IT Director

GENERAL SUMMARY: The IT Director is responsible for leading the organization’s IT infrastructure, operations, workplace technology, cybersecurity operations, and service delivery to ensure reliable, secure, scalable, and business-aligned technology services supporting global operations.

This role provides strategic and operational leadership across infrastructure, workplace technology, cybersecurity, IT service management, vendor management, and operational resilience. The IT Director develops and executes technology roadmaps, manages operational priorities and budgets, monitors service performance through metrics and KPIs, and advances the use of AI and automation to improve productivity, efficiency, and control effectiveness while supporting SOX compliance and audit readiness across IT systems.

ESSENTIAL FUNCTIONS:

•       Lead enterprise IT infrastructure including cloud, network, servers, endpoints, and identity platforms

•       Ensure high availability, performance, and disaster recovery across global systems

•       Leverage monitoring, observability, and telemetry to proactively manage system performance and reliability

•       Oversee Microsoft ecosystem (Azure, M365, Entra ID, Intune)

•       Lead global IT infrastructure and operations teams while partnering with business leaders to align IT strategy, performance, and risk.

•       Develop and maintain infrastructure and operations roadmaps that align technology investments, lifecycle management, security requirements, and business growth priorities

•       Track operational performance using KPIs such as uptime, incident trends, service availability, patch compliance, capacity, and remediation progress.

           IT Service Delivery & Workplace Technology

•       Lead global IT service delivery including service desk, endpoint support, executive IT support, and collaboration platforms

•       Oversee ITIL-based processes (incident, request, change, problem, and major incident management)

•       Manage endpoint lifecycle including provisioning, patching, security, and device support

•       Oversee workplace technology platforms (Microsoft 365, Exchange, Teams)

•       Drive continuous improvement in service quality, user experience, and operational consistency

•       Define and monitor service delivery metrics including SLA adherence, ticket aging, resolution time, major incident response, knowledge management, and customer satisfaction.

Security, Risk & SOX Compliance

•       Enforce cybersecurity standards aligned to Zero Trust principles

•       Maintain IT general controls (ITGCs) including access, change management, and audit evidence

•       Partner with Internal Audit and external auditors to support SOX compliance and remediation

•       Operationalize cybersecurity controls in partnership with security, audit, and business stakeholders, including identity, endpoint, vulnerability, incident response, and third-party risk practices

AI & Automation

•       Drive adoption of AI tools (e.g., Copilot) to improve productivity and service delivery

•       Establish governance and responsible use of AI technologies

•       Drive automation of operational processes to improve efficiency, consistency, and scalability

•       Integrate AI and automation into IT operations where appropriate

Resilience & Continuity

•       Ensure business continuity and resilience through disaster recovery planning, testing, and incident response coordination

Vendor & Service Management

•       Manage vendors, managed service providers, SLAs, and performance expectations for IT.

•       Manage IT operating budgets, vendor spend, renewals, contracts, forecasting, and cost optimization to ensure technology investments deliver measurable business value

•       Conduct regular vendor and managed service provider reviews using performance scorecards, SLA results, issue trends, risk items, and improvement plans

SUPERVISORY RESPONSIBILITIES: Management of internal teams, technical leads, external vendors, and consultants assigned within the business unit.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  (The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

•       Experience leading cloud, network, endpoint, identity, Microsoft 365, and enterprise infrastructure services in a global environment.

•       Working knowledge of cybersecurity, Zero Trust principles, IT general controls, SOX compliance, audit support, and risk management.

•       Experience managing vendors, managed service providers, SLAs, contracts, and internal resources to deliver reliable IT services.

•       Experience managing IT budgets, forecasting, contracts, vendor spend, renewals, cost optimization, and business cases for technology investments.

•       Ability to define and manage technology roadmaps, service metrics, operational dashboards, KPIs, SLAs, risk remediation plans, and continuous improvement initiatives.

•       Ability to improve service delivery through ITIL-based processes, performance metrics, user experience improvements, and continuous improvement practices.

•       Proven ability to deliver technology projects, system implementations, automation efforts, and operational improvement initiatives.

•       Familiarity with AI-enabled productivity tools, automation, data platforms, scripting, SQL, or related technologies preferred.

•       Strong analytical, problem-solving, communication, and executive presentation skills with the ability to translate technical concepts for business audiences.

•       Demonstrated ability to lead teams, manage competing priorities, and deliver business value in a fast-paced environment.

EDUCATION AND/OR EXPERIENCE: Bachelor’s degree in computer science, information systems, business, or equivalent professional experience. 7–10 years of progressive IT experience, including leadership of infrastructure, operations, service delivery, or workplace technology functions.

LANGUAGE SKILLS: Ability to read and comprehend instructions, correspondence, and memos. Ability to prepare routine reports and correspondence. Ability to communicate effectively with customers, vendors and other employees of the organization. Requires excellent grammar and spelling.

MATHEMATICAL SKILLS: Ability to analyze budgets, forecasts, service metrics, system performance data, risk indicators, and project financials. Ability to interpret percentages, trends, variances, capacity measures, and ROI calculations to support data-driven IT decisions.

REASONING ABILITY: Ability to analyze complex technical, operational, security, and business issues; evaluate risks, dependencies, and trade-offs; and make sound decisions in both routine and ambiguous situations. Ability to prioritize competing demands, use data and business context to solve problems, and communicate recommendations clearly to technical and non-technical stakeholders.

CERTIFICATES, LICENSES, REGISTRATIONS:

OTHER SKILLS AND ABILITIES: The ability to effectively use modern workplace, collaboration, service management, cybersecurity, and productivity tools, including Microsoft 365, Teams, endpoint management platforms, ticketing systems, reporting tools, and AI-enabled productivity solutions. Requires strong documentation, organization, vendor coordination, troubleshooting, change management, and continuous improvement skills, with the ability to adapt to evolving technologies and business needs.

PHYSICAL DEMANDS: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.)

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle or feel. The employee is frequently required to climb stairs, talk and hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

The noise level in the work environment is that found in a “normal office environment; noise levels during visits to other locations in the building may be moderate and occasionally loud. The employee occasionally performs work related to travel.

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.