Director of Information Technology (IT)Operations and Infrastructure Services

Information Technology Carmel, Indiana


Director of IT Operations and Infrastructure Services
 The role is based in Carmel, Indiana and reports to the CIO – VP of Global IT.

The Director of Information Technology (IT) Operations and Infrastructure Services is responsible for the oversight and operational leadership of all global IT Infrastructure across the BraunAbility enterprise.  This includes IT Service Domains of: Data Center/Cloud, Network, Security, Service Desk, Workforce Productivity, Voice, Collaboration, Video Conferencing. This role will direct individuals, teams and global IT service providers, to deliver IT services, projects, continuous improvement initiatives, and strategic objectives that are related to IT service domains.

 This role is also responsible for effective supplier management, maintaining healthy relationships, and ensuring strong performance levels among the managed service providers under contract with BraunAbility.  Developing and maintaining strong relationships with business leaders across BraunAbility is key, as it is critical for BraunAbility IT to partner with the business units to understand and deliver on business requirements and solutions. This individual will supervise BraunAbility’s CyberSecurity Architect to collaborate on, and tactically deliver, cybersecurity solutions to safeguard the entire enterprise.

 The Director of IT Operations and Infrastructure Services will provide the vision and leadership necessary to plan and execute strategic infrastructure programs and tactical projects.

 This position requires a visionary leader with sound knowledge of standard, ITIL based,  IT service management practices and business management practices.

 They will proactively work with business units to plan prioritize and implement IT projects that meet prioritized business objectives and risks, from an IT infrastructure perspective.

 Must be knowledgeable about the business environment and ensure that IT infrastructure is deployed and supported in a fully functional, integrated and secure mode.

 The ideal candidate is a thought leader, a consensus builder, and an integrator of people and processes. While the Director of IT Operations and Infrastructure Services is the leader of the IT Infrastructure, he or she must also be able to coordinate disparate drivers, constraints and personalities, while maintaining objectivity and a strong understanding that IT Infrastructure is just one of the business's activities.

 At BraunAbility, the Director of IT Operations and Infrastructure Services:

  • Supports organizational and IT leadership in overseeing and managing the global IT infrastructure to achieve the organization’s goals and objectives.
  • Develops and maintains standard IT reference architectures, hardware and software to be used across the global enterprise.
  • Manages IT service providers to deliver IT infrastructure.
  • Delivers a stable and secure global IT infrastructure across multiple BraunAbility business units. 

Primary Responsibilities and Activities

  • Oversees and directs the daily IT operations across the service domains of: Data Center/Cloud, Network, Security, Service Desk, Workforce Productivity, Voice, Collaboration, and Video Conferencing.
  • Manages goals and performance levels of staff and service providers that partner with BraunAbility for Operations and Infrastructure related IT services.
  • Collaborates with IT leaders across BraunAbility to develop and implement infrastructure technology strategies for both enterprise-wide and business unit-specific programs.
  • IT Architecture - Develops and approves standard IT reference architectures, along with supporting functional and technical documentation.
  • Service Level Management - Creates and manages review processes, partnering with business colleagues to establish appropriate service level objectives, and deliver infrastructure projects and continuous improvement initiatives across all infrastructure-related solutions and services. 
  • Maintains a continuous improvement approach with staff and managed service providers to optimize system performance and proactively avoid issues.
  • Solves complex business delivery problems.
  • Program & Project Management - Ensures conformance and compliance of projects with established architecture guidelines
  • Prepares program and project requests; determines priorities and plans for assigned areas of IT operations and infrastructure.
  • Establishes effective resourcing models, leveraging internal and external resources to efficiently and effectively deliver projects, changes, and operational support.
  • Ensures that IT infrastructure projects/activities are delivered on time, within budget, and with quality.
  • Infrastructure Strategy - Maintains an understanding of industry and technology trends and how they may impact business operations. Assesses the impact of industry trends to current and future enterprise infrastructure needs and projects.
  • Strategy & Alignment – Participates in IT strategy and planning activities, bringing current knowledge and future vision of infrastructure technology, systems, and best practices as related to business requirements.
  • Provides thought leadership in IT strategy, operations, cost-optimization, innovation, and efficiency improvements.
  • Technology Supplier Management - Influences internal and external partners to support BraunAbility’s technology vision and operating needs.
  • Technology Supplier Management - Manages the technical accuracy and solution issues from third-party partners who provide SaaS, PaaS, or IaaS systems that exist in our cloud infrastructure ecosystem.
  • Partners with legal team and is proficient at contract negotiation.
  • Partners on significant office moves and other facility changes balancing workforce productivity and costs.
  • Talent Management – Able to attract, develop, lead and retain diverse, high caliber IT talent
  • Creates an inclusive environment.
  • Manages, mentors, and develops team members. Fosters a customer-service and business-focused culture and team.
  • Financial Management - Manages department level cost center in line with budget. Accountable for P&L and Capital project spend for the areas of accountability.
  • Risk Management – Effective and efficient assessment, planning, and mitigation of infrastructure-related risks, including:
    • Disaster Recovery – Ensures appropriate Disaster Recovery, Back-Up and Business Continuity capabilities are in place.
  • Cyber Security – Partners with the CyberSecurity Architect to strategically and tactically deliver a cybersecure IT Infrastructure.
  • Change Control - Oversees that the appropriate changes are deployed into the BraunAbility system environments.
  • Innovation - Researches new technology and develops business cases to support company and enterprise-wide initiatives.
  • Service Management - Proactively identifies processes that would benefit from system automation to increase operating efficiencies then deliver a design for the solution.
  • Service Management - Adheres to and enhances IT Infrastructure Library (ITIL) framework policies and procedures (including incident, problem, and change management) to ensure standardized methods and procedures are used for efficient and prompt management of services.
  • Continuous Improvement - Works with colleagues and staff to improve infrastructure costs, data center efficiency, performance, workforce productivity, and end-user satisfaction.
  • Communication - Able to present solutions and findings to senior leadership.
  • Self-Managed - Operates independently but in alignment with company and enterprise vision and objectives.
  • Mergers & Acquisitions – Responsible for developing and implementing non-disruptive integration plans.
  • All other duties as assigned.

