Associate Director, Infrastructure & Operations Solution Delivery Partner

Platform Lifecycle Management

• Coordinate end-to-end delivery activities for assigned platforms and services in partnership with Platform and Service Leads, from strategy, ideation, and demand intake through roadmap planning, delivery, release, operations, continuous improvement, and eventual retirement.
• Support adoption of Lean-Agile, SDLC, and delivery management practices across Infrastructure & Operations teams.
• Establish disciplined capacity vs demand and dependency management practices that balance speed to value, operational risk, cybersecurity, resilience, and the discipline required in a regulated environment.
• Ensure IT Service Introduction, Release Management, and Change-and-Adoption discipline for new and materially changed platform and service capabilities, ensuring operational readiness before go-live, including SLAs/OLAs, support models, CMDB and asset data, runbooks, monitoring, capacity, continuity, security, training, documentation, and backout plans.
• Coordinate with Platform and Service Leads to ensure alignment of roadmap dependencies and delivery timelines so shared capabilities, dependencies, sequencing, and operating-model implications are resolved before they become delivery or service risks.
• Coordinate cross-functional teams and stakeholders to support successful delivery outcomes, including Delivery Managers, Platform Leads, Product Managers, Service Leads, Service Managers, engineers, architects, and supplier teams.
• Prepare and communicate delivery status, risks, dependencies, and recommendations to senior leadership and governance forums on a regular cadence.
• Partner with Information Security, Testing and Validation, Quality, and Compliance to ensure infrastructure and workplace capabilities meet applicable GxP, validation, privacy, security, records management, and audit requirements.

Horizontal Delivery Across I&O Platforms and Services

• Serve as a primary point of contact for IT Business Partners, Business-Aligned Solution Delivery Partners, the Finance Team, IT Strategic Planning, PMO, and Testing and Validation.
• Coordinate delivery across Hybrid Cloud Services, Digital Workplace, and Enterprise Service Management platforms and services, including cloud and on-premises infrastructure, platform engineering, hosting, compute, storage, backup, recovery, network connectivity, infrastructure automation, endpoint platforms, collaboration and productivity services, identity-enabled workplace experiences, device lifecycle, mobility, employee technology support, ITSM service catalog, request fulfillment, workflow automation, CMDB, asset and configuration practices, knowledge management, and service reporting.
• Ensure cross-platform initiatives are planned and executed as integrated services rather than isolated tower deliverables, with explicit dependencies, shared milestones, acceptance criteria, operational ownership, and measurable outcomes.
• Coordinate delivery across globally distributed teams and a mix of employees, contractors, strategic vendors, and managed service providers, maintaining clear accountability for outcomes and handoffs.

Demand Management & Portfolio Planning

• Establish, improve, and run the demand management process for I&O, ensuring enterprise and platform needs are captured, qualified, prioritized, sequenced, and mapped to delivery capacity and enabling capabilities.
• Ensure demand visibility and clear prioritization as well as appropriate capacity planning for absorbed and paid services.
• Participate in platform finance and budgeting, forecasting, tracking, and variance analysis.
• Facilitate quarterly roadmap planning across Hybrid Cloud Services, Digital Workplace, and Enterprise Service Management, aligning strategic outcomes, lifecycle obligations, service health priorities, technical debt, funded initiatives, and capacity constraints.
• Partner with Platform Leads, Service Leads, PMO, Enterprise Architecture, and Finance to translate roadmaps into practical project and delivery plans, with clear scope, outcomes, dependencies, estimates, milestones, funding, resources, and accountable owners.
• Drive work estimation, project scoping, capacity and resource planning, and prioritization providing leadership with credible commitments and explicit trade-off analysis when demand exceeds available capacity.

Qualifications

• 7-10 years of progressive IT experience, with 3-5 years leading infrastructure, operations, service management, or technology delivery initiatives.
• Broad experience delivering and operating enterprise infrastructure and end-user technology services across cloud and data center platforms, networks, workplace technologies, ITSM/ESM, automation, observability, resilience, and managed services.
• Track record working in a highly regulated environment with a disciplined ITIL-based service design and service delivery approach.
• Strong track record delivering initiatives using Lean-Agile, SDLC, Scrum, Kanban, or SAFe practices across globally distributed platform, product, and service teams; SAFe experience is strongly preferred.
• Demonstrated experience participating in or facilitating quarterly planning, platform roadmap development, portfolio prioritization, dependency management, and delivery planning at enterprise scale.
• Hands-on experience with IT Service Design, Service Introduction and operational readiness for infrastructure, workplace, and enterprise service management capabilities.
• Demonstrated success in demand management, work estimation, project scoping, capacity planning, prioritization, and senior stakeholder management.
• Project and program budget planning and management experience.
• Excellent communication and influencing skills with the ability to translate technical delivery matters for business and executive audiences.
• Experience leading cross-functional initiatives and managing stakeholder relationships at all organizational levels.
• Strong analytical and systematic problem-solving abilities.
• Experience in regulated or GxP environments preferred.
• Customer-focused, accountable, innovative, collaborative, ethical, and resilient.
• Provides guidance, coaching, and training to colleagues within a discipline.
• Matrix leadership: ability to lead through influence across Delivery Managers, Platform Leads, Product Managers, Service Leads, Service Managers, engineers, architects, and supplier teams without direct reporting authority.
• Experience working with globally distributed business and IT teams, especially in Japan, EU, and India.
• Up to 15-20% travel is required, based upon business needs.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field (required).
• Master's degree in Computer Science, Information Systems, Engineering, Business Administration (MBA with a technology focus), or a related discipline (preferred).
• Preferred certifications: ITIL 4, PMP, Certified ScrumMaster (CSM), SAFe Agilist, SAFe Release Train Engineer (RTE), PO/PM, Lean Portfolio Management, SAFe Practice Consultant (SPC), cloud and infrastructure certifications such as AWS Solutions Architect, Microsoft Azure Solutions Architect, Google Professional Cloud Architect, Cisco, VMware, or equivalent; ServiceNow, IT asset/configuration management, enterprise architecture, or product management certifications; vendor-specific certifications relevant to cloud, workplace, service management, automation, observability, network, or infrastructure platforms.