Director IT Operations
Overall responsibility and leadership of Emmes’ on premise and cloud-based computing environment and telecommunications infrastructure including management of the network administration, data center, website and cloud support team and helpdesk team. The Director is responsible for managing information technology platforms such as physical and virtual appliances, LAN equipment, servers and storage, network health and seamless connectivity with cloud, hosted datacenter resources and remote sites; and ensuring Disaster Recovery and/or other required backup and recovery processes and procedures. The Director is responsible for capacity planning, security design and implementation and network infrastructure resilience. This will be accomplished by researching new technologies, making recommendations to senior management, forecasting future needs/capacity planning, and participating in the strategic planning/evolution of the Emmes’ internal and external systems, security and business continuity requirements to meet the company’s growth expectations.
- Create IT Operations strategy by partnering with the IT executive team to align IT and business objectives.
Partner with other IT leaders and business executives to set IT priorities and manage overall IT services and operations.
Understand Emmes business model and ensure network and IT operations processes are delivered appropriately to a global user base with the highest levels of service delivery.
Manage data center and infrastructure resources including integration between corporate resources and operational systems housed in various public, private and cloud based data centers, and provide recommendations based on industry best practices for cloud and internal hosted data centers.
Manage vendor performance and ongoing integration across multiple systems and providers.
Provide leadership to PC and desktop support teams to ensure IT productivity, telephony, collaboration, video and other tools can be delivered reliably to Emmes users.
Oversee the monitoring, maintenance, and availability of Emmes’ proprietary clinical trials platform, and provide recommendations for continual improvement of capabilities for deployment, hosting and service levels.
Drive process improvement, increase customer satisfaction, and reduce costs by leveraging internal and external partners.
Establish best practices around activities such as incident management, problem resolution, change management, and production support.
Provide leadership and supervise managers responsible for IT infrastructure and the workflow of end-user help desk requests.
Monitor and report to business leaders and executives on IT operational metrics with the goal of continuous improvement.
Ensure high priority incidents are addressed within stated Service Level Agreements.
Create opportunities for team collaboration and ensure proper communication is driven throughout the department and the rest of the Emmes organization.
Serve as an escalation point for IT operations and infrastructure staff, and in conjunction with the CIO provide final authority on IT infrastructure related go/no decisions when required.
Manage IT Operations budget and forecast; track invoices, assets, capital and expenses.
Coordinate negotiation, selection, management, scope of work and SLA of IT Operations vendors and service providers.
Prepare business cases with ROI justification for IT Operations investments.
Ensure proper IT Operations policies and controls are implemented, documented and audited.
Coordinate and manage IT audits; including working with external auditors to review and formulate responses to audit findings
Work closely with the Chief Information Security Officer (CISO) to coordinate and manage IT security execution, and implement security controls to meet federal government or commercial regulation and contract deliverables.
Work closely with the Program Management Office to ensure successful execution of IT Operations.
Perform other duties as assigned.
EXPERIENCE, COMPETENCIES AND EDUCATION
- Bachelor’s in Computer Science, Cybersecurity, Information Systems, or other related field or the equivalent in education and experience, required.
Minimum 10 to 15 years of IT and business work experience with a broad range of exposure to various technical environments and business in a global environment.
Minimum 3 to 5 years of experience with managing a team of IT professionals located in multiple locations.
CISSP or CISM certification is desired.
Expert knowledge of best practices for IT infrastructure and operations and help desk processes.
Extensive experience as it relates to IT strategy, planning, purchasing, maintenance, and monitoring.
Monitors and evaluates staff to ensure compliance with all IT Operations objectives, policies and protocols.
Effectively communicates the risks and impacts of poor IT Operations practices.
A proven track record in the development and management of a highly successful and service oriented IT Operations department.
Proven ability to identify problems, evaluates alternatives, and implements effective solutions.
Superior communication skills, both verbal and written with demonstrated skills in presenting information to executive level management audiences.
Excellent interpersonal skills, especially the ability to advocate, negotiate, listen, influence and collaborate with a variety of individuals and groups.
Ability to influence decision makers and solve complex problems through collaboration, education and working partnerships.
Work independently with minimal supervision.
Outstanding problem-solving, attention to detail, organizational and reasoning skills.
Ability to analyze current and past trends in operations and security.
EMMES has an outstanding benefits package including: generous tuition reimbursement, professional development and training programs.