Vice President, Infrastructure Operations

KEY RESPONSIBILITIES: Lead global 24 ×7 infrastructure operations encompassing endpoint management (Intune/JAMF/Endpoint Central), and messaging collaboration (M365/Slack/Box/Zoom) service reliability. Serve as Incident Commander for high‑severity outages and lead post‑incident reviews, communications, and RCA delivery. Partner with Service Delivery leadership and ServiceNow operators to mature Infrastructure ITSM processes (Incident, Problem, Change Request, CMDB, Knowledgebase) and drive service‑level accountability across all teams. Develop and enforce SLOs/SLIs, error budgets, and capacity standards to ensure continuous service availability and performance. Oversee reliability engineering (SRE) and automation initiatives to reduce toil and improve resilience. Manage vendor relationships and commercial performance for key partners (e.g., Microsoft, Palo Alto, Okta, CrowdStrike, Lumen and other ISPs). Govern OPEX and maintenance CAPEX budgets, lead FinOps cost optimization, and identify measurable efficiency gains. Partner with Security, Compliance, and Audit to ensure operational adherence to SOX/ITGC, GDPR/UK GDPR, and data retention controls. Lead disaster recovery and business continuity planning, testing, and continuous improvement. Develop, mentor, and scale a high‑performing global operations team; build succession depth and career pathways. Establish a weekly Operations Review with key performance, change, and risk metrics for executive visibility. Partner closely with enterprise project teams to ensure seamless transitions from build to run. Drive operational readiness for all infrastructure projects and platform changes. SKILLS & ABILITIESOperational Leadership: Proven ability to run mission‑critical, global IT Infrastructure operations and serve as executive escalation point during major incidents. Reliability Engineering: Strong grasp of SRE principles, automation, observability, and resilience engineering. Service Management: Deep understanding of ITIL and ITSM tools, with focus on metrics‑driven improvement. Technical Breadth: Familiar with enterprise‑grade systems including Okta, Entra ID, M365, Box, Zoom, CrowdStrike, Palo Alto SASE/NGFW, SD‑WAN, Wi‑Fi, and endpoint management. Financial Acumen: Skilled at managing OPEX budgets, vendor contracts, and FinOps initiatives. Crisis Management: Composure under pressure with the ability to lead coordinated incident response efforts. People Leadership: Builds strong teams through clarity, mentorship, and accountability. Strategic Communication: Effectively interfaces with executives, translating technical risk and operational performance into business terms. Execution Focus: Balances long‑term vision with tactical delivery, driving measurable uptime and performance outcomes. Continuous Improvement Mindset: Uses data and metrics to improve stability, reduce MTTR, and optimize cost‑to‑serve. Communication: Strong written and verbal communication skills; able to influence stakeholders and explain complex concepts to technical and non‑technical audiences. Comfort with Ambiguity: Thrives in environments where direction is still forming and able to bring structure and clarity to grey areas. Resilience: Maintains focus and composure under pressure in fast‑moving, high‑visibility environments. Customer Orientation: Keeps business impact front of mind; balances technical excellence with pragmatic execution QUALIFICATIONS & TRAINING

Required: Bachelor's