IT Operations Domain Director

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Act as the main Infrastructure partner for LNCA business leaders.

• Align service roadmaps, investments, and operational capabilities with business priorities.

• Lead and coordinate Service Delivery Managers to guarantee consistent service delivery and operational governance.

• Oversee the performance, governance, financial efficiency, and evolution of Infrastructure services across LNCA.

• Ensure regional infrastructure services are aligned with Group standards, security requirements, and operating models.

• Manage service providers, managed services contracts, and local vendors.

• Define and monitor KPIs, SLAs, customer satisfaction, and service improvement plans.

• Guarantee the execution of Incident, Problem, Change, Asset, and Capacity Management processes.

• Serve as the escalation manager for critical regional incidents.

• Provide support to regional business units and site leadership teams.

• Coordinate major infrastructure initiatives, including Cloud Transformation, Modern Workplace, Cybersecurity remediation, Network modernization, and operational efficiency projects.

• Ensure adherence to Group standards, cybersecurity policies, audit requirements, and regulatory obligations.

• Enhance operational efficiency through process simplification, automation, and productivity initiatives.

• Cultivate team capabilities and elevate operational maturity throughout the region.

⛳️ Requirements

• Bachelor of Science in information technology, computer science, engineering, or business administration, or equivalent experience.

• Over 10 years of experience in IT service delivery or operational management.

• Strong expertise in vendor and contract management.

• Proficient in budgeting, capacity planning, and service governance.

• Familiar with ITIL and cross-functional service integration.

• Experience with enterprise ITSM platforms, infrastructure monitoring tools, budgeting and contract management systems, Microsoft 365, and cloud platforms like Azure.

• Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.

• Comprehensive knowledge of cybersecurity frameworks, including NIST and CIS Controls, along with risk management principles.

• Understanding of IT governance, compliance frameworks, and enterprise operating models.

• Ability to inspire and develop geographically distributed teams.

• Exceptional interpersonal and cross-functional communication abilities.

• Capability to manage the expectations of senior leadership, business representatives, and external vendors across regions.

• Comfortable working in a multicultural, multi-time-zone environment.

• Proven experience in driving continuous improvement, transformation initiatives, automation, agile methodologies, and cloud transitions.

• Skilled in assessing risks and making prompt decisions during critical incidents.

• Strong stakeholder management capabilities across business, IT, vendor, and audit functions.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• High employer 401K match.

• Paid time off (PTO) and holiday pay.

• Short-term and long-term disability benefit plans.

• Above-benchmark paid maternity and parental leave.

• Bonus opportunities in accordance with the Company’s incentive plans.

• Paid time off to volunteer.

• Employee Resource Group network.