Director, Infrastructure at Living Goods

Living Goods has deployed all applications into the cloud and are heavily investing in new technologies to improve all areas of its infrastructure. This role ensures the flawless availability of digital resources 24/7 to all staff and Community Health Workers. She/he leads strategy development and implementation of all global infrastructure, from designing infrastructure that enables LG meets its mission and strategies, resource planning, service delivery and support (including from LG Community Health Supervisors to Community Health Workers). Infrastructure includes LG global network, hardware and software management, partnering with varied senior stakeholders and 3rd parties in creating roadmaps for the development of infrastructure systems and hands-on implementation wearing the hat as an infrastructure engineer. Relationship management is key in this role as you would be required to effectively manage numerous stakeholders while ensuring that infrastructure elements LG programs are delivered. The role works collaboratively with Country IT Leads, Director Software Engineering and reports directly to the Chief Technology Officer.

ROLES AND RESPONSIBILITIES

Strategy and planning

• Provide overall strategic leadership on the evaluation, development, deployment, and operation of infrastructure technologies, systems, processes and tools that are aligned with and drive overall LG mission and strategy. Lead the design of systems, tools and processes and their adoption across LG global operations
• Lead planning and develop roadmaps linked to LG’s strategies. Ensure the availability and responsiveness of the LG enterprise-wide infrastructure.
• Responsible for benchmarking, analysing and making recommendations for performance improvements
• Develop innovative solutions that solve complex problems by implementing new concepts, processes, technology or systems.
• Recommend and manage continuous improvement of service delivery, operational practices and support services
• Identify, propose, and execute infrastructure improvement projects to maintain and improve infrastructure performance, capacity, cost, and reliability. Partner with relevant internal / external parties with regards to solution design, cost, implementation and management of proposed solutions
• Act as the subject matter expert on all areas of infrastructure, advise the LG executives and country Senior management teams

Performance, Project management and delivery

• Responsible for overall operation and performance of LG’s Infrastructure. Managing a large Infrastructure function, across platforms, networking, data center infrastructure, remote access services, wireless networks, enterprise messaging and unified collaboration systems, IAM, WAN / LAN, Voice Technologies / Contact Centers, and Cloud.
• Security and risk management. Lead and plan all matters security and risk management, ensuring that IT Infrastructure elements of new and existing business projects are delivered with minimum risk to Living Goods and its customers
• Accountable for the leadership and management of org-wide infrastructure disaster recovery programs, including the establishment and maintenance of routine testing of the disaster recovery plans, incorporating LG contingency planning and business continuity strategies as they relate to all infrastructure services and functions.
• Collaborate closely with Tech Leadership peers, partners and vendors who manage cyber security, service desk, site support, IT Service Management, monitoring, system migration, end user computing systems, and asset management to deliver integrated solutions and services that provide world class operational performance
• Accountable for ensuring global standards, processes, management systems are followed by the LG Infrastructure, partners and extended vendor support teams. The role provides technical leadership in all aspects of infrastructure
• Define day to day support, maintenance, and troubleshooting of infrastructure. Maintain operations day to day operational runbook and tasks
• Act as a Technical Escalation point for all Infrastructure based Incidents, Requests, Problems and Events including escalations from the field ops team to achieve the highest level of customer service
• Develop SLAs and KPI's for infrastructure health and implement ongoing remediation roadmaps. Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department
• Lead Tech steerco for all infrastructure project (ERP, etc)
• Accountable for the timely remediation of all audit findings related to Infrastructure
• Develop and maintain high levels of 24 x 7 IT systems reliability and customer service
• Drive the development and maintenance of detailed cloud adoption and governance strategies

Leadership, Management and Communications

• Provide oversight for LG infrastructure projects, prioritize infrastructure investments to meet the needs of changing technologies and business priorities
• Manage vendor relationships and performance to service level agreement, and contracts. Partner closely with Sourcing and IT Governance on performance and negotiations.
• Design organization delivery models for infrastructure, direct global resources, develop team structure and roles across LG global operations. Accountable for ensuring the LG Infrastructure team culture and values are reinforced
• Manage staff, including selection, training, development, performance evaluation, and coaching. Develops succession plans and oversee career development of staff.
• Manage infrastructure budgets and spend ensuring maximum value to cost ratio
• Develop change management plans and manage all relevant communications across Tech infrastructure and the business to ensure effective awareness, planning, and execution aligned with
  LGs strategies and plans.

SKILLS & COMPETENCIES

• Demonstrated leadership and project/program experience in major infrastructure areas such as compute, storage, network, cloud, voice, wireless, and remote access
• Proven practical experience supporting a personal computing environment including networks, servers and connectivity to different hardware platforms.
• Exposure of Cloud systems, knowledge of Networks (WAN, Voice and Data)
• Customer focused – passionate about delighting customers, building systems, processes, solutions and continuous improvements to maintain a high Net Promotor Score
• Leading and Influencing others - Establishes clear directions, brings people along in an organized and engaging manner, maintains dialogue on work and results. Relishes leading in ambiguity and is energized by tough challenges
• Relationship Management- Leverage interpersonal skills to establish rapport and develop strong relationships at all levels including executive-level that ensure delivery of work
• Results Focused- Drive to achieve or exceed targets and goals within determined timeframe and quality expectations. Thrives within a global, matrixed management organization
•  A change leader, ability to plan, lead global change programs and projects that deliver organizational transformation and always looking for opportunities of improvement
• Leadership skills that permit collaborative solution finding and successful implementation of global projects
• Organizational skills and multi-tasking capabilities in a global environment. Excellent written and spoken communication skills

QUALIFICATIONS & EXPERIENCE

• Bachelors degree in IT, Technology or related field
• Minimum of 10 years’ experience leading and overseeing technology and infrastructure. A minimum of 7 years’ experience in a related managerial role
• 10 years of senior level leadership experience
• 5+ year's global infrastructure management experience
• Previous/Current experience migrating infrastructure to the cloud
• Experience managing infrastructure & operations in a cloud environment (AWS, Azure, GCP)
• Industry recognized technical accreditation such as MCSE, CNE, CCNA or cloud certification
• Project Management Certification (advanced levels) preferred

 COMPENSATION

A competitive salary and benefits package commensurate with experience including health insurance and bonus opportunity.  The opportunity to be your best while making lives better for those in need.

Living Goods is an equal opportunity employer and will consider every qualified applicant for employment. Living Goods does not discriminate based on race, ethnicity, national origin, ancestry, religion, gender, sexual orientation or disability.

Our current job openings are displayed on our website, where you can search for open positions and apply directly.  Living Goods does not offer any positions without an interview and never asks candidates for money.  If you are asked for money, we strongly recommend that you do not respond and do not send money or personal information.