Director, Infrastructure Operations

As the Director, Infrastructure Operations, you will lead the global IT Infrastructure Operations organization, including: Telecom Billing & Service Provisioning, Network Operations, AS400 Operations, and Systems Operations. In this position, you will be responsible for leading day-to-day operations, including: monitoring for issues, responding to alerts, managing managed service providers, and provisioning new telecom services. In addition, this role manages the capital and operational infrastructure budgets, manages vendor engagements, and negotiates contracts.

• Provides direction and strategy for the Global Infrastructure Operations organization
• Manage Infrastructure Operations and Telecom Billing & Provisioning teams
• Act as an Infrastructure site lead
• Manage Claire’s corporate and retail IT infrastructure worldwide
• Responsible for Telecom and operations budgets
• Work with vendors, reviewing and negotiating contracts
• Build and maintain strong relationships with business leaders and vendor partners
• Manage a team of FTEs, contractors, and managed service partners
• Use metrics to optimize the network and ensure availability and stability
• Create and deliver SLAs, KPIs, issue tracking, and project updates to Sr. leadership
• Oversee change, incident, request, and problem management within the team
• Plan and track telecom projects, ensuring successful delivery on time and in budget
• Optimize processes and proactively seek opportunities for improvement and savings
• Work with engineering teams to suggest new technologies and improve existing infrastructure
• Familiar with SoPs, runbooks, project plans, HLD, LLD
• Develop and deliver progress reports, proposals, requirements documentation, and presentations
• Proactively identify and communicate potential issues and devise contingency plans
• Provide oversight, accountability, mentorship, growth opportunities, with a keen focus on creating high performing teams
• Build high-performing teams through the development of individual team members and by recruiting, hiring, managing, and mentoring engineers
• Enhance escalation procedures and workflows for the timely resolution of all issues within areas of responsibility
• Participate in research of technology solutions in support of new initiatives
• Ensure availability of all critical systems
• Manage day-to-day network and telecommunication vendor relationships and hold vendors accountable to their deliverables
• Resolve vendor issues and escalate as needed
• Ensure comprehensive monitoring is in place and reliable

Qualifications

• Bachelor’s degree in Finance, Business Administration, Computer Science, Information Systems, Engineering preferred or equivalent experience
• 10+ years hands-on experience in IT Infrastructure Services, serving multiple domains, including: network, voice, and systems 
• 5+ years in a leadership role with increasing responsibilities 
• Strong verbal and written communication skills, comfortable with a highly visible role 
• Experience working with and managing Managed Service Providers 
• Experience managing complex multi-million $$$ budgets 
• Exposure with contract creation, negotiation, and delivery 
• Capable of delegating tasks and mentoring technical teams 
• Experience managing parallel projects, creating KPIs, and developing relationships with key stakeholders 
• Strong organizational and management skills 
• Ability to efficiently manage a global team and a variety of projects concurrently 
• Experience designing and implementing large-scale infrastructure technologies a bonus

Claire’s is an equal opportunity employer committed to diversity, equity and inclusion and we encourage applications from members of all underrepresented groups, including those with disabilities. We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. 

Read Full Description