Director of IT Infrastructure and Operations

What is your role?

You lead the evolution of processes and tools for IT infrastructure across corporate HQ and our Franchises. You evolve legacy IT into world class operations performance, scaling, and driving AI innovation with rock solid cybersecurity for 1000’s of users and compliance including HIPAA. You lead teams of technical project managers, system administrators, and customer facing support.  Your leadership drives transformation of processes with AI & automation,  consistent and elevated performance of SLAs and spend efficiency. You will lead your team to define and deliver the infrastructure strategy and capacity of Tech infrastructure and automation  to ensure our internal and external user network of 50K plus people have the needful hardware, software, with appropriate security and cost.  

What are your Responsibilities?

• Oversee the IT infrastructure and application landscape for Honor/Home instead of corporate and Franchise users. Drive evolution of the application landscape to a rationalized, cloudbased managed architecture. 
• Evolve cybersecurity standards & processes across our systems and userbase. Integrate security standards into operational processes to achieve improved SLAs for system availability and security and protect our data, user identity and network
• Define, deliver, and operate infrastructure SaaS, including change management and system administration of 100s of Software applications while evolving our Franchise IT offering from ad hoc SaaS specifications to a managed solution with standardized configurations and feature sets.  Build a strategy for outsourced managed technology solutions for our Home Instead Franchise network
• Explore and prototype innovations of emerging technology (i.e. AI, BPA)  to generate improvements in Service levels, Remote work effectiveness, and process management
• Drive strategy for Support team volume, contact channels and cost per contact while aligning response time to user needs.  Recruit, train, and manage the team to achieve a high positive response rate.
• Achieve HIPAA compliance standards across the relevant infrastructure components
• Manage the technology procurement process to deliver cost effective growth as we scale users and processes.  Drive vendor negotiations and contract management with internal and outsource procurement services.

Required Skills

• Strategic Technology infrastructure Leadership demonstrated through multiple Saas migrations, implementations, and infrastructure transformations.
• Skills in Program Management & Operational Excellence frameworks such as Kaizen-7Wastes, SixSigma, Statistical measurement.prioritization across multiple workstreams: Managing multiple goals, deadlines, timelines, scopes, and resources.
• Customer Obsession with positive attitudes in challenging situations, excelling in change management efforts to ensure smooth implementation of new processes and programs. Provide rollout, training and support to employees to facilitate adoption, ticket resolutions and achieve company business goals.
• Leadership and Stakeholder Engagement:  Collaborate with cross-functional teams, including finance, IT, HR, and other departments, to ensure alignment and support for operational initiatives. Communicate progress and results to senior leadership.
• Vendor management and negotiation skills demonstrated in contract negotiations across vendor size and implementing procurement management processes.
• Demonstrated excellence in defining and  managing IT architecture including cloud infrastructure, user identity, procurement, security, availability.

Preferred:

• Driving or managing HIPAA compliance architecture across health care related infrastructure and operations..
• Leading customer facing tech support operations including scheduling, queue managment, skills based issue routing and escalation management.
• Launching pay for service Saas or managed services to small business networks, specifically franchise networks.
• Process and workflow automation with AI, i.e. algorithms, LLMs or business process automation.