Senior Director, Infrastructure & Technology Services

The Senior Director, Infrastructure & Technology Services owns the technology backbone that every function within the organization depends on: cloud, network, data center, end user computing, and hardware, together with the service management and help desk experience through which employees interact with technology every day.

Reporting directly to the Chief Technology Officer, this role carries end-to-end accountability for infrastructure reliability, security posture, and service quality across the enterprise. It sits at the intersection of “keeping the lights on” and modernizing how the organization runs technology, balancing the discipline of always-on operations with a forward-looking roadmap for cloud maturity, workplace technology, and service excellence.

This is a hands-on operating leadership role. The person in this seat is accountable not just for uptime and tickets closed, but for the day-to-day experience of every employee and customer-facing system that depends on the organization's technology environment, including field locations, distribution centers, corporate offices, and digital platforms alike.

Key Responsibilities

• Infrastructure Strategy & Architecture. Own the strategy, architecture, and roadmap for the organization's cloud, network, and data center infrastructure. Ensure infrastructure decisions scale with the business, support the broader technology stack, and are built for resilience, security, and cost efficiency.
• Cloud & Network Operations. Lead the teams responsible for cloud infrastructure operations, network engineering, and data center management, ensuring high availability across corporate, retail, and distribution environments.
• End User Computing & Hardware. Oversee the full lifecycle of end user computing and hardware, including procurement, deployment, refresh cycles, and support, across corporate offices, field locations, and distribution centers, ensuring employees have reliable, well-managed technology.
• IT Service Management & Help Desk. Own the service management function and help desk/service desk operations, including incident, problem, and change management. Drive a service culture defined by responsiveness, accountability, and continuous improvement in employee and customer experience.
• Reliability, Resilience & Security. Ensure infrastructure and end user environments meet enterprise standards for uptime, disaster recovery, business continuity, and patch/vulnerability management, in close partnership with Security and Risk teams.
• Vendor & Cost Management. Manage infrastructure, hardware, telecom, and cloud vendor relationships and spend, driving transparency and value in technology investment decisions in partnership with Finance.
• Executive Partnership & Governance. Act as a trusted advisor to the CTO and senior technology and business leaders, translating infrastructure performance, risk, and investment needs into clear executive-ready updates and decisions.
• Team Leadership & Capability Building. Build, lead, and develop a high-performing infrastructure and service management organization. Establish clear roles, career paths, and a culture of ownership, craftsmanship, and continuous improvement.

What Success Looks Like

• Infrastructure is stable, secure, and scales ahead of business need rather than reacting to it
• Employees and field location experience fast, reliable technology support with minimal friction
• Service management practices are mature, measurable, and consistently meet SLA commitments
• Infrastructure and hardware spend is transparent, well-managed, and aligned to business priorities
• The infrastructure organization is viewed as a trusted, responsive partner, not a bottleneck

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; advanced degree preferred
• 10+ years of progressive experience in infrastructure, cloud operations, IT service management, or technology operations leadership roles
• Demonstrated ownership of enterprise cloud (Azure preferred), network, data center, and end user computing environments
• Proven experience building and running IT service management and help desk functions, including ITIL-aligned incident, problem, and change management practices
• Experience supporting distributed environments, including retail field locations, distribution centers, and corporate offices, strongly preferred
• Strong track record managing infrastructure and vendor budgets, including cost optimization and contract negotiation
• Exceptional executive presence, communication, and stakeholder management skills
• Experience with Retail technology environments strongly preferred

Leadership Attributes

• Operationally rigorous, with a strong bias for reliability and follow-through
• Service-minded: treats every employee and store as a customer of the infrastructure organization
• Calm under pressure; effective incident commander when things go wrong
• Systems thinker who balances “keep the lights on” discipline with modernization
• Trusted partner to executives and hands-on coach to their team