Senior Director – Infrastructure & Operations Delivery

GuideWell Source

Senior Director overseeing end-to-end customer delivery excellence and large-scale project execution in infrastructure. Leading a team and driving operational strategies and improvements.

Posted 4/23/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $168,000 - $273,000 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformPMP

About the role

Key responsibilities & impact

Own the end-to-end customer delivery experience, ensuring all infrastructure and operations services are delivered on time, within scope, and to the highest quality standards.
Serve as the executive escalation point for customer issues, driving rapid resolution and proactive communication.
Establish and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and strategic partner.
Define, monitor, and report on customer satisfaction metrics (CSAT, NPS, SLAs/OLAs), continuously implementing improvements to elevate the customer experience.
Champion a customer-first culture across all delivery teams.
Lead the governance and oversight of large, complex infrastructure and operations projects from initiation through closure.
Develop and implement program management frameworks, delivery methodologies, and best practices (ITIL, PMI, Agile/SAFe) to ensure consistent, repeatable delivery.
Manage project portfolios with budgets ranging from $5M–$50M+, ensuring financial accountability and ROI realization.
Partner with PMO, Architecture, Engineering, and Business stakeholders to align project scope, resources, timelines, and risk mitigation strategies.
Drive successful outcomes for data center migrations, cloud transformations, network modernization, and other major infrastructure initiatives by partnering with area leaders
Define and execute the strategic roadmap for Infrastructure & Operations delivery capabilities, aligned to broader organizational objectives.
Lead, mentor, and develop a high-performing team of delivery managers, program managers, and operations professionals.
Establish operational KPIs and scorecards; hold teams accountable to performance targets.
Drive continuous improvement initiatives leveraging automation, process optimization, and emerging technologies.
Oversee vendor and partner relationships, ensuring contractual compliance and performance alignment.
Partner with Product, Engineering, Sales, Finance, and Business Unit leaders to align delivery capabilities with organizational priorities.
Present delivery performance, program status, and strategic recommendations to C-suite and Board-level stakeholders.
Collaborate with Sales and Pre-Sales teams during customer engagement cycles to ensure delivery commitments are realistic and achievable.
Drive organizational change management efforts associated with large transformation initiatives.

Requirements

What you’ll need

10+ years’ related work experience in Infrastructure & Operations, IT delivery, or technology services
5+ years’ direct supervisory/management experience
Related Bachelor’s degree or additional related equivalent work experience in Information Technology, Computer Science, Engineering, Business Administration, or a related field
Demonstrated track record of delivering large-scale infrastructure programs ($10M+) on time and within budget
Deep expertise in infrastructure domains including data center operations, cloud platforms (AWS, Azure, GCP), networking, and end-user computing
Proven ability to manage executive customer relationships and drive measurable improvements in customer satisfaction.
Experience with ITIL, PMP, or equivalent delivery/service management frameworks
Exceptional communication, executive presentation, and stakeholder management skills

Benefits

Comp & perks

Medical, dental, vision, life and global travel health insurance;
Income protection benefits: life insurance, short- and long-term disability programs;
Leave programs to support personal circumstances;
Retirement Savings Plan including employer match;
Paid time off, volunteer time off, 10 holidays and 2 well-being days;
Additional voluntary benefits available;
A comprehensive wellness program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

program managementdelivery methodologiesITILPMPAgileSAFeinfrastructure managementcloud platformsdata center operationsnetworking

Soft Skills

customer relationship managementcommunicationexecutive presentationstakeholder managementleadershipmentoringstrategic partnershipcontinuous improvementproblem-solvingorganizational change management

Certifications

Bachelor's degree in Information TechnologyBachelor's degree in Computer ScienceBachelor's degree in EngineeringBachelor's degree in Business AdministrationITIL certificationPMP certification