Director Of It Infrastructure And Operations

JOB SUMMARY

The Director of IT Infrastructure and Operations, reporting to the CIO, is responsible for ensuring the efficient and cost-effective operation of the technical and support functions within the Information Technology Department. The incumbent will strategically plan, coordinate, and direct IT activities, ensuring alignment with the organization's business objectives. They will oversee the management of IT infrastructure, operational support, service delivery, compliance, and governance throughout the organization. Additionally, the Director will provide leadership, direction, and support to the IT staff.

DUTIES AND RESPONSIBILITIES

Leadership and Strategy

• Collaborate with the IT leadership team to develop and communicate the organization's infrastructure and operational strategies.
• Benchmark, analyze, and make recommendations for IT infrastructure improvement and growth.
• Lead operational and strategic planning, including resource allocation and fostering innovation.
• Provide technical guidance and recommendations to IT management.
• Identify emerging technology trends and evaluate their potential impact on the company's products, services, and operations.
• Provide comprehensive technical leadership, guiding the IT team in evaluating and implementing appropriate technology solutions.

IT Infrastructure and Operations Management

• Ensure high performance, high availability, scalability, reliability, security and cost-effective IT infrastructure across the organization.
• Oversee the service desk and service management functions, meeting SLA targets.
• Provide Tier 1 and Tier 2 operational support, triage, and communications as required.
• Maintain software licensing and compliance and perform general IT controls and audits.
• Manage and administer vendor, outsourcer, and consultant contracts and service agreements.
• Oversee the planning, deployment, monitoring, maintenance, and support of all IT infrastructure, including network, servers, operating systems, hardware, software, and peripherals.
• Collaborate with other IT Directors to define infrastructure requirements for new business systems and ensure security compliance.
• Define, enforce, manage and enhance IT policies, procedures, and best practices for infrastructure architecture, security, disaster recovery, standards, and service provision.
• Manage user access and asset management (hardware and software).

Financial Management

• Develop business case justifications and cost/benefit analyses for IT infrastructure spending and initiatives.
• Ensure financial aspects of IT infrastructure and operations are in compliance with organizational policies.
• Manage IT infrastructure budgeting, purchasing, and budget review.

Team Management and Communication

• Set clear goals and objectives for the technology team, providing regular feedback and performance evaluations.
• Maintain effective written and oral communications, presenting ideas in user-friendly language.
• Foster a diverse and inclusive work environment that attracts and retains top talent.
• Foster collaboration with IT and business leaders on projects, operations, and initiatives.
• Build and lead a high-performing technology team, fostering a culture of innovation, collaboration, and excellence.
• Mentor and develop technical talent, promoting professional growth and continuous learning.
• Establish regular communication with the CIO regarding IT infrastructure activities and updates.

Technology Risk Management

• Ensure compliance with relevant data protection, privacy, and security regulations.
• Stay abreast of cybersecurity threats and implement appropriate measures to protect the organization's assets.
• Identify and mitigate potential technology-related risks and vulnerabilities.
• Establish disaster recovery and business continuity plans to minimize downtime and data loss.

QUALIFICATIONS

Education and Experience

• Proven experience as a Director, Infrastructure. Minimum 10 years of managerial work experience in IT, with a strong focus on infrastructure and operations.
• Deep technical expertise across a broad range of technology domains.
• University or college degree in computer science or a related field.
• Track record of successfully implementing and managing complex technology projects and initiatives.
• Certifications in relevant IT infrastructure and ITIL are a plus.

Skills and Abilities

• Ability to conduct research into IT issues and products.
• Knowledge of industry standards, compliance requirements, and emerging technology trends.
• Strong understanding of human resource management principles and project management.
• Exceptional customer service orientation.
• Strategic thinking and problem-solving abilities, with a focus on innovation and continuous improvement.
• Extensive experience working in a team-oriented, collaborative environment.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Strong communication and interpersonal skills to effectively collaborate and engage with stakeholders at all levels.
• Excellent leadership, interpersonal and people management skills, with the ability to motivate and inspire teams.
• Self-motivated and detail-oriented.
• Proficiency in generating business cases and budgets.
• Excellent written and oral communication skills.

STANDARDS OF PERFORMANCE

The Director of IT Infrastructure and Operations must consistently demonstrate competency in fulfilling all the duties and responsibilities outlined in this job description. Performance will be regularly reviewed.

PERFORMANCE REVIEW

Performance will be reviewed on an ongoing basis with a review at the end of the three-month probationary period and subsequently, on at least an annual basis. Input will be sought from employee, Supervisor, Branch Office and Field employees, and in addition from National Development Centre departments as applicable, will be based on ongoing client feedback and the extent to which performance meets expectations.