capabilities, risks, investments, and emerging technology opportunities.
Cloud & Platform Engineering: - Lead Cloud and Platform Engineering across Azure, Google Cloud, Nutanix, operating systems, storage, backup integration, identity integration, infrastructure as code, platform governance, and cloud cost management.
- Establish platform engineering standards that improve scalability, reliability, security, automation, and consistency across cloud and on-premises environments.
- Drive modernization of infrastructure platforms while reducing technical debt and improving lifecycle management, standardization, and operational efficiency.
- Establish governance for cloud consumption, capacity, performance, and cost optimization while ensuring infrastructure investments align with business requirements.
Network & Communications: - Direct Network and Communications services across corporate offices, distribution centers, cloud environments, and remote operations.
- Provide executive oversight for enterprise and distribution center networks, WAN, cloud connectivity, wireless infrastructure, internet redundancy, DNS and DHCP, VPN, and voice and collaboration communication technologies.
- Establish network architecture, availability, capacity, performance, and lifecycle standards to support business continuity, operational growth, and high-availability requirements.
- Ensure clear ownership, escalation, and engineering accountability for network reliability and business-critical connectivity.
Digital Workplace & End User Services: - Lead Digital Workplace and End User Services for remote, hybrid, office, and distribution center employees, including Windows and Mac engineering, endpoint and mobile management, Microsoft 365 and collaboration services, device lifecycle, patching, self-service, and employee productivity.
- Establish enterprise standards and governance for end-user technology platforms, administrative services, endpoint engineering, and technology asset lifecycle management.
- Provide executive oversight of Service Desk and technology service management capabilities, including tiered support, executive support, request fulfillment, asset and knowledge management, service catalog capabilities, and continuous improvement of the employee technology experience.
- Establish strategy and governance for endpoint lifecycle and technology asset management, including device standards, provisioning, refresh planning, mobile devices, asset controls, licensing, vendor and leasing strategy, and secure disposition.
- Establish clear service ownership, service levels, operating standards, and accountability to provide consistent technology experiences across all supported business environments.
Site Reliability Engineering, Service Management & Resilience: - Establish Site Reliability Engineering and operations practices for end-to-end business services, including monitoring and observability, incident and problem management, capacity management, service levels, operational readiness, backup validation, disaster recovery, and business continuity exercises.
- Establish the Infrastructure Services IT service management operating model and governance across incident, request, problem, change, knowledge, asset, and service management.
- Define clear service ownership, escalation pathways, SLAs/OLAs, operating standards, and continuous improvement expectations across Infrastructure Services.
- Establish the enterprise infrastructure resilience strategy, including availability standards, recovery objectives, capacity and redundancy requirements, disaster recovery governance, and operational readiness for business-critical services.
- Ensure integrated service delivery and accountability across infrastructure engineering, Service Desk and End User Services, SRE, warehouse technology, Applications, Cybersecurity, and Operations.
- Provide executive leadership during major technology incidents and ensure effective escalation, communication, root-cause analysis, corrective action, and organizational learning.
Warehouse Technology Enablement: - Oversee Warehouse Technology Enablement across distribution center environments, including warehouse Wi-Fi, RF handhelds, scanners, printers, shipping workstations, local infrastructure, and site technology support.
- Coordinate with Operations, application teams, technology leaders, and external vendors on conveyor and warehouse control system interfaces, PLC connectivity, facility upgrades, infrastructure dependencies, and peak-season readiness.
- Establish appropriate ownership and escalation models between frontline support, infrastructure engineering, operational technology resources, and business operations.
- Ensure distribution center technology is designed and supported to meet business-critical availability, resilience, performance, and recovery requirements.
Infrastructure Architecture, Automation & AI: - Set infrastructure architecture, engineering standards, reference designs, lifecycle plans, and target-state direction across Infrastructure Services.
- Establish architecture governance that promotes standardization, interoperability, scalability, security, resiliency, and effective lifecycle management.
- Reduce technical debt and expand reusable platforms, infrastructure as code, automation, orchestration, and self-service capabilities.
- Introduce practical AI-assisted support and infrastructure operations in partnership with the AI Center of Excellence and Cybersecurity, with appropriate governance, data protection, security, and human oversight.
