Director, IT Infrastructure & Operations
Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter.
Job Summary
The Director of Infrastructure and Operations leads the performance of the technical infrastructure support teams, focusing on efficiency and quality. This role serves as a key technical leader that manages a team of ~20 in the day-to-day work, prioritizing work load and proactively solving problems in addition to taking ownership of critical issues where appropriate and driving incidents to resolution. Additionally, directing the strategy and daily operations of the IT infrastructure teams in order to continuously improve the internal and external customer experience. Working with cross-functional teams to advance the efficiencies of the IT Infrastructure team and building awareness of customer issues that warrant improvements.
Responsibilities
• Provides oversight and direction for the operation and support of IT systems.
• Maintain and develop a team of highly capable and technically infrastructure problem solvers who can work independently and collaboratively to support and maintain the organizations technology core.
• Establish and maintain standard operating procedures to maximize efficiency and measure key performance indicators, consistently working to improve those metrics.
• Drive and adapt I&O roadmaps by linking targeted business outcomes with the future-state business capabilities required to achieve them.
• Develop and manage the annual I&O budget to ensure that it's consistent with the overall strategic objectives of IT and the enterprise.
• Manages and monitors projects and enhancements for IT infrastructure that improve the stability, reliability and advancement of the enterprise.
• Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.
• Create and maintain internal documentation to bring consistency, repeatability and efficiency to the day-to-day operations.
• Participates in development of newer technologies to include automation, cloud technologies and on-prem solutions working closely with cross-teams to deliver best of breed solutions.
• Partner with managed service organizations ensuring service levels are met and enhancing the IT infrastructure team's ability to focus on more strategic initiatives.
• Works with the IT senior leadership team on the service portfolio and governance required to prioritize resources, including budget.
• Builds successful relationships with other IT and business leaders acting as a trusted advisor, and ensuring cost-effective delivery of IT services to meet those needs.
• Manages a comprehensive and integrated ITSM landscape, based on best-practice processes, disciplines and related toolsets.
• Collaborates with the CISO and security organization to ensure I&O embrace and apply security requirements and maintains standards.
• Participates in formal governance mechanism to establish and monitor effective controls for the processes and functions performed by I&O teams. Supports periodic reviews by internal audit, compliance teams and other risk-related functions as required.
• Provides direction on what emerging technologies should be incorporated into I&O products and services to successfully deliver overall IT strategy.
• Works with HR and the IT leadership team to develop and execute workforce plans that ensure I&O can supply skilled resources to meet current and future demand.
• Drives the adoption of (and commitment towards) service improvements.
• Serves on IT planning committees; drives the development of enterprise technology standards, governance processes and performance metrics.
Qualifications
• Bachelor's or master's degree in computer science, information systems, engineering, related field or equivalent work experience
• Ten or more years of experience in IT infrastructure
• Strong third-party management skills, working closely with sourcing and vendor management.
• Five or more years of leadership responsibilities, including strategy, budgeting and staffing
• Demonstrated experience of influencing key stakeholders across the organization and within complex contexts
• Preferably proven experience or demonstrated capability in leading IT Infrastructure transformational initiatives in complex, dynamic environments.
• Skilled at building relationships with external providers / partners, internal stakeholders and team
• A deep passion for managing and improving organization performance through the application of supporting core infrastructure technologies and practices
• A strong desire to continually learn about new technologies
• Results oriented and metric driven.
• Work well under minimal supervision
• Maintain calmness and clarity of thought under pressure and ability to maintain confidentiality
• A deep understanding of strategic business objectives and the ability to drive results toward those objectives
• The ability to communicate and express complex ideas in terms others can understand and convey technology decisions in terms of business outcomes
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