Director IT Infrastructure & Operations

Director of IT Infrastructure & Operations

Position Summary

The Director of IT Infrastructure & Operations is a senior leadership role responsible for the strategy, planning, and execution of all core IT infrastructure and operational services at SLC. This role is critical in ensuring the organization's technology platforms—including network, cloud, server, storage, client hardware, and database systems—are reliable, secure, and scalable to successfully meet all business objectives.

The Director will lead and mentor the Infrastructure and Operations teams (including Engineering and Database Administration), driving a culture of high performance, continuous improvement, and operational excellence. A key focus is transforming current capabilities, defining clear Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and guiding strategic investments that balance operational demands with SLC's long-term growth and digital transformation goals.

Essential Functions & Responsibilities

I. Strategic Leadership & Governance

• Technology Roadmap: Develop and execute a comprehensive, multi-year IT Infrastructure and Operations strategy and technology roadmap, ensuring alignment with SLC's overall business strategy and financial goals.
• Performance Metrics: Define, implement, and oversee SMART (Specific, Measurable, Attainable, Relevant, Time-based) metrics and KPIs for availability, performance, security, and cost-effectiveness across all infrastructure domains.
• Investment & Planning: Guide business and IT leadership in making balanced investment decisions, managing the operational and capital planning processes, and negotiating resource allocation for strategic projects.
• Capacity Management: Ensure proactive and strategic capacity planning for all key systems (hardware, software, storage, and networking) to support anticipated business growth and peak demand.
• Benchmarking & Improvement: Continuously benchmark existing IT systems against industry best practices and emerging technologies, providing data-driven recommendations for process and system modernization.
  
  
  

II. Operational Excellence & Service Delivery

• Team Leadership & Development: Manage, mentor, and develop the Infrastructure and Operations staff, fostering a highly skilled, cross-functional, and resilient team through effective recruitment, supervision, performance evaluation, and professional development.
• Critical System Management: Direct all operational activities for mission-critical systems, including the enterprise-wide application (e.g., "Tran") that supports loan processing and client servicing, ensuring high availability, integrity, and performance.
• Service Reliability: Oversee the successful provisioning and maintenance of all enterprise services, including LAN/WAN, cloud connectivity, network security, database systems, and disaster recovery.
• Proactive Monitoring & Resilience: Implement and manage advanced proactive monitoring tools to ensure system reliability. Establish robust processes for incident management, root cause analysis, and problem resolution to minimize downtime and recurring issues.
• Vendor Management: Evaluate, select, and manage relationships with key technology vendors, services, hardware, and software providers, ensuring high-quality service delivery and favorable contract terms.
  
  
  

III. Innovation, Security, and Compliance

• Process Engineering: Lead efforts to re-engineer infrastructure processes and support models to ensure continuous alignment with evolving business requirements, tactical plans, and the strategic vision.
• Security Posture: Partner with the Information Security team to ensure all infrastructure components adhere to established security policies, compliance requirements, and best-practice hardening standards.
• New Technology Assessment: Assess emerging technology and business trends (e.g., hybrid cloud, automation) to deliver cost-effective and innovative solutions that support strategic and operational business plans.
• Configuration Management: Oversee and enforce IT Asset and Configuration Management Database (CMDB) processes and procedures to maintain accurate and reliable inventory data.
  
  
  

Required Skills & Attributes

• Exceptional Leadership: Proven ability to inspire, manage, and scale high-performing technical teams. Demonstrates strong motivation, influence, and acceptance of feedback.
• Strategic & Critical Thinking: Ability to use logic and reasoning to identify alternative solutions, make timely and sound judgments, and develop strategies that drive long-term business value.
• Advanced Analytical & Problem-Solving Skills: Exceptional troubleshooting skills with the ability to diagnose complex system issues, identify root causes, and develop effective, long-term solutions.
• Project & Organizational Management: Strong organizational skills with a proven track record of coordinating complex projects, managing timelines, prioritizing tasks, and effectively communicating progress to stakeholders.
• Communication & Influence: Excellent oral and written communication skills, with the ability to effectively translate technical information for senior management and non-technical user communities.
  
  
  

Experience & Education Qualifications

• Education: Bachelor’s Degree required, preferably in Information Systems, Information Technology, Computer Science, or a related Engineering discipline.
• Infrastructure Leadership: Minimum 5 years of progressive experience leading, mentoring, and managing network, cloud, systems, and/or database engineering teams within an enterprise or service provider environment.
• Technical Depth: 5 years of hands-on or supervisory experience with complex enterprise network, virtualization, and public cloud environments.
• Architecture Experience: Minimum 3 years of experience in IT Infrastructure Architecture design and planning.
• Knowledge: Strong practical knowledge of IT Service Management principles, specifically IT Asset Management and CMDB processes and procedures, and experience working within ITIL or similar service management frameworks.