Director Infrastructure Services


The Director of Infrastructure will be responsible for all internal and client-facing systems, network, and cloud objectives and will strive to ensure that all information assets are secure, available and performing at maximum capacity. The role requires a thorough understanding of the technology underpinning IT systems, as well as a broad, up-to-date knowledge of information security.

  • Lead and manage all Infrastructure Services within the parameters established by the Chief Client Officer.
  • Manage and achieve the department’s forecast, budget and reporting including P&L and performance targets (company, team and individual)
  • Create a client services organizational culture that achieves revenue targets, expense targets, client retention and billable utilization.
  • Instill the credo of “We succeed when our clients succeed”.
  • Ensure escalated issues are addressed in a timely manner and that established service levels are consistently achieved.
  • Be responsible for the uptime SLAs for Hosting in Cloud (specifically AWS; and VMWare based Private Cloud)
  • Identify ways for the operations team to improve the client engagement model, including the 24×7 client support and IT functions, by ensuring that processes, procedures and controls are in place to deliver 100% client satisfaction
  • Conduct frequent meetings with stakeholders at Client locations to ensure NPS goals.
  • Work closely with product management to ensure new service packages and refinement of existing service packages.
  • Serve as OculusIT’s client relationship manager and trusted advisor for all infrastructure-related engagements, and ensure customer expectations are met and exceeded.
  • Ensure service quality through alignment with goals, outcomes and expectations.
  • Validate customer success by ensuring the overall value and health of engagements.
  • Support OculusIT Sales and Marketing.
  • Engage customers and collaborate with enterprise sales managers to develop strong customer and partner relationships.
  • Coach, mentor and develop teams to scale with the growth of the company.
  • Deliver value by leading high-quality delivery of a variety of customized engagements with partners and customers.
  • Lead great people by attracting top talent to build high performing teams with superior technical depth and outstanding customer relationship skills.
  • Foster a corporate culture that promotes the highest ethical practices and encourages individual responsibility and accountability.
  • Deliver a variety of customized engagements with partners and customers.
  • Be a customer advocate and work with delivery teams to convey partner and enterprise customer feedback as input to the services roadmap.
  • Interview, recruit, retain and train employees.
  • Develop and maintain documentation (policies and procedures), SOPs and internal training materials.
  • Design, monitor, and refine work processes and procedures so that issues are resolved efficiently and by the appropriate level of staff.
  • Use industry standard measures to report and review contracts metrics.
  • Use industry standard metrics and measures to assess team performance (service quality, staffing levels, service levels, etc.) and adjust resources and processes accordingly.
  • Proven experience as an infrastructure services manager
  • Excellent knowledge of IT systems, applications and infrastructure
  • Proven expertise in Linux, Windows, Networking, and Cloud (AWS preferred)
  • Solid understanding of data analysis, budgeting and business operations
  • Superior analytical and problem-solving capabilities
  • A strong strategic and business mindset
  • Excellent organizational and leadership skills
  • Outstanding communication and interpersonal abilities
  • Plans and carries out responsibilities with minimal direction
  • 4-year degree
  • Competitive Base + Bonus