The IT Director is responsible for overseeing all aspects of infrastructure and operations related to technology delivery within the division. This includes managing on-premise and cloud-based IT infrastructure, ensuring the efficient and effective delivery of IT services, and providing end-user support. The role involves implementing best practices and processes for Information Technology Service Management (ITSM) to align IT services with business needs, improve service quality, and optimize infrastructure operations. The IT Director will possess strong technical infrastructure expertise, project management skills, and vendor management capabilities. They will contribute to the development and execution of the organization's IT strategy, ensuring that IT aligns with the business strategy and delivers the necessary capabilities for success. Continual service improvement and a service-oriented approach are key elements of this role.
Moreover, the IT Director will drive innovation initiatives to identify and implement new technologies, methodologies, and solutions that enhance the organization's IT capabilities and support its strategic objectives. They will foster a culture of innovation within the team, encouraging creative thinking and collaboration to drive continuous improvement and stay ahead of industry trends. Efficiency will be a central focus, optimizing IT processes and operations to enhance productivity, reduce costs, and maximize resource utilization.
In addition, the IT Director will prioritize customer orientation and satisfaction, ensuring that IT services meet or exceed customer expectations. They will establish customer-centric practices and service level agreements to deliver a seamless and positive user experience. By actively seeking feedback, measuring customer satisfaction, and implementing improvements based on customer insights, the IT Director will drive a customer-centric approach throughout the organization. They will also champion customer advocacy, advocating for technology solutions that align with customer needs and contribute to their success.
Furthermore, the IT Director will play a pivotal role in team development, providing leadership, guidance, and mentorship to IT staff. They will build and nurture high-performing teams, fostering a positive and inclusive work environment that promotes professional growth and encourages knowledge sharing. Developing the skills and capabilities of the team will be a priority, ensuring that the IT department has the talent and expertise to effectively support the organization's technology needs and drive business success.
Responsibilities:
- Responsible for enterprise-wide effective and efficient IT infrastructure, including servers, storage, wired and wireless networks, end user support, disaster recovery, and cabling to ensure high levels of availability, performance, and business alignment.
- In alignment with Enterprise Architecture, drive hosting decisions and maintain a catalog of options to be considered. Develop and implement standards, procedures, and operational processes. Establish monitoring capabilities to identify and manage problems. Evaluate trends and implement improvements.
- Develop, deploy, and improve the full spectrum of IT operations processes.
- Ensure all infrastructure systems configurations and operating procedures (run books) are fully documented and properly maintained.
- Responsible for third-party relationship management with hardware and software vendors, cloud hosting providers, electrical & mechanical contractors, telecom/internet providers, and other critical suppliers of infrastructure products and services.
- Establish, monitor, and analyze performance metrics and service level agreements to ensure business and customer needs are being properly met.
- Set the mission and vision of the I&O team and foster a business-oriented culture and mindset.
- Lead the development of the I&O service strategy and technical roadmap and ensure alignment with the overall IT and enterprise strategic plans.
- Define, develop and manage a comprehensive and integrated ITSM landscape (incident management, change management, hardware asset management, problem management) based on industry best-practices, disciplines and related toolsets.
- Participate in the assessment of external and internal technology capabilities required to achieve desired competitive positioning.
- Champion I&O involvement in the IT organization's innovation efforts and its role in experimenting with new solutions to take advantage of business opportunities.
- Evaluate work processes to eliminate waste; monitor for continuous improvement and cost avoidance opportunities.
- Develop partnerships with stakeholders and senior management to stay abreast of current issues and challenges.
- Collaborate with MAC IT leadership to ensure that communication and processes are seamless across division lines.
- Provide clear and open communication within MAC, including users/clients, and senior leadership to ensure the transparency of Infrastructure and Operations activities and objectives.
- Produce timely and relevant status reports including but not limited to time, quality and budget dashboard representing MAC’s IT I&O environment.
- Determine financial needs of the work unit and submit annual budget proposal consistent with MAC IT’s strategic direction, division needs, and stakeholder expectations.
- Develop and manage the annual operating expenditure (opex) and capital expenditure (capex) budgets for I&O to ensure that it's consistent with the overall strategic objectives of IT and the enterprise and is within plan.
- Leverage influencing and negotiation skills across IT and the enterprise to enable cost-effective and innovative shared solutions in the achievement of business goals.
- Manage department operations within established budget resources to provide the best products and services to our customers.
- Direct the development of an I&O sourcing strategy and provides executive oversight for strategic vendor and partner relationship management.
- Monitor financial position regularly to address financial deficit/surplus situations in a timely manner.
- Oversee the purchasing process ensuring that contracts are current, have sufficient funding available and are renewed in a timely manner.
- Build and manage a team of Infrastructure professionals, including hiring, training, and performance management.
- Set expectations, counsel, commend, and manage employee performance on an ongoing basis and in relation to their performance.
- Ensure employees have work plans appropriate for their business function and that the plan is being followed.
- Work with HR and the IT leadership team to develop an I&O "talent strategy" that aligns with the current and future business and IT strategy. Continually looks for leading-edge and innovative solutions for the recruitment, development, and retention of the I&O workforce.
- Conduct regularly scheduled meetings with employees to communicate work plans, issues, and other appropriate information.
- Exercise supervisory authority in accordance with MAC Human Resource Policy, MAC Administration Manual, and/or the appropriate collective bargaining agreement.
- Recognize employee achievement.
- Facilitate effective and collaborative working relationships among staff.
- Oversee the development and maintenance of resource utilization and forecasting models.
- Participate in management meetings and contribute to an open dialogue; communicate information within the organization and provide feedback to the team.
- Identify strategic and/or critical issues that require CIO direction.
- Drive the adoption and commitment to continual service improvement.
- Represent the CIO in presentations or discussions regarding infrastructure strategies or projects; provides issue summaries, discussion opportunities and problem resolution options.
- Provide strategic direction and oversight for the design, development, operation and support of IT systems that fulfill the needs of the business, including the full life cycle of technical architecture, infrastructure engineering, infrastructure operations and IT service support.
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions
- Strategic Mindset - Seeing ahead to future possibilities and translating them into breakthrough strategies
- Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals
- Ensures Accountability - Holding self and others accountable to meet commitments
- Drives Results - Consistently achieving results, even under tough circumstances
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
- Values Differences - Recognizing the value that different perspectives and cultures bring to an organization
- Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
- Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives
- Organizational Savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics
- Bachelor’s degree in a related field
- Five years of IT technical infrastructure management experience
- In lieu of a degree, nine years of IT technical infrastructure management experience
- Four years of leadership responsibility, managing groups and teams which included responsibility for hiring, disciplining, coaching, rewarding and terminating employees.
- Experience in implementing Infrastructure-As-A-Service cloud hosting solutions and vendor management.
- Demonstrated knowledge of ITSM principles including relevant methodologies, tools, and overall framework.
- Demonstrated record of budget and cost management experience
- Experience leading IT transformational initiatives in complex and dynamic environments
- Valid driver’s license
- Reliable vehicle to commute between job sites
- Master’s degree in a related field
- Microsoft O365 experience
- Microsoft Unified Communication experience
- Outsourced Service Desk Management experience
- Audio/Video experience related to conference room interoperability
- Previous experience with Private LTE technology
- Relevant certifications and accreditations such as ITIL, ISO, PMP, etc.
- Experience in strategic planning, organization design and development
- Previous experience in developing I&O shops
- End User Compute Strategic Planning
- Public sector experience
- Airport experience