The Senior Director, Infrastructure Network Solutions will be responsible for
ensuring the stability of our critical backbone, multi-cloud connectivity across
AWS, Azure, and GCP, and our extensive network footprint spanning many sites.
The successful candidate will spearhead all network transformation and
engineering projects—including enhancements to our campus LAN, wireless, and
SD-WAN infrastructure—while driving increased adoption of Zero Trust Network
Access (ZTNA). Additionally, this leader will drive initiatives in firewall and
network security and will be responsible for setting a strategic roadmap to
enhance customer experience, improve satisfaction, and reduce operating costs.
The Senior Director will be a key part of the Technology Operations leadership
team within Quest Diagnostics, with the goal of improving and transforming the
organization’s Infrastructure Network Solutions Team and processes. This
position will collaborate and partner with internal stakeholders (e.g. IT
Technology leadership, functional leaders, regional leaders, and subject matter
experts) and external stakeholders (e.g., strategic suppliers and customers) to
achieve mutual goals that support business objectives.
This will be a remote-based position.
RESPONSIBILITIES
Innovation and Excellence
Serve as a relationship manager to key vendors to ensure compliance with
vendor contracts, performance expectations (including operational,
performance, and financial metrics).
Assist in the formulation and implementation of procedures and standards
relating to outsourced and internal services.
Collaborates with Legal and IT Procurement organizations in reviewing Master
Service Agreements (MSA), including the ability to review higher complexity
services and contract language, related to business terms, to ensure
protection of the Company and appropriate Service level agreements (SLA and
SLOs).
Collaborate with other Vendor Management/Outsource Management teams to share
best practices and consistent performance delivery.
Develop strategic Infrastructure Service Management roadmaps which will drive
Infrastructure vision into actionable steps for the infrastructure leadership
team.
Provide full lifecycle technical project leadership from requirements
gathering through implementation and administration.
Communicate progress and collaborate with a wide variety of internal teams
including product and business development, legal, support teams,
architecture and deployment.
Collaborate with business leaders during the selection and onboarding process
of enterprise solutions and service providers ensuring a smooth transition to
appropriate supporting services and operational procedures.
Participate in M&A activities by partnering with Technology and business
leaders to ensure proper support and integration of additional entities and
services.
Responsible for the monitoring and communication of external and internal
service interruptions, planned outages, and applicable system updates.
Develop or manage existing support metrics and report mechanisms to
effectively measure team and application performance.
The delivery of innovative Technology Infrastructure and Operations
end-to-end process designs and delivery with a focus on automation to reduce
human errors.
Develop infrastructure management and operational strategies to optimize use
of resources including creating growth forecasts, modeling investments in new
capacity based on various growth scenarios and the type of capacity needed,
and defining enterprise network and security service strategies and
technology roadmaps.
Collaborate with business leaders across the organization to strengthen
communications, address key issues, and identify opportunities for continuous
improvement in products and services.
Lead cross-functional initiatives supporting infrastructure modernization and
digital transformation.
Strategic Leadership
Present service performance, operational risks, cybersecurity posture,
resiliency metrics, and transformation progress to executive leadership.
Manage operational and capital budgets while maximizing technology
investments and service value.
Build strong partnerships with business leaders, technology stakeholders, and
strategic service providers.
Mentor and develop high-performing technical and operational teams.
Vendor Management & Service Governance
Lead strategic relationships with global managed service providers,
telecommunications carriers, cloud providers, and technology partners.
Negotiate and manage contracts, service-level agreements (SLAs), key
performance indicators (KPIs), and operational governance frameworks.
Conduct executive business reviews and operational performance assessments.
Manage service escalations and ensure vendor accountability for service
quality, security, availability, and compliance.
Drive continuous improvement initiatives that improve service delivery and
reduce operational costs.
Establish vendor scorecards, reporting metrics, and governance processes to
measure operational effectiveness.
Provide executive oversight of outsourced network and infrastructure
operations.
Ensure successful integration of service providers into enterprise
operational processes.
Network Transformation & Managed Services
Develop target operating models, governance structures, service ownership
models, and support frameworks.
Oversee knowledge transfer activities, operational readiness assessments, and
service acceptance criteria.
