Head of Infrastructure and Operations

Position Summary

The Head of Infrastructure and Operations is a senior leadership role responsible for overseeing the design, implementation, and management of the company's IT infrastructure and operations. This role ensures high availability, security, and performance across hybrid cloud environments, networks, service desk, IT policies, and vendor management. The position also leads a mix of internal team members and external service providers to deliver reliable, secure, and efficient IT services aligned with business needs.

Key Responsibilities

Strategic Planning and Leadership

• Define the infrastructure and operations strategy in alignment with the organization's IT and business strategy.
• Lead, coach, and develop a high-performing team of IT professionals across multiple domains.
• Ensure clear ownership, accountability, and development paths for all team members.

Infrastructure Management

• Oversee hybrid cloud environments (AWS, Azure, GCP and on-premise).
• Lead the team of 2 internal staff responsible for cloud and data center operations, ensuring scalability, performance, and cost-efficiency.
• Drive automation, modernization, reliability, and cost optimization in infrastructure services.

Network and Security Operations

• Manage network and cybersecurity operations in collaboration with outsourced SOC provider.
• Supervise 3 internal team members responsible for ensuring secure and resilient connectivity and network performance.
• Oversee incident response, vulnerability management, and security compliance initiatives.
• Design and rollout security measures and policy as it is necessary and responsive to emerging threat.

End-User Services, Digital Workplace & Service Desk

• Manage IT service desk, and endpoint hardware and software operations provided by 3 internal team members and outsourced vendor.
• Oversee service quality, ticket resolution, and end-user satisfaction.
• Manage digital workplace environment and continuous improvement in employee experience through modern collaboration tools (e.g., Microsoft 365, Teams, SharePoint), self-service, and automation.
• Drive continuous improvement in service levels using ITSM tools (Freshservice).

IT Governance, Risk, and Compliance

• Oversee IT policy, risk, and compliance frameworks to meet internal controls internal/external audits, and regulatory standards (e.g., ISO, NIST).
• Ensure audit readiness and contract governance in collaboration with internal stakeholders.
• Supervise 1 team member managing GRC, IT Management activities and vendor compliance.

Vendor and Contract Management

• Manage relationships with strategic vendors and service providers, ensuring performance, contract compliance, and service delivery.
• Develop and monitor SLAs and KPIs to ensure services meet expectations.
• Manage IT asset life cycle and IT procurement processes; ensuring cost optimization of IT expenditure.

IT Financial Management

• Lead IT budgeting, forecasting, and cost optimization across infrastructure, operations, and vendor services.
• Ensure financial transparency through accurate reporting, cost allocation, and spend tracking.
• Align IT investments with business priorities to maximize value and support strategic initiatives.

Operational Excellence

• Own and drive ITSM/ITOM/ITAM implementation and practices (Freshservice), ensuring efficiency and effectiveness in service operations and process automation.
• Ensure proactive monitoring, reporting, and resolution of incidents and problems.
• Establish a culture of service excellence and continuous improvement.

Qualifications

Education & Experience

• Bachelor's or Master's degree in Computer Science, Information Systems, Engineering, or related field.
• 10+ years of experience in IT infrastructure and operations, with at least 5 years in a leadership role.
• Proven experience managing hybrid cloud environments, vendor contracts, and IT teams.

Skills & Knowledge

• Strong understanding of cloud infrastructure (AWS), data centers, networking, cybersecurity, and ITSM.
• Knowledge of IT governance frameworks (e.g., COBIT, ISO27001) and cybersecurity practices.
• Experience working with outsourced service models and managing multi-vendor environments.
• Excellent leadership, communication, and stakeholder management skills.