Senior Director - Infrastructure & Operations Delivery

Job Description

The Senior Director Infrastructure & Operations Delivery is a strategic leadership role responsible for driving end-to-end customer delivery excellence, operational performance, and large-scale project execution across the organization's infrastructure portfolio. This leader serves as the primary accountability owner for customer satisfaction, delivery commitments, and the successful execution of complex, enterprise-wide infrastructure programs. The ideal candidate is a results-driven executive who combines deep technical acumen with exceptional relationship management and organizational leadership capabilities.

Key Responsibilities

Customer Delivery & Satisfaction

• 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.

Large Project & Program Delivery

• 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.

Operational Leadership & Strategy

• 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.

Cross-Functional Collaboration & Stakeholder Management

• 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.

Key Requirements

• 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 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

Preferred Qualifications

• Master’s degree in a related field
• MBA or a related technical field
• PMP, PgMP, ITIL v4, or relevant cloud certifications - AWS, Azure, Google
• Experience in a managed services, professional services, or consulting environment
• Familiarity with DevOps, SRE practices, and AIOps tooling
• Experience in regulated industries - healthcare, finance, government

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities

Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

What We Offer

As a Florida Blue employee, you will be at the heart of GuideWell’s vision – to lead the nation in transforming health through compassionate, connected, and technology-enabled care that delivers personalized value and empowered living.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

• 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; and
• A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Annualized Salary Range: $168,000 - $273,000

Typical Annualized Hiring Range: $168,000 - $210,000

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.

Key skills/competency

• Infrastructure Management
• Operations Delivery
• Strategic Leadership
• Large-Scale Project Management
• Customer Satisfaction
• ITIL
• Cloud Platforms (AWS, Azure, GCP)
• Stakeholder Management
• Team Leadership
• Budget Management