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
• Project Management Office

The role is both operational and transformational:

• 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
• 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.

Leadership & Strategy

• 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

Infrastructure & Service 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

Transformation & Solution Design

• 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

AI Enablement & Innovation

• 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

Requirements

Qualifications

Bachelor's degree in IT, Computer Science, Engineering, or a related field; advanced degree preferred

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, service maturity, and metrics-driven service management and continuous improvement

Strong financial management, vendor oversight, and stakeholder management skills, with experience managing executive leadership, business unit leaders, and technology leaders

Strong knowledge of hybrid/cloud platforms, endpoint management, and ITSM practices

Eligible to work in the United States

Some travel will be required

Available during Eastern Time business hours

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

Benefits

• Supportive, progressive, fast-paced environment
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, and short-term disability insurance