Director of IT Infrastructure and Operations

The role oversees the overall planning, organizing and execution of all IT Infrastructure and Operations functions for the US team. This includes directing all Service Desk, Networking, Port Operations, and IT support functions for the US market. This role will also with work with US IT leadership and Headquarters' (HQ) teams to define an operating and engagement model for US and HQ teams.

•Partner with US business leadership to identify and prioritize projects and enhancements need to achieve US market objectives for the IT Infrastructure and Operations portfolio.

•Partner with HQ teams to improve IT Infra and Operations support offerings for US market including identifying gaps and remediation plans in services, process, and standards.

•Oversee the design, deployment, and maintenance of network infrastructure for the US market working in conjunction with HQ Infrastructure and Operations teams.

•Manage US Service Desk support team to ensure efficient support to all US employees on IT needs

•Establish and maintain relationships with vendors, negotiating contracts and ensuring service level agreements are met for US contracts.

•Responsible for ensuring IT Infrastructure and Operations standards are communicated and followed by service providers.

•Proactively monitor Infrastructure and Operations issues and work with HQ teams to address.

•Develop and implement CMDB/asset management strategies and policies to effectively track, maintain, and optimize the organization's technology assets.

•Establish operating model for US and HQ Enterprise IT for Infrastructure and Operations teams

o Establish handoff process from warranty period to support

o Outline required deliverables, documentation, etc. required post project hand over

o Establish project start up deliverables (e.g., scope, team assignments, etc.) required for US workstream

•Establish processes for procurement, deployment, retirement, and disposal of IT assets in compliance with regulatory requirements and industry best practices.

•Manage infrastructure budgets, ensuring cost-effective utilization of resources and adherence to financial targets

•Work with construction and development team leaders on project planning and provide needed infrastructure resources and plan for US responsibilities.

•Lead and manage a team of IT Infra and Operations support professionals, providing guidance, coaching, and performance evaluations.

•Champion and drive a continuous improvement mindset throughout the US IT Infrastructure and Operations team.

•Exemplify strong leadership for a matrix organizational structure, fostering collaboration, synergy, and effective decision-making across teams.

•Bachelor's or Master's degree in Information Technology, Computer Science, or equivalent experience.

•Minimum of 10 years of experience in IT management, with at least 5 years in a senior leadership role.

•Proven experience in managing IT infrastructure, Networking, Service Desk, Asset Management, etc. teams.

•Experience in leading and managing a diverse and global IT team.

•Experience working in a Global IT structure.

•Excellent communication, leadership, and strategic planning skills.

•Experience managing an IT budget through all phases – definition/estimation, execution, and monitoring.

•Have a strong understanding of ITIL (or similar) framework.

•Demonstrated experience in developing and implementing IT strategies, policies, and procedures.

•Passion and mindset that can drive change within an organization.

•Ability to collaborate across multiple teams, locations, and skillsets.

•Excellent communication skills, both written and verbal, with the ability to present complex information to a variety of audiences including Executive level audiences.

•Strong leadership and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels and areas of the organization.

•Strong business acumen.

•Strong problem solving and analysis skills.

•Experience working in travel industry strongly preferred and experience in cruise industry is ideal.

•Experience with new facility/construction builds is a plus.

•Up to 20% travel including international.

- USA work authorization requires

- Must be USA GreenCard or Passport Holder