Note: The job is a remote job and is open to candidates in USA. Diebold Nixdorf is a global technology company operating across multiple countries and entities. The Senior Director, Infrastructure & Operations will lead global infrastructure, workplace technology and operational technology services, defining modernization strategies and ensuring secure, reliable and high-performing technology operations. The role also oversees service delivery, managed-service partnerships, resilience, cost optimization and a globally distributed technology organization.
Responsibilities
- Define and execute the global Infrastructure & Operations strategy and multi-year technology roadmap for Diebold Nixdorf
- Own the strategy, lifecycle and performance of the company’s global data center, hosting and infrastructure environment
- Develop and execute data center modernization, consolidation, colocation, cloud and outsourcing strategies where appropriate
- Own global network and connectivity services, including enterprise networks, internet connectivity, remote access and related infrastructure
- Ensure infrastructure services deliver appropriate levels of availability, capacity, resilience, performance and recoverability
- Lead the company’s End-User Computing capability through the Director, End-User Computing
- Ensure employees have secure, reliable and effective endpoint technology, including laptops and associated workplace technologies
- Provide executive oversight of strategic workplace technology relationships, including the company’s relationship with Microsoft
- Drive improvement of the employee technology experience across devices, collaboration technologies and workplace services
- Own operational service delivery, including service request fulfillment, incident management and major incident management
- Establish clear operational service levels, performance measures and accountability for service quality
- Ensure major incidents are managed effectively, with appropriate executive communication, root-cause analysis and preventative actions
- Drive continual improvement of IT service management processes and operational practices
- Increase the use of automation, self-service, AI and analytics to improve service quality, speed and operational productivity
- Define and manage the company’s strategy for managed technology services, balancing internal capability with external service provision
- Lead strategic relationships with infrastructure, network, workplace and managed-service providers
- Establish effective commercial, operational and performance governance for managed-service partners
- Hold suppliers accountable for service levels, outcomes, cost, innovation and continuous improvement
- Partner with Cybersecurity to ensure infrastructure, endpoints and operational services comply with enterprise security standards and controls
- Partner with Enterprise Architecture to establish infrastructure standards, technology roadmaps and target-state architectures
- Partner with ERP & Platforms, Enterprise Applications and AI & Data to provide the infrastructure and operational capabilities required by enterprise solutions
- Lead infrastructure resilience, disaster recovery and technology continuity capabilities in partnership with relevant business and technology teams
- Drive infrastructure simplification, standardization, rationalization and reduction of technical debt
- Maintain effective asset lifecycle management and ensure aging or unsupported infrastructure is systematically addressed
- Own financial planning and cost management across infrastructure, workplace and operational services
- Optimize infrastructure and service costs through sourcing, technology modernization, vendor management and demand management
- Establish performance measures covering availability, reliability, employee experience, incident performance, service levels, cost and infrastructure health
- Build, lead and develop a high-performing global organization spanning infrastructure engineering, workplace technology and service operations
- Contribute actively to enterprise Technology strategy, transformation, investment decisions and operating-model development as a member of the CIO leadership team
Skills
- Bachelor's degree in Technology, Engineering, Computer Science, Business or a related discipline, or equivalent relevant professional experience
- Significant senior leadership experience within infrastructure, technology operations or enterprise service delivery in a large, complex global organization
- Demonstrated experience leading a broad Infrastructure & Operations portfolio across multiple technology disciplines
- Strong experience with enterprise data centers, hosting, cloud infrastructure and infrastructure modernization
- Deep understanding of enterprise networking and connectivity, including global network environments and modern network architectures
- Significant experience leading or overseeing End-User Computing and digital workplace services within a large enterprise
- Strong knowledge of Microsoft enterprise technologies and experience managing major strategic technology-vendor relationships
- Experience managing large endpoint estates, workplace technologies and geographically dispersed user populations
- Strong understanding of IT service management disciplines, including incident management, major incident management, service request fulfillment and continual service improvement
- Experience implementing and operating mature ITSM processes and service-management platforms
- Demonstrated success improving technology service quality and employee experience through process improvement, automation and self-service
- Extensive experience designing and managing outsourced or managed-service delivery models
- Strong track record managing major infrastructure and managed-service vendors, contracts, service levels and commercial relationships
- Experience developing sourcing strategies and making effective internal-versus-external service delivery decisions
- Strong understanding of operational resilience, disaster recovery, business continuity and infrastructure risk management
- Strong understanding of infrastructure cybersecurity requirements, including endpoint, network, identity and vulnerability considerations
- Experience modernizing complex technology environments and reducing legacy infrastructure and technical debt
- Strong financial and commercial acumen, including infrastructure TCO, investment planning, contract management and cost optimization
- Demonstrated ability to lead geographically dispersed teams and senior technology leaders
- Excellent executive communication, stakeholder management, influencing and decision-making skills
- Ability to balance strategic modernization with the operational demands of running mission-critical technology services
- Ability to operate effectively at both strategic and operational levels within a fast-moving, global organization
- Based in the United States or a major DN location and able to work effectively in a remote leadership role, with periodic travel as required
Benefits
- Full-time employment
- Remote leadership role
- Periodic travel as required
Company Overview
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