Drive modernization initiatives including SD-WAN, cloud networking, wireless
infrastructure, network automation, and digital transformation.
Develop strategic roadmaps supporting business growth, technology
modernization, and operational efficiency.
Security Leadership & Zero Trust Strategy
Develop and execute enterprise Zero Trust security strategies.
Lead implementation of identity-centric security models, Zero Trust Network
Access (ZTNA), and least privilege access controls.
Establish network segmentation and micro-segmentation strategies to reduce
organizational risk.
Partner with cybersecurity leadership on firewall governance, security policy
lifecycle management, access controls, risk management, compliance
initiatives, and security architecture governance.
Drive adoption of Secure Access Service Edge (SASE), cloud security controls,
and modern remote-access architectures.
Support cyber resilience and incident response programs through
infrastructure security governance.
Ensure security requirements are integrated into all managed service provider
contracts and operating models.
AI Operations & Intelligent Monitoring
Lead implementation of AI-driven monitoring, observability, and analytics
platforms.
Utilize machine learning and predictive analytics to identify service
degradation before business impact occurs.
Implement AIOps capabilities for intelligent event correlation, anomaly
detection, and root cause analysis.
Develop automated remediation capabilities and self-healing operational
processes.
Create executive dashboards providing real-time operational visibility and
predictive insights.
Evaluate emerging AI technologies that improve reliability, security posture,
service quality, and operational efficiency.
Leverage automation and advanced analytics to support proactive
infrastructure management.
Process Optimization & Automation
Improve operational efficiency through intelligent automation and process
simplification.
Reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
Develop measurable service improvement plans focused on reliability, customer
satisfaction, and cost optimization.
Identify and eliminate operational inefficiencies through data-driven
decision making.
High Availability & Critical Infrastructure Leadership
Ensure the design, operation, and governance of highly available network and
security services supporting mission-critical business operations.
Establish availability, resiliency, and performance standards across all
managed infrastructure services.
Develop and maintain infrastructure resiliency strategies for WAN, cloud,
internet, remote access, wireless, and data center environments.
Oversee redundancy, failover, capacity planning, and performance optimization
initiatives.
Lead major incident management and service restoration efforts for
business-critical systems.
Ensure service providers consistently meet availability and performance
commitments.
Drive investment strategies that improve infrastructure reliability and
reduce operational risk.
QUALIFICATIONS
A bachelor’s degree in a technology, scientific, or business-related field of
study is strongly preferred.
At least 15 years of professional experience in IT with multiple technical
disciplines such as System Management, Virtualization, Security, Networking,
Network Management Operations, and Cloud. Healthcare industry experience is
highly preferential.
A strong understanding of Infrastructure Services, Processes, and
Technologies.
The ability to see ahead clearly; anticipate future consequences and trends
accurately; broad knowledge and perspective; future orientation; can
articulately paint credible pictures and visions of possibilities and
likelihood; can create competitive and breakthrough strategies and plans.
Must possess strategic agility, and the ability to manage multiple projects
in a fast-paced environment. Participate in the development of the strategic
information technology plan, processes and solutions, recommending strategies
and processes that support the direction of the company.
The demonstrated ability to develop effective and ongoing relationships with
Peer levels of the internal customer organizations.
Must possess a demonstrable track record of success delivering and supporting
IT projects and organizations in a rapidly changing business climate and a
proven ability to analyze budgets and proposals to identify value
opportunities and negotiate best outcomes.
Excellent written and verbal communication skills. Ability to write proposals
and whitepapers, act as a vendor liaison, deliver presentations to customers
or client audiences or professional peers, and work closely with management
across Technology and the organization as necessary.
Requires sound technological judgment and an enthusiasm for innovation
tempered with a pragmatic assessment of the possible.
Adaptability to changes in the work environment, competing demands, delays,
or the unexpected and the agility to change the approach or method to best
fit the situations.
Must be able to travel up to 25%.
Quest Diagnostics honors our service members and encourages veterans to apply.
While we appreciate and value our staffing partners, we do not accept
unsolicited resumes from agencies. Quest will not be responsible for paying
agency fees for any individual as to whom an agency has sent an unsolicited
resume.
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender
Identity/Religion/National Origin/Disability/Vets or any other legally protected
status.