- Evaluate emerging technologies and determine where adoption can materially improve infrastructure performance, service reliability, employee experience, scalability, or cost effectiveness.
Cybersecurity, Risk & Governance: - Partner with the CISO organization to incorporate security requirements into infrastructure strategy, architecture, engineering, and operations.
- Ensure alignment with enterprise requirements for identity and access controls, network segmentation, vulnerability remediation, endpoint and administrative controls, technology asset governance, monitoring, change controls, and audit and regulatory requirements.
- Partner with Enterprise Architecture, PMO, Procurement, application leaders, Operations, and other technology functions on shared standards, priorities, dependencies, and enterprise initiatives.
- Ensure infrastructure risks, control gaps, lifecycle exposures, and service vulnerabilities are identified, prioritized, communicated, and appropriately mitigated.
Financial, Vendor & Performance Management: - Own Infrastructure Services budgets, financial planning, vendor performance, contracts, resource planning, and delivery commitments.
- Establish meaningful KPIs, informed by the Gartner model, for availability, incident response, recovery, provisioning, device health, customer satisfaction, automation, capacity, service quality, and cost.
- Use service, operational, financial, and performance data to identify trends, evaluate organizational effectiveness, improve service outcomes, and inform investment decisions.
- Report material risks, performance trends, financial results, major initiatives, and roadmap progress to executive leadership.
- Establish effective vendor governance and ensure external technology partners meet contractual, service, financial, security, and performance expectations.
Organization, Workforce & Talent Leadership: - Recruit, develop, and grow the Infrastructure Services organization, building strong leadership and engineering capability across the function.
- Own multi-year workforce and capability planning, including organizational design, critical capability gaps, succession planning, insource/outsource decisions, vendor augmentation, and sequencing of leadership and engineering investments.
- Develop leaders and technical talent through clear accountability, coaching, performance management, succession planning, cross-training, career development, and knowledge transfer.
- Create a culture of engineering excellence, operational ownership, continuous improvement, proactive communication, collaboration, and customer service.
- Ensure organizational capacity, leadership capability, and technical expertise remain aligned with the company's evolving infrastructure needs and strategic priorities.
Education, Knowledge, Skills, and ExperienceRequired Education: - Bachelor's degree in Information Technology, Computer Science, or a related field.
Preferred Education: Required Knowledge: - Enterprise infrastructure architecture and operations across public cloud, private cloud, networking, endpoints, collaboration services, and IT service management.
- High-availability design, observability, incident and problem management, backup, disaster recovery, and business continuity.
- Infrastructure security principles, identity and access management, endpoint protection, change control, and vendor governance.
- Budgeting, cloud financial management, service metrics, and technology lifecycle planning.
Preferred Knowledge: - Azure, Google Cloud, Nutanix, Microsoft 365, Intune, Jamf, RingCentral, Terraform, and related automation tooling.
- Distribution center wireless and operational technology environments, including RF devices, warehouse control systems, conveyor interfaces, and site resilience.
- AI-assisted operations and support, including event correlation, knowledge retrieval, predictive monitoring, and responsible Copilot enablement.
- Pharmaceutical distribution, specialty pharmacy, and related security or regulatory expectations.
Required Experience: - Minimum of fifteen (15) years of experience in IT, with at least seven (7) years in a senior leadership role.
- Progressive leadership experience directing enterprise infrastructure and operations organizations, including senior leaders, managers, and multidisciplinary engineering teams.
- Demonstrated ownership of cloud and network platforms, end-user services, service reliability, major incidents, disaster recovery, and infrastructure resilience in a distributed, multi-site organization.
- Experience building and executing multi-year roadmaps, prioritizing technology investments, managing budgets and vendors, and communicating technology risks, business cases, and investment priorities to senior executives.
- Record of improving measurable service outcomes and leading organizational, operating model, or capability transformation across complex technology environments.
Preferred Experience: - Leadership of technology services for multiple distribution centers or other high-availability, transaction-intensive facilities.
- Experience with hybrid and multi-cloud environments, infrastructure as code, SRE practices, and cloud cost optimization.
- Experience supporting a large remote workforce and modernizing service desk and self-service capabilities.
- Experience partnering with Cybersecurity, Operations, and application teams on warehouse automation, regulated processes, or peak-season readiness.
Required Skills: - Strategic planning and practical execution; ability to transl
