Senior Help Desk Analyst providing application support for Alberta Education and Advanced Education online systems. Troubleshooting public users’ issues, managing tickets, testing fixes, and coordinating resolutions.
About the role
- VP leading and unifying JD Power's global infrastructure within a fast-growing private equity-backed company. Oversee modernization and drive operational excellence for technology capabilities.
Responsibilities
- Unify TechOps Organizations: Consolidate the infrastructure teams across acquired entities into a single global function with consistent processes, tooling, titles, and culture.
- Drive Cultural Transformation: Instill a culture of urgency, ownership, and a bias toward action across all infrastructure teams globally, embracing AI-powered agentic workflows to accelerate velocity.
- Design Organizational Structure: Implement a structure that streamlines operations and optimizes for velocity, eliminating redundancies and establishing clear ownership, accountability, and escalation paths across approximately 150 employees.
- Build Talent Pipeline: Drive workforce planning, skills development, and talent acquisition to ensure the organization has the capabilities required for a modern, cloud-forward infrastructure environment.
- Own Core Infrastructure: Operate and optimize on-premises and cloud data centers, networking, server and container virtualization, operating systems, databases, and L3 customer system support.
- Drive Cloud Modernization: Lead cloud migration and modernization initiatives, optimizing the balance between on-premises and cloud infrastructure for cost, performance, and reliability.
- Establish Operational Excellence: Define and enforce SLAs, incident management, disaster recovery, and business continuity standards across the entire infrastructure estate.
- Implement Observability & Automation: Deploy robust monitoring, observability, and automation to improve system reliability and reduce mean time to resolution.
- Manage End-User Technology: Oversee employee hardware lifecycle management, productivity software deployment, and L2 internal user support across a global workforce.
- Champion AI Adoption: Drive enterprise-wide adoption of AI-powered tools and agentic workflows across the infrastructure organization, creating a culture of velocity through intelligent automation.
- Optimize Enterprise Platforms: Manage and optimize the enterprise systems portfolio including NetSuite (Finance), Coupa (Procurement), Workday (HR), and Salesforce (Sales), ensuring alignment with business processes and organizational needs.
- Collaborate with Business Leaders: Partner with Finance, Procurement, HR, and Sales leadership to translate operational requirements into system capabilities and drive adoption.
- Manage Vendor Relationships: Oversee vendor relationships, contract negotiations, and total cost of ownership for enterprise platforms.
- Establish a rigorous quarterly planning process with strong commitment to frequent, predictable releases across all infrastructure services.
- Deliver Transparency: Provide real-time visibility to the executive team and organization on work in progress, scheduled release dates, and capacity mapped to strategic initiatives.
- Develop and maintain dashboards that give real-time visibility into infrastructure health, project delivery, and resource utilization.
- Deliver top-line growth enablement and bottom-line efficiency through infrastructure optimization, cost management, and strategic investment recommendations.
Requirements
- 15+ years of progressive experience in infrastructure technology leadership.
- 5+ years in a VP or senior director role overseeing large, globally distributed infrastructure teams.
- Proven success transforming infrastructure organizations in multi-entity or post-acquisition environments.
- Deep expertise in data center operations, cloud platforms (AWS, Azure, GCP), networking, virtualization, container orchestration, and database management.
- Strong experience managing enterprise systems such as NetSuite, Workday, Salesforce, or Coupa in a complex, multi-business-unit environment.
- Demonstrated success implementing operational excellence frameworks, including ITIL, SRE practices, and DevOps methodologies.
- Hands-on experience with or strong conviction about AI-assisted tools and automation practices within infrastructure and operations teams.
- Exceptional leadership and team-building skills, with the ability to inspire urgency, set high standards, and develop talent at all levels.
- Strong executive communication and presentation skills, with the ability to influence C-suite decision-making and provide strategic counsel.
- Experience operating in private equity-backed or high-growth environments with a focus on both growth and operational efficiency.
- Experience in data-intensive or analytics-driven businesses, particularly in automotive, financial services, or information services sectors (preferred).
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field; advanced degree preferred.
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