Job Summary
The Director Enterprise Infrastructure is a senior technology leader accountable for the strategy, delivery, and continual improvement of enterprise infrastructure services and the global Service Desk. This role owns the infrastructure product portfolio (e.g., network, compute, storage, identity, endpoint, collaboration, and core platforms) and ITSM tooling (e.g., Service Management platform, knowledge, CMDB/asset, automation). The director’s mandate is to improve service delivery to peer IT teams (Architecture, Security, Applications, Data, and Business Technology) and to ensure the Service Desk is modern, omnichannel, and consistently exceeding customer expectations—for both internal associates and external customers/partners.
Job Description
MAJOR RESPONSIBILITIES
- Define the multi‑year infrastructure services and platform strategy, aligning to enterprise objectives, budgets, risk posture, and architecture standards; translate strategy into a quarterly roadmap with measurable outcomes and published scorecards.
- Build and lead high‑performing teams across Service Desk, Infrastructure Product Management/Engineering, and ITSM Tooling & Process; develop leader bench strength and succession plans.
- Establish a culture of operational excellence, data‑driven decision‑making, SRE/ITIL practices, and customer empathy; champion diversity, inclusion, and talent development.
- Own the product lifecycle (vision, roadmaps, backlogs, SLOs/SLAs, cost models) for core infrastructure products (network, compute, storage, identity, endpoint, collaboration, platform services). - - Drive standardization, reliability, security, and cost efficiency.
- Lead a modern, omnichannel Service Desk (portal, chat/virtual agent, voice, walk‑up) with shift‑left and knowledge‑centered service (KCS) to maximize first‑contact resolution and self‑service adoption.
- Define and manage XLAs (experience‑level agreements) alongside SLAs to capture customer sentiment, journey friction, and outcome quality; publish transparent dashboards.
- Integrate Service Desk with observability/AIOps and problem management to shrink MTTR, reduce repeat incidents, and prevent recurrences
- Ensure an accurate, auditable CMDB/asset with service mapping that supports impact analysis, DR/runbooks, and control/compliance needs
- Own budgets, forecasts, and run‑rate transparency for infrastructure services; optimize total cost of ownership through consumption management, capacity planning, and contract negotiations.
- Establish outcome‑based vendor scorecards aligned to SLOs/XLAs and continuous improvement targets.
- Global Scope: Cross‑time‑zone collaboration; occasional after‑hours releases for infrastructure changes; periodic travel to major sites, data centers, and vendor engagements.
Minimum Job Requirements
Education
- Bachelor’s in Computer Science, Information Systems, Engineering, or equivalent experience.
Work Experience
- 5+ years in infrastructure operations or related role
- 3+ years managing multi-disciplinary teams
Knowledge / Skills / Abilities
- Expertise in ITSM practices, operational excellence, and modern platform engineering (Infrastructure as code, configuration/policy‑as‑code, pipelines).
- Strong command of service metrics and financial management (TCO, forecasting, show back/chargeback).
- Customer‑obsessed service mindset with proven use of Experience Level Agreement (XLA) alongside SLAs; ability to translate customer journey pain points into platform and process changes.
- ITSM product ownership: service catalog design, request workflows, automation/orchestration, knowledge management, incident/major incident governance, problem/change excellence, and asset/CMDB health metrics.
- Data‑driven ops: build and publish operational scorecards (availability, change success rate, patch/compliance, cost per ticket, contact rate, backlog health) and OKR alignment for peer IT teams.
- AI for ITSM literacy and self‑service design to reduce live contact while elevating experience.
- Change leadership: org design, talent development, building a manager‑of‑managers bench, and fostering a culture of blameless post‑incident learning.
- Communication & executive presence: crisp incident/executive communications, storytelling with metrics, and stakeholder management across Architecture, Security, Applications, Data, and Business Technology.
- Vendor management, contract negotiation, and license optimization experience.
- Excellent leadership, communication, and stakeholder management across executive, technical, and frontline audiences.
- Metric-driven mindset and data / analytical tools such as databases and report development.
- Experience directing both onshore and offshore teams.
- Basic understanding of financial and revenue models.
- Strong prioritizing, interpersonal, problem-solving, project management (from conception to completion), & planning skills.
- Strong verbal and written communication skills.
- Ability to work in a fast-paced and deadline-oriented environment.
- Self-motivated with critical attention to detail, deadlines, and reporting.
Preferred Job Requirements
Education
- Advanced degree in Computer Science or related field
Certification / Licensure
- Azure Fundamentals, ITIL v4
Knowledge / Skills / Abilities
- Experience managing million-dollar+ annual budget and forecasting activities over several years
- Experience operating in hybrid cloud environments and driving self‑service platform adoption at scale.
- Demonstrated success running internal platforms as products (roadmaps, backlog, service catalog, and stakeholder outcomes.
- Track record modernizing the Service Desk (omnichannel—phone, chat, portal, virtual agents), shift‑left, knowledge management; measurable gains in common service desk KPIs: first call resolution, customer satisfaction, etc.
Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
The Anticipated Salary Range For This Position:
$175,760.00 - $263,640.00 Annual
The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.
Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.
We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here.
Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
