Senior Director, Infrastructure & Operations

The Senior Director, Infrastructure & Operations is accountable for the company’s global technology infrastructure, workplace technology and operational technology services, ensuring employees and business operations have reliable, secure and high-performing technology services wherever they operate.

Reporting directly to the CIO, this leader owns the strategy and lifecycle of the company’s core infrastructure capabilities, including data centers and hosting, cloud infrastructure services, networks and connectivity, end-user computing and associated operational services. The role develops multi-year modernization roadmaps that improve resilience, simplify the technology estate, reduce technical debt and optimize cost.

A key part of the organization is End-User Computing, led by a Director responsible for the employee computing environment, including laptops and other endpoint technologies, workplace technology services, and key strategic relationships such as Microsoft. The Senior Director ensures these services provide an effective, modern and consistent digital employee experience across the global organization.

The role is also accountable for Technology operations and service delivery, including teams responsible for service requests, incidents, major incident management and the effective operation of core IT service management processes. This includes establishing service standards, improving responsiveness and user experience, and using automation, analytics and emerging technologies to increase operational efficiency.

The Senior Director will define the company’s approach to managed services and strategic infrastructure partners, determining where capabilities should be delivered internally versus through external providers and holding suppliers accountable for service quality, performance, cost and continuous improvement.

Success requires close partnership with Cybersecurity, ERP & Platforms, Enterprise Applications, AI & Data and Enterprise Architecture. As a member of the CIO’s senior leadership team, the Senior Director will contribute to enterprise technology strategy, investment priorities, operational resilience, transformation and organizational performance.

• Define and execute the global Infrastructure & Operations strategy and multi-year technology roadmap for Diebold Nixdorf.

• Own the strategy, lifecycle and performance of the company’s global data center, hosting and infrastructure environment.

• Develop and execute data center modernization, consolidation, colocation, cloud and outsourcing strategies where appropriate.

• Own global network and connectivity services, including enterprise networks, internet connectivity, remote access and related infrastructure.

• Ensure infrastructure services deliver appropriate levels of availability, capacity, resilience, performance and recoverability.

• Lead the company’s End-User Computing capability through the Director, End-User Computing.

• Ensure employees have secure, reliable and effective endpoint technology, including laptops and associated workplace technologies.

• Provide executive oversight of strategic workplace technology relationships, including the company’s relationship with Microsoft.

• Drive improvement of the employee technology experience across devices, collaboration technologies and workplace services.

• Own operational service delivery, including service request fulfillment, incident management and major incident management.

• Establish clear operational service levels, performance measures and accountability for service quality.

• Ensure major incidents are managed effectively, with appropriate executive communication, root-cause analysis and preventative actions.

• Drive continual improvement of IT service management processes and operational practices.

• Increase the use of automation, self-service, AI and analytics to improve service quality, speed and operational productivity.

• Define and manage the company’s strategy for managed technology services, balancing internal capability with external service provision.

• Lead strategic relationships with infrastructure, network, workplace and managed-service providers.

• Establish effective commercial, operational and performance governance for managed-service partners.

• Hold suppliers accountable for service levels, outcomes, cost, innovation and continuous improvement.

• Partner with Cybersecurity to ensure infrastructure, endpoints and operational services comply with enterprise security standards and controls.

• Partner with Enterprise Architecture to establish infrastructure standards, technology roadmaps and target-state architectures.

• Partner with ERP & Platforms, Enterprise Applications and AI & Data to provide the infrastructure and operational capabilities required by enterprise solutions.

• Lead infrastructure resilience, disaster recovery and technology continuity capabilities in partnership with relevant business and technology teams.

• Drive infrastructure simplification, standardization, rationalization and reduction of technical debt.

• Maintain effective asset lifecycle management and ensure aging or unsupported infrastructure is systematically addressed.

• Own financial planning and cost management across infrastructure, workplace and operational services.

• Optimize infrastructure and service costs through sourcing, technology modernization, vendor management and demand management.

• Establish performance measures covering availability, reliability, employee experience, incident performance, service levels, cost and infrastructure health.

• Build, lead and develop a high-performing global organization spanning infrastructure engineering, workplace technology and service operations.

• Contribute actively to enterprise Technology strategy, transformation, investment decisions and operating-model development as a member of the CIO leadership team.

• Bachelor’s degree in Technology, Engineering, Computer Science, Business or a related discipline, or equivalent relevant professional experience.

• Significant senior leadership experience within infrastructure, technology operations or enterprise service delivery in a large, complex global organization.

• Demonstrated experience leading a broad Infrastructure & Operations portfolio across multiple technology disciplines.

• Strong experience with enterprise data centers, hosting, cloud infrastructure and infrastructure modernization.

• Deep understanding of enterprise networking and connectivity, including global network environments and modern network architectures.

• Significant experience leading or overseeing End-User Computing and digital workplace services within a large enterprise.

• Strong knowledge of Microsoft enterprise technologies and experience managing major strategic technology-vendor relationships.

• Experience managing large endpoint estates, workplace technologies and geographically dispersed user populations.

• Strong understanding of IT service management disciplines, including incident management, major incident management, service request fulfillment and continual service improvement.

• Experience implementing and operating mature ITSM processes and service-management platforms.

• Demonstrated success improving technology service quality and employee experience through process improvement, automation and self-service.

• Extensive experience designing and managing outsourced or managed-service delivery models.

• Strong track record managing major infrastructure and managed-service vendors, contracts, service levels and commercial relationships.

• Experience developing sourcing strategies and making effective internal-versus-external service delivery decisions.

• Strong understanding of operational resilience, disaster recovery, business continuity and infrastructure risk management.

• Strong understanding of infrastructure cybersecurity requirements, including endpoint, network, identity and vulnerability considerations.

• Experience modernizing complex technology environments and reducing legacy infrastructure and technical debt.

• Strong financial and commercial acumen, including infrastructure TCO, investment planning, contract management and cost optimization.

• Demonstrated ability to lead geographically dispersed teams and senior technology leaders.

• Excellent executive communication, stakeholder management, influencing and decision-making skills.

• Ability to balance strategic modernization with the operational demands of running mission-critical technology services.

• Ability to operate effectively at both strategic and operational levels within a fast-moving, global organization.

• Based in the United States or a major DN location and able to work effectively in a remote leadership role, with periodic travel as required.