Director, Global Digital Infrastructure and Operations

The Director, Global Digital Infrastructure and Operations will lead strategic initiatives to enable digital transformation and innovation across the critical functions of Supply Chain and Manufacturing (Operations). This senior-level role demands a visionary leader with a strong background in digital strategy, technology management, and business partnership. This role will collaborate with cross-functional teams to identify opportunities, establish partnerships, and deliver impactful solutions that optimize Client’s Operations processes, enhance employee experiences, improve decision-making, and drive sustainable growth in alignment with our P2W strategy and business objectives.

Core Responsibilities:

Digital Strategy and Roadmap:

• Lead the strategic direction and management of the company’s Digital Technology Solutions (DTS) infrastructure, operations, Operations Technology (OT) and end-user computing environment.
• Identify and deliver opportunities to leverage emerging digital technologies and platform best practices to drive innovation, efficiency, and productivity that realizes business value and improves customer experience.

Digital Leadership, Collaboration and Stakeholder Engagement:

• Lead digital technology initiatives across the global Infrastructure and Operations function, facilitating a seamless ‘follow the sun’ model to deliver appropriate services, digital technologies and processes to improve operational efficiency, productivity, and compliance.
• Collaborate with DTS Leadership Team to identify and prioritize opportunities, pilot projects, and proof-of-concepts.

Technology Portfolio Management:

• Ensure alignment between technology investments and business priorities, optimizing resource allocation and enabling value realization.

Partnership and Supplier Management:

• Oversee and manage relationships with infrastructure managed services partners.
• Ensure that service providers perform to the Service Level Agreements (SLAs) and Key performance Indicators (KPIs) as documented within service contracts and promptly address all service deficiencies.
• Ensure that service providers adhere to all the terms and conditions of the contract including financial commitments and approved changed requests.
• Coordinate with partners to ensure the seamless integration and operation of managed services.
• Evaluate and select new managed services partners as needed.
• Negotiate contracts and pricing with managed services providers.
• Conduct regular performance reviews and audits of managed services partners.

Innovation and Emerging Technologies:

• Evaluate new and emerging technologies and trends, conducting feasibility studies and prototyping to assess potential impact and value.

Performance Management, Monitoring, and Measurement:

• Infrastructure Requests - Ensure that infrastructure enhancement requests are effectively prioritized and translated into service requirements while ensuring clear alignment to service contracts and required change control procedures.
• Incident Response – Ensure that incidents are effectively prioritized, responded to, and closed per defined service level agreements.
• Change Requests – Ensure that change requests are effectively prioritized and responded to per required change control procedures and in alignment with service contracts.
• Demand Management – Align service capacity to business demands while ensuring customer satisfaction to the agreed upon service request outcomes.
• Service Delivery Planning – Develop and maintain service delivery plans including budgets, processes, tools, staffing and communication.
• Service Catalog – Develop, maintain, and communicate service catalogs that clearly define repeatable infrastructure services offered to the business.
• Governance – Facilitate operational governance through the implementation of an infrastructure service delivery governance program to ensure global alignment on demand management and adherence to technology standards. Utilize Lean and ITIL tools to drive standards and continuous improvement.

End-User Computing Environment:

• Manage the end-user computing environment, including hardware, software, and mobile devices.
• Oversee the provisioning, configuration, and support of end-user devices.
• Ensure the timely resolution of end-user support issues.
• Develop and enforce policies for end-user device usage and security.
• Implement and maintain tools for remote management and support of end-user devices.
• Conduct regular training and awareness programs for end-users.

Talent Development and Team Leadership:

• Manage a team of direct reports and service providers including personnel selection/hiring, training, staff development, performance management, goal development and annual performance reviews.
• Enhance the team capabilities by seeking to understand the career ambitions of team members and enabling the creation of meaningful development plans. Provide appropriately challenging tasks and assignments for team members to fully leverage their potential.

Qualified candidates will have:

• Proven experience in managing infrastructure managed services partners.
• Strong knowledge of operations technology infrastructure and end-user computing.
• Proven ability to improve operational efficiency and service delivery effectiveness across all lines of business and technology platforms.
• Strong strategic thinking, business acumen, and stakeholder management skills, with the ability to translate technology trends and opportunities into actionable business strategies and outcomes.
• Excellent leadership, communication, and collaboration skills, with the ability to influence and build consensus across all levels of the organization.
• Demonstrated track record of successfully managing complex technology portfolios, driving innovation, and delivering measurable business value.
• Experience working in a global environment, with the ability to navigate cultural differences and collaborate effectively with diverse teams across geographies.
• Results-oriented mindset, with a focus on continuous improvement, agility, and delivering tangible business results.
• Experience working in a matrixed environment, with the ability to influence and negotiate effectively for resources that are not in direct control of this role.
• Excellent verbal and written communication skills, including the ability to explain Technology concepts and technologies to business leaders.
• Handle multiple priorities simultaneously.
• Ability and willingness to travel.

Requirements:

• Bachelor’s degree in information technology, Computer Science, or a related field; Master’s degree preferred.
• Minimum of 15 years of experience in IT infrastructure and operations management.
• Minimum of 10 - 15 years’ experience leading global transformation initiatives and working with outsourced partners.
• Minimum of 5 years of leadership responsibility in managing multiple, large, cross-functional teams or projects and influencing senior-level management and key stakeholders.
• Extensive ITIL knowledge and experience.

Benefits:

Full-time roles are eligible for our comprehensive benefits package which includes medical, dental and vision coverage as well as a 401(k) plan with an competitive company match.