School of Medicine

Established in 1930, Duke University School of Medicine is the youngest of the nation's top medical schools. Ranked sixth among medical schools in the nation, the School takes pride in being an inclusive community of outstanding learners, investigators, clinicians, and staff where interdisciplinary collaboration is embraced and great ideas accelerate translation of fundamental scientific discoveries to improve human health locally and around the globe. Composed of more than 2,600 faculty physicians and researchers, nearly 2,000 students, and more than 6,200 staff, the Duke University School of Medicine along with the Duke University School of Nursing, and Duke University Health System comprise Duke Health, a world-class academic medical center. The Health System encompasses Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Health Integrated Practice, Duke Primary Care, Duke Home Care and Hospice, Duke Health and Wellness, and multiple affiliations.

Position Summary

The Sr. Manager, IT – Operations and Infrastructure oversees the management of DCRI’s IT infrastructure, DevOps, application database administration, help/service desk functions, and IT change management. The position requires a strong working knowledge of ITIL standards and best practices, and experience with both on-premise and Azure Cloud hosted systems and resources. The Sr. Manager, IT – Operations and Infrastructure requires exceptional leadership skills and the ability to navigate and collaborate effectively within a matrixed IT environment, with dependencies on other university and health system IT groups.

Position Responsibilities

Leadership and Management:

• Lead and manage a team of IT professionals, including infrastructure engineers, DevOps specialists, application database administrators, and help/service desk personnel.
• Foster a culture of continuous improvement, professional growth, and operational excellence within the IT operations team.
• Develop and implement strategies to ensure the reliability, security, and scalability of IT infrastructure and services.

IT Operations and Infrastructure:

• Oversee the design, implementation, and maintenance of on-premise and cloud-based IT infrastructure, with a focus on Azure Cloud services.
• Ensure the availability, performance, and security of critical systems and services.
• Implement ITIL best practices to streamline operations, improve service delivery, and enhance customer satisfaction.

DevOps and Application Management:

• Lead the DevOps team in the development, deployment, and management of applications and services.
• Drive the adoption of automation tools and practices to improve efficiency and reduce manual intervention.
• Implement Infrastructure as Code (IaC) to manage and provision computing infrastructure through machine-readable definition files.
• Collaborate with software development teams to ensure seamless integration and continuous delivery of applications.
• Oversee the administration and optimization of application databases.

Help/Service Desk Management:

• Ensure the help/service desk team provides efficient and effective support to end-users.
• Implement and monitor key performance indicators (KPIs) to measure service desk performance and customer satisfaction.
• Develop and maintain incident, problem, and change management processes in accordance with ITIL standards.

IT Change Management:

• Develop, implement, and oversee IT change management processes to ensure changes are introduced in a controlled and coordinated manner.
• Manage the evaluation, planning, and execution of IT changes to minimize disruption to operations and ensure alignment with business objectives.
• Maintain detailed records of all changes and ensure proper communication with all stakeholders.

Policy and Procedure Development:

• Develop, review, and maintain comprehensive IT policies and procedures.
• Ensure that all policies and procedures align with industry best practices, regulatory requirements, and organizational goals.
• Communicate and enforce IT policies across the organization to ensure compliance and standardization.

Collaboration and Stakeholder Management:

• Work closely with other university and health system IT groups to align strategies, share resources, and coordinate projects.
• Serve as a liaison between IT operations and other departments to understand and address their technology needs.
• Communicate effectively with senior leadership and stakeholders, providing regular updates on IT operations and infrastructure projects.

Education and Experience

• BA or BS in computer science, mathematics or an Information Technology-related field and 8 or more years of related experience, or equivalent combination of education and experience.
• Three (3) years of experience in managing people and supervisory experience required.

Skills, Training and Certifications:

• Strong knowledge of ITIL standards and best practices.
• Extensive experience with both on-premise and Azure Cloud hosted systems and resources.
• Experience with DevOps engineering practices and tools.
• Proven experience in SDLC, release and change management processes.
• Proven ability to manage and lead a diverse team of IT professionals.
• Excellent problem-solving skills and the ability to make decisions in a fast-paced environment.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with various stakeholders.
• Experience working in a matrixed IT environment, particularly within academic or healthcare settings, is highly desirable.
• ITIL Foundation or higher certification preferred.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.