Overview:[
The Director of Infrastructure is a leader of leaders, accountable for delivery of multiple functional domains within Information Technology Infrastructure. This leader will specifically be responsible to lead technology services within unified communications and collaboration, including voice, messaging, contact center, workforce automation, conferencing, content collaboration and audio visual. The role has substantial decision-making accountability within the areas of technology, talent, budget and process. The role is accountable for delivering projects and services to the entire enterprise with a high level of budget responsibility and team member leadership, both direct and indirect.
]Responsibilities/Job Description:
- Lead unified communications and collaboration technology services, which includes technology vision, strategy and all service delivery responsibility
- Accountable to lead highly engaged teams, delivering the enterprise mission and vision and adhering to enterprise commitments/values
- Accountable for the successful delivery of technology projects and services as measured through cost, quality (service levels) and schedule. This includes the full lifecycle of the projects and services, including strategy, planning, architecture, design, operations, maintenance and decommissioning
- Ensure compliance with and participate in continuous improvement of organizational standards, practices and methodologies
- Define, track, measure and report on critical success factors and key performance indicators
- Partner for success across the Information Technology ecosystem and with our business partners and our suppliers
- Efficiently plan and manage projects and services budgets, according to enterprise investments and strategies
- Efficiently plan and manage projects and services capacity and demand by following the Information Technology and/or enterprise demand process
- Ensure positive partner/customer experience through satisfaction surveys
- Proactively lead through organizational change
Qualifications:
Required
Education
- Bachelorâs degree or an equivalent combination of experience, education and training
Experience
- 12+ years experience within Information Technology
- 10+ years of wide-ranging and deep experience in various unified communications and collaboration technology services, including but not limited to: voice, messaging, contact center, workforce automation, conferencing, content collaboration and AV technologies
- 7+ years of leadership experience with increasing levels of accountability
- Extensive knowledge of specific technologies including voice, messaging, contact center, workforce automation, conferencing, content collaboration and AV technologies
- Significant understanding of the relationship between voice and network infrastructure and the applications / services they enable
- Strong understanding of convergences amongst unified communications and collaboration technology services to improve service delivery, reduce costs and/or create strategic advantages
- Experience in solution architecture, program management, engineering, vendor management, project management, voice and network support
- Strong negotiation skills within a high demand service environment
- Strong leadership, coaching and mentoring skills
- Proven experience delivering technology projects and services, with excellent customer quality, cost and outcome measures
- Excellent oral, written, and interpersonal communication and presentation skills
- Ability to work with a range of technical staff, architect and operational and business partners to develop joint solutions
- Strong project management skills
- Ability to facilitate problem solving among groups with varying needs and priorities
- Exceptional understanding of ITIL frameworks and lean principles
- Excellent analytical skills
- Ability to multi-task and prioritize work
Preferred
Education
- Advanced Degree in Business Administration or related
Experience
- Experience within the Healthcare Industry
- Experience in a large, complex organization
- ITIL certification(s)
- Lean certification(s)
- Certified Analytics Professional (CAP)
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