VP, Infrastructure Services

POSITION SUMMARY:  The Vice President of Infrastructure and IT Operations is responsible for the vision, direction and leadership of the infrastructure environment and IT operations, including Network, Cloud Platforms, Telecom Services, Storage & Capacity Management, Messaging, Service Desk and Onsite Field Support. The VP creates and enforces standards, compliance, SLAs, policies and procedures and performance metrics to ensure the availability, integrity, and stability of IT infrastructure and services. The VP works closely with Operations Business Management, Retail Operations, Construction and IT peers to ensure successful delivery of IT services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide technical design, drive innovation and provide architectural leadership to their teams, consisting of internal, managed service and contract resources globally, to ensure high quality deployment of infrastructure that meet business requirements and internal standards
• Develop, track and ensure adherence to SLAs and other performance metrics
• Responsible for monthly performance reporting for all operations
• Responsible for developing and managing to capex and opex budgets
• Oversight of Service Desk  providing Tier 1 telephone and email support to users
• Oversight of tier 1 and tier 2 staff and processes including the triage, monitoring of tickets for completeness and timeliness of completion in accordance with support level agreements
• Oversight of Tier 3 and Infrastructure Architects to ensure continuous improvements & enhancements to the enterprise
• Ensure customer SLAs, communication protocols and contractual agreements regarding service interruptions are adhered to
• Implement and champion a global change process
• Define and implement SOP standards, training opportunities and handoff of items that level1 and level2 support groups should take over from level 3 teams
• Partner with IT leaders to deliver service and support for the environment based on approved service levels
• Continuously identify and address SLA deficiencies and recurring issues
• Continuously look to move support left from level3 to level0; using automation, training. FAQs, etc.
• Develop and implement global IT Desktop policies and standards and manage Tech Refresh budget and schedule
• Responsible for asset procurement and fulfillment processes
• Oversee the IT procurement and invoicing process, maintaining accurate tracking of spend, assets and contracts
• Participate and contribute to the development of business cases required to drive the necessary investments in the global operational environment
• Hire and develop talent of infrastructure, Service Desk and onsite support resources
• Ensures compliance with SOX ITGC controls for Change Controls and User Access, including development of SOPs and Polices and ensuring controls and SLAs are adhered to
• Create advancement opportunities and career growth availability for employees, review existing org and make changes where appropriate to rectify any identified issues
• Develop, approve, maintain and enforce IT policies and procedures
• Interact with all levels of internal and/or external leaders
• Strategically develop and operationally employ industry best practices for ITIL in areas such as: Incident, Problem, Release, Change, CMDB and Asset Management

Supervisory Responsibilities:

This position directly supervises the work activities of others and is accountable for the management of others, through a subordinate supervisor, concerning selection, recommending termination, performance appraisal, and professional development.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Minimum Qualifications:

• Bachelor’s degree in computer science or equivalent work experience
• 5+ years in IT senior management
• 10+ years’ experience infrastructure and IT operations roles
• Strong ITIL process management experience
• Strong knowledge of performance management techniques for IT Operations
• Experience in Cloud infrastructure environment
• Experience creating and managing a strong Service Desk
• Demonstrable experience managing matrixed resources and the ability to influence
• Ability to develop teams and lead people in a decentralized environment
• Strong IT Technical knowledge, business acumen and process skills
• Excellent communication and relationship management skills
• Comfortable in diverse, fast-paced and rapidly changing business environment
• Ability to work cross culturally
• ITIL / HDI Foundations/training
• Strong understanding of SOX ITGC controls

Preferred Qualifications:

• Strong Knowledge of Microsoft 0365 preferred
• Strong Knowledge of Microsoft Azure environment preferred
• Experience in retail strongly preferred