Associate Director, Infrastructure & Operations

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Develop and manage the horizontal delivery and service management engine for the Infrastructure and Operations function.

• Collaborate with IT Business Partners, Platform and Service Leads, EPMO, Finance, Enterprise Architecture, Information Security, Testing and Validation, and solution delivery partners aligned with the business to transform enterprise demand into prioritized infrastructure, enabling capabilities, and workplace services.

• Oversee end-to-end delivery activities for designated platforms and services, from strategy and demand intake through to roadmap planning, delivery, release, operations, continuous improvement, and retirement.

• Facilitate the adoption of Lean-Agile, SDLC, and delivery management methodologies across Infrastructure and Operations teams.

• Establish practices for capacity versus demand and dependency management, balancing speed to value, operational risk, cybersecurity, resilience, and compliance with regulations.

• Ensure the introduction of services, release management, and change-and-adoption protocols, including operational readiness, SLAs/OLAs, support models, CMDB and asset data, runbooks, monitoring, capacity, continuity, security, training, documentation, and backout procedures.

• Manage roadmap dependencies, delivery schedules, sequencing, shared capabilities, and implications for operating models.

• Coordinate cross-functional teams and stakeholders, including delivery managers, platform leads, product managers, service leads, service managers, engineers, architects, and supplier teams.

• Prepare and relay delivery updates, risks, dependencies, and recommendations to senior leadership and governance forums.

• Partner with security, testing and validation, quality, and compliance teams to satisfy GxP, validation, privacy, security, records management, and audit requirements.

• Oversee delivery across Hybrid Cloud Services, Digital Workplace, Enterprise Service Management, cloud and on-premises infrastructure, platform engineering, hosting, compute, storage, backup, recovery, networks, endpoint platforms, collaboration services, identity-enabled workplace experiences, ITSM, CMDB, asset/configuration management, knowledge management, and service reporting.

• Ensure that cross-platform initiatives are executed as integrated services with dependencies, milestones, acceptance criteria, ownership, and measurable outcomes.

• Coordinate globally distributed teams, contractors, vendors, and managed service providers.

• Establish, enhance, and operate demand management for I&O, ensuring that needs are captured, qualified, prioritized, sequenced, and matched to capacity.

• Engage in platform finance and budgeting, including forecasting, tracking, and variance analysis.

• Facilitate quarterly roadmap planning for Hybrid Cloud Services, Digital Workplace, and Enterprise Service Management.

• Convert roadmaps into project and delivery plans encompassing scope, outcomes, dependencies, estimates, milestones, funding, resources, and accountable ownership.

• Drive work estimation, project scoping, capacity and resource planning, prioritization, credible commitments, and trade-off analysis.

• Provide guidance, coaching, and training to colleagues.

⛳️ Requirements

• 7–10 years of progressive experience in IT.

• 3–5 years of experience leading initiatives in infrastructure, operations, service management, or technology delivery.

• Extensive experience in delivering and operating enterprise infrastructure and end-user technology services across cloud and data center platforms, networks, workplace technologies, ITSM/ESM, automation, observability, resilience, and managed services.

• Proven track record of working in a highly regulated environment utilizing a disciplined ITIL-based service design and service delivery approach.

• Strong history of delivering initiatives through Lean-Agile, SDLC, Scrum, Kanban, or SAFe practices across globally distributed platform, product, and service teams.

• Experience in participating in or facilitating quarterly planning, platform roadmap development, portfolio prioritization, dependency management, and enterprise-scale delivery planning.

• Hands-on experience with IT Service Design, Service Introduction, and operational readiness.

• Demonstrated success in demand management, work estimation, project scoping, capacity planning, prioritization, and managing senior stakeholder relationships.

• Experience in project and program budget planning and management.

• Excellent communication and influencing skills tailored to technical, business, and executive audiences.

• Proven ability to lead cross-functional initiatives and manage stakeholder relationships at all levels of the organization.

• Strong analytical and systematic problem-solving skills.

• Experience in regulated or GxP environments is preferred.

• Ability to lead through influence across delivery, platform, product, service, engineering, architecture, and supplier teams without direct reporting authority.

• Experience working with globally distributed business and IT teams, particularly in Japan, EU, and India.

• Willingness to travel up to 15–20% based on business needs.

• A Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field is required.

• A Master's degree and relevant professional certifications are preferred or advantageous.

🏝️ Benefits

• Comprehensive medical, dental, vision, and prescription drug coverage.

• Company-provided basic life insurance.

• Accidental death and dismemberment insurance.

• Short-term and long-term disability insurance.

• Tuition reimbursement.

• Student loan assistance.

• Generous 401(k) match.

• Flexible time off.

• Paid holidays.

• Paid leave programs.

• Other company-provided benefits.

• Incentive opportunity.