Who We Are
At Harte Hanks, we’re building a modern behavioral marketing company, marrying our data-driven understanding of human behavior with a seamless connection to the consumer. Through digital, direct, sampling, fulfillment, and customer care, we manage a full consumer experience that shortens the distance between behavior and action.
The Ask
The Director of IT Infrastructure & Operations is responsible for leading the service desk, networking, systems engineering and workplace technology teams. You will be responsible for the stability and security of our IT infrastructure operations, leading a project portfolio of initiatives to execute our technology roadmap, educating teams on organizational goals and strategy, and promoting a growth culture.
Who You Are
The Director of IT Infrastructure & Operations is strong leader that loves technology. Their goal is leading high performance teams by example while promoting continuous improvement and service delivery excellence. They have extensive experience defining technology roadmaps, leading successful technology teams leveraging modern processes and cloud solutions. They stay current with industry trends and have a strong desire to promote efficiency and positive outcomes through technology.
What You Will Be Doing
- Lead and manage multiple technology teams to deliver excellence in service value
- Responsible and accountable for corporate IT operations including service desk, networking, systems engineering, DevOps, infrastructure and workplace technology
- Provide coaching and mentorship to team members to ensure high individual and team performance and promote professional development
- Manage third-party vendors and support providers to coordinate work; holding them accountable to ensure service levels and deliverables are defined and met
- Leverage systems monitoring and alerting tools for both cloud-based and on-prem systems to ensure uptime and efficient operation
- Ensure adherence to security of IT infrastructure systems in accordance with company security policies and best practices
- Working closely with the senior IT leadership and executive teams, contribute to the definition and development of the enterprise technology roadmap and IT strategy aligned with organizational goals
- Partner with stakeholders to identify needs, prioritize and manage the project portfolio and develop resource capacity plans to optimize value delivery
- Strive to ensure all services, products and projects are delivered on-budget, on-time, and on-scope and with high degree of quality and customer satisfaction
- Develop, document, and implement clear standards, operational procedures, and processes
- Educate teams and provide thought-leadership on modern technology, practices, and implementation of new cloud technologies and initiatives
- Regularly review existing systems and make recommendations for improvements to elevate the maturity and capability of the technology organization
- Establish service level agreements (SLAs), operational level agreements (OLAs), objectives and key results (OKRs), and key performance indicators (KPIs) to provide data-driven measurement and reporting on the effectiveness and efficiency of IT operations
- Build, embody and reenforce a strong team culture of collaboration, cooperation, communication, respect, professionalism, customer service and adaptability to change
- Implement, manage, adhere to and enforce change control processes to ensure audit compliance (SOX, PCI, HIPAA, etc.) and work with auditors and clients on audit requests
- Occasionally interact with Harte Hanks’ clients on technology initiatives
Requirements
- Passion for technology and continuous learning
- Passion for leadership, coaching and mentoring
- Excellent leadership, organizational, problem-solving and root cause analysis (RCA) skills
- Ability to effectively delegate, organize, and prioritize work for multiple concurrent initiatives in a fast-paced environment
- Bachelor’s degree, preferably in a technology related discipline
- 10+ years of progressive professional IT experience
- 7+ years of system architecture and engineering experience (Windows and/or Linux)
- 5+ years managing teams of technology professionals
- 3+ years of cloud computing experience (Azure and AWS preferred)
- Experience managing an international and globally remote workforce providing 24/7 support
- Experience managing enterprise infrastructure and IT operations in a highly regulated corporate environment and preferably at a publicly traded company
- Deep understanding of datacenter and cloud infrastructure including compute, storage, networking, voice/telephony, resiliency, and disaster recovery
- Deep understanding of IT Service Management, ITIL, DevSecOps, Agile and project management methodologies
- Experience with Jira, Opsgenie, and Azure DevOps highly desired
- Demonstrated experience leading complex projects, programs and initiatives including digital transformation, cloud migration and application modernization
- Understanding of security best practices with endpoint security, identity and access management
- Able to see the big picture and drive down into details as required
- Communicates verbal and non-verbal messages articulately and succinctly
- Actively listens to messages being delivered by others
- Skilled at small and large group facilitation
- Remains calm under pressure and instills confidence across teams
- Manages conflict tactfully by bringing disagreements into the open and facilitating the team to consensus whenever possible
- Knows when to escalate issues
- Skilled at building and delivering presentations to internal and external customers
- Comfortable working with team members from all levels of the organization
- Up to 10% travel may be required as needed by project work
- Ability to produce detailed standards, process, and operational documentation
- Experience with industry regulations and standards (GDPR, HIPAA, PCI, etc)
- Experience with DevOps, Infrastructure as code (IaC), automation, and scripting skills (PowerShell, Bash, ARM Templates, Terraform, DSC, JSON, Ansible)
- Experience with identity management (Active Directory Domain Services, AD Connect, Azure AD, ADFS, MFA)
- Azure, AWS, ITIL certifications are a plus
What We Offer
- Group Health and Wellness (Medical, Dental, and Vision)
- Health Savings Account (HSA)
- Educational Assistance
- Voluntary plans, including critical illness, accident, and hospitalization
- 401k plan with Company Match and Roth contributions | Immediate vesting
- Pet Insurance, free legal services, employee discount programs, and more….
Equal Opportunity Employer / M / F/ H / V