Required Education

  • Bachelor’s Degree in Information Systems, Computer Science, or related field; or equivalent combination of education and experience

Required Experience

  • 10+ years of hands-on management of IT operations and infrastructure responsibility with broad exposure to system integrations, migrations, upgrades, and maintenance.
  • Employment history must demonstrate increasing levels of responsibility.
  • Experience with CyberSecurity Operations and best practices.
  • Experience in managing a team and multiple concurrent projects.
  • Experience with ServiceNow (ITSM and ITOM), and IT best practices (ITIL)
  • Prior experience with infrastructure and operational support in a large enterprise environment
  • 5+ years of experience operating at senior-level IT positions, managing people, service providers, and budgets. In-depth understanding of infrastructure technologies and architectures, including secure, cloud-based methods and solutions
  • Proven and demonstrated experience partnering with the business to align technical solutions with business needs

Preferred Experience

  • IT Infrastructure Library (ITIL) certification.
  • Experience and knowledge on Cloud/IaaS solutions, VMWare, Microsoft, Active Directory, Cisco, and Cybersecurity tools.
  • 5+ years of project management experience.
  • 5+ years of experience in Risk Management areas of Disaster recovery, IT General Controls, and document retention programs.
  • Familiarity with IT Enterprise Architecture operations and principles

Knowledge and Skills

  • Experience driving solutions that follow widely adopted architectures, standards, and roadmaps related to distributed hardware, operating systems, and cloud computing.
  • Detailed understanding of infrastructure design practices, infrastructure operations, and standards, and security standards and frameworks.
  • Strong hands-on experience and technical background.
  • Strong knowledge of data and telephony networks.
  • Exceptional leadership skills, with the ability to develop and communicate
  • Exceptional leadership skills, with the ability to develop and communicate objectives, inspire and motivate staff, and maintain alignment with business strategy.
  • A high degree of political sensitivity, astuteness and the ability to use influence to overcome obstacles and achieve success.
  • Excellent verbal and written communication skills, including the ability to explain infrastructure goals and objectives to the business and to technical leadership.
  • Strong business acumen
  • A high level of empathy and the ability to vary styles of interaction to match the needs of a variety of business and technical audiences, as well as temperaments and personalities.
  • Influencing and negotiation experience and skills in an environment with high competition for resources.
  • Excellent analytical, conceptual strategic planning and execution skills. Familiarity with financial analysis and associated reporting tools.
  • Familiarity with the use of service management tools to monitor infrastructure activities and analyze IT operational performance.
  • Understanding of current and emerging technologies and how organizations may apply them to drive digital business.

At BraunAbility, we have been providing independence for individuals with disabilities since 1972. Ralph Braun started this venture nearly four decades ago with a few dedicated and loyal employees. We have grown to be the world's leading mobility manufacturer with nearly 1700 employees globally. We have maintained an employee first mentality with an informal and family oriented atmosphere. You will enjoy all of the resources of a large, worldwide company while relishing a small company atmosphere with an open door policy and very easy access to management and ownership. In addition to competitive pay, benefits and opportunities for advancement, a career with BraunAbility also means knowing that you're making a difference.

Benefits include:

  • Medical, Vision and Dental Coverage
  • Life and Disability Insurance
  • 401(k)
  • Performance bonus program
  • Paid Holidays
  • Paid Vacation
  • Wellness Program
  • Access to a Health Coach

BraunAbility is committed to building an equitable, diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or veteran status.