Director, North America Infrastructure Operations & Reliability

• Lead a multi-disciplinary North America focused team, in close partnership with managed service providers, to establish roadmaps and successful implementation of technology standards, including hosting, network, storage, workplace, desktop, and other datacenter infrastructure
• build strong relationships with company leaders and departments across the organization to understand the business, share knowledge, and foster a collaborative, supportive environment when recommending technology solutions to meet business objectives
• partner with cybersecurity and risk management teams to ensure the infrastructure meets security requirements and evolves over time to meet changing needs and best practices
• drive application migration to the cloud, embedding DevOps and observability tooling to enhance delivery and monitoring
• implement observability best practices and tooling to monitor the effectiveness of the delivery of application and infrastructure services
• work closely with the Operational Resiliency team, develop and implement infrastructure disaster recovery protocols to minimize disruption to business operations in the event of emergency situations
• develop and report on relevant KPIs and metrics to drive operational maturity, improved customer experience, and aid in transparency and understanding across the business of the infrastructure organization’s contributions
• strong focus on leadership and development of team members and extended team members of managed service partners
• ensure professional growth, setting direction/priorities, delegating tasks, resolving conflicts, and fostering a winning culture with high-performance-oriented team members

• Minimum of 10 years of demonstrated progressively responsible experience and successful Infrastructure and operations management of distributed global platforms
• strong ability to identify needs, take initiative, and prioritize work efforts, balancing operational tasks with longer-term strategic security efforts
• proven success in establishing key performance indicators, metrics, and focus to drive operational/service delivery best practices
• meticulous planning skills with a balance of risk management and efficient execution
• establish and balance priorities between new initiatives and sustaining operations engineering work
• ability to establish and maintain trust and rapport with the team and external constituents
• experience leading and developing multiple team members and managed service providers
• strong knowledge and understanding of infrastructure operations and reliability best practices in a high-volume and critical production service environment
• experience managing vendor relationships for all infrastructure services and solutions and reviewing vendor contracts, statements of work, and related documents
• experience in DevOps and Infrastructure and Application migration to cloud
• demonstrated ability to develop and execute strategic roadmap while balancing short term tactical decisions
• meticulous planning skills with a balance of risk management and efficient execution
• establish and balance priorities between new initiatives and sustaining operations engineering work
• Bachelor's or Master’s degree preferred

Reasonable accommodation under the terms of the ADA and certain state or local laws