Security and Infrastructure Operations Director
This position is expected to promote quality and drive business value in compliance with internal and external IT policies and procedures by working closely with IT colleagues to ensure high quality service delivery and ongoing support primarily across 3 offices (CT, Washington, DC and KY) and secondarily with our client's other members. This position is expected to lead a variety of teams and be able to travel to any of our client's offices throughout the world as is allowed by the agency's security and safety experts. This position is responsible for establishing operational plans and identifying and managing potential risks of delivering the technology services required to support our client's current and future business needs. The person must be able to identify, assess, and prioritize meaningful strategic opportunities within both clinical and non-clinical settings, and to develop the people, processes, and underlying technologies to deliver on those opportunities., Under the direction of the Chief Information Officer (CIO), the Senior Director, IT Security and Operations provides strategic direction and operational leadership for all core technology services - including production services (data center, server and storage, network engineering), support services (help desk, personal systems, telecommunications / videoconferencing, engineering, productivity applications, document imaging), and security and cyber security (technical security, user provisioning). Functional - 40% * Oversees the design, implementation, maintenance, operational decisions, and strategic alignment of the technology / infrastructure functions including networks, data centers, servers and storage, telephony, video conferencing, and personal systems administration and engineering * Proactively oversees the development, operations, and continuous improvement of support functions such as technical help desk, personal systems support as well as support for productivity applications (eg, Skype, E-mail) and document imaging to ensure efficiency and service excellence regardless of geography * Oversees IT security and cybersecurity functions including the response, detection, and prevention of security concerns, and user provisioning and access * Leads and manages process development, maintenance, and operational decisions related to the functionality of all technology services * Synthesizes and communicates large-scale technology and infrastructure issues effectively with senior level leadership * Oversees relationships with external vendors and service providers for maintenance and support of technology services-related applications and hardware while adhering to the standards and processes set by the Agency * Reviews the latest technology and infrastructure trends, and recommends updates and / or changes when applicable * Identifies and facilitates investigation, required reporting, and corrective action for serious quality, development, and / or delivery risks of technology services * Defines the standards for overall quality, consistency, and completeness of appropriate technology services documentation and follow up * Develops and shares technology services roadmap - including priorities, resourcing and ownership per activity, timelines, and dependencies Collaboration - 40% * Works closely with IT Directors to capture and report system requirements and collect the necessary information to educate and inform senior management for budgeting decisions related to IT technical / infrastructure needs and support * Oversees reporting, change management, incident management, problem management, and release management, in coordination with the respective staff, in order to proactively identify risks, opportunities and downstream impacts to the customer/business * Supports the planning and preparation for all internal and external IT security and cybersecurity related compliance issues and audits in coordination with our client's compliance and legal functions * Participates in IT Governance decision making processes as the technology / infrastructure subject matter expert (SME) * Oversees the resource management process for IT Security and Operations to ensure optimal daily operations and project delivery * Supports IT annual budgeting process and governance-related budgeting decisions in collaboration with the CIO/VP * Accountable for the development and ongoing management of IT Security and Operations budget Management - 20% * Assesses customer feedback and ensures IT Security and Operations processes are efficient and cost effective * Develops strong working relationships with customers and key stakeholders to enable client satisfaction and to consult on new business strategies * Manages and supports IT Security and Operations team members to build core technical skills, business knowledge, leadership, communication, and customer service skills to assist their growth and development* Bachelors' Degree in Computer Science, MIS, Business or a related field; Masters' Degree preferred in Business or a related field. * 10+ years of experience and related management experience in technology, infrastructure, network, and application / hardware support preferably in a non-profit environment. * Proven experience in vendor relationship management, financial and budget planning, resource management, and project management. * Proven experience in developing and maintaining effective relationships with internal clients. * Proven experience in managing a large, diverse team in multiple locations.