Senior Director, Infrastructure & Operations

Great Day Improvements - Senior Director, Infrastructure & Operations Job-type: Full-Time, exempt. Location: On-site role based out of Twinsburg, OH; Cincinnati, OH; or Somerset, NJ. Candidates must currently live within a commutable distance of one of these locations or be willing to relocate. Salary Range: $160,000 – $180,000 base compensation. This range represents a good faith estimate of the expected base salary for this position. Final base salary will be determined based on factors including, but not limited to, the candidate’s education, experience, knowledge, skills, abilities, and alignment with market data. Job Summary The Senior Director, Infrastructure & Operations is responsible for leading the teams that support the company’s enterprise technology foundation, including infrastructure, network, cloud, data center, identity and access management, endpoint computing, collaboration platforms, service desk operations, and infrastructure security and risk support. This role supports a national, highly distributed environment across branch locations, manufacturing facilities, corporate offices, and data centers. The Senior Director will ensure critical technology services remain stable, secure, scalable, resilient, and aligned with business needs. The ideal candidate is an experienced infrastructure and operations leader who began their career in a hands‑on technical role and progressed into senior leadership. This individual will partner closely with executives and technical teams, assess current operations, build practical roadmaps, improve service levels, develop talent, strengthen accountability, and drive continuous improvement across the organization. Application development, ERP systems, enterprise integrations, business intelligence, and software engineering are managed by a separate technology organization and are not part of this role. Responsibilities Infrastructure & Operations Leadership Set the strategic direction for enterprise infrastructure and operations, developing roadmaps that support business growth, scalability, security, and evolving business needs while evaluating current platforms, identifying gaps, prioritizing improvements, and establishing consistent operational standards, processes, and expectations. Serve as a trusted advisor to executive leadership on infrastructure decisions, investments, and risks, partnering with enterprise technology leadership to ensure infrastructure, identity, and endpoint platforms are prepared to support AI tools and services across the organization. Participate in enterprise AI governance, evaluating the infrastructure, security, and data implications of new AI tools and technologies entering the environment. IT Operations Lead day-to-day enterprise infrastructure and support operations, creating consistency in incident, change, problem, and outage management while improving service quality, responsiveness, and the overall user experience. Strengthen operational visibility through monitoring, reporting, and performance metrics, and partner with business leaders to understand challenges, remove technology obstacles, and improve service delivery. Network, Cloud & Infrastructure Services Oversee enterprise networking and telecommunications, including WAN, SD-WAN, LAN, wireless, internet connectivity, and related services, while leading hybrid cloud and on-premise infrastructure environments. Lead infrastructure modernization through automation and platform improvements, while managing data center operations, backup platforms, recovery capabilities, infrastructure lifecycle planning, and initiatives designed to reduce operational risk through sound architecture, planning, and execution. Identity, Security & Risk Partner closely with cybersecurity leadership on infrastructure security initiatives, including identity and access management, vulnerability remediation, security incident response and recovery, compliance with internal security standards, and audit requirements. Support the secure deployment and adoption of AI platforms by enforcing identity, access, and data protection standards across AI-enabled applications and services and assessing risks related to data handling, endpoint controls, and acceptable-use enforcement. Operational Metrics & Performance Management Establish and maintain Infrastructure and Service Desk KPIs, operational scorecards, and executive dashboards that provide visibility into infrastructure health, service performance, operational risk, customer satisfaction, and team productivity. Track and report key metrics including infrastructure availability, SLA attainment, MTTR, MTTD, First Contact Resolution, change success rates, incident trends, vulnerability remediation, endpoint compliance, and customer satisfaction. Present operational performance, trends, risks, and improvement plans to executive leadership, using data and measurable outcomes to identify improvement opportunities, strengthen accountability, and drive decisions based on business impact. Team Leadership Lead, coach, develop, recruit, and retain a strong team of infrastructure and operations professionals, establishing clear priorities, expectations, and accountability while building future leaders. Foster a culture of ownership, open communication, follow-through, and accountability across the organization. Business Partnership & Vendor Management Build strong relationships with executives, business leaders, and operational stakeholders, translating technical concepts into clear business terms and partnering effectively across the organization. Manage technology vendors, service providers, and strategic partners while overseeing infrastructure budgets, technology-related operating expenses, contracts, and investments to maximize value and reduce risk. Qualifications Required Qualifications Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred; equivalent relevant experience may also be considered. 12+ years of progressive experience in infrastructure and operations environments, including at least 5 years leading infrastructure, network, cloud, platform, or IT operations teams. Prior experience reporting directly to a CIO, CTO, Executive Vice President, Senior Vice President, or equivalent executive technology leader. Previous hands‑on technical experience as a Systems Administrator, Infrastructure Engineer, Network Engineer, Cloud Engineer, Architect, or similar role. Proven experience personally leading a Microsoft 365 tenant consolidation from planning through completion, including identity, email, data migration, user disruption, issue resolution, and measurable outcomes. Experience supporting organizations with at least 2,500 employees across multiple locations. Experience leading hybrid cloud and on‑premises infrastructure environments, with strong knowledge of enterprise networking, cloud services, identity management, endpoint management, and infrastructure operations. Experience supporting enterprise adoption of AI tools and platforms, including infrastructure readiness, identity and access management, data security, endpoint controls, licensing considerations, and partnership with cybersecurity and governance teams. Experience leading Service Desk and end‑user support organizations. Experience managing technology vendors, service providers, contracts, budgets, and related operating expenses. Experience developing and managing Infrastructure and Service Desk KPIs, operational scorecards, and executive dashboards. Demonstrated experience presenting operational performance, risks, trends, and improvement plans to executive leadership. Experience leading infrastructure and operations teams through growth, organizational change, acquisitions, transformation, or similar periods of significant change. Strong communication skills and executive presence. Preferred Qualifications Master’s degree in Information Technology, Computer Science, Engineering, Business, or a related field. Experience supporting highly distributed operating environments such as manufacturing, distribution, retail, field services, or similar multi-site organizations. Experience supporting organizations with 3,000+ employees and 100+ locations. Experience leading large-scale infrastructure modernization initiatives, including platform consolidation, cloud migration, automation, standardization, or technology lifecycle transformation. Infrastructure architecture or enterprise architecture experience, with the ability to translate business needs into scalable technical solutions and roadmaps. Relevant professional certifications or formal operational-framework experience, such as ITIL, CISSP, CCNP, Azure, AWS, VMware, or PMP. GDI is an Equal Employment Opportunity Employer

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