Director, Business Systems & Infrastructure

About the role

The Director, Business Systems & Infrastructure serves as the primary business point of contact for the company's managed service provider (MSP) for IT operations, ensuring service delivery meets organizational standards and business needs. This role leads the service desk function across U.S. and Canada office locations, oversees all facilities operations and building lease management, and directs the Records Management program.

Responsibilities

• Serve as the primary business point of contact and relationship manager for the IT operations managed service provider (MSP), including contract oversight, SLA monitoring, escalation management, and ongoing vendor performance reviews.
• Manage the day-to-day service desk function across U.S. and Canada offices, providing leadership and direction to service desk staff, ensuring timely and high-quality resolution of end-user incidents and service requests.
• Define, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs) for the MSP and service desk function; identify trends and drive continuous improvement initiatives.
• Act as an escalation path for critical IT incidents, coordinating between the MSP, internal stakeholders, and business leadership to minimize impact and ensure rapid resolution.
• Oversee all facilities operations, including day-to-day maintenance, vendor coordination, space planning, and workplace safety and compliance across office locations.
• Direct building lease management activities, including lease tracking, renewal negotiations in coordination with legal and finance, landlord communications, and compliance with lease terms and obligations.
• Partner with real estate, legal, and finance teams to support office expansions, relocations, or consolidations as business needs evolve.
• Lead and manage the company's Records Management program, ensuring policies, procedures, and systems are in place for the creation, retention, retrieval, and disposition of records in accordance with legal and regulatory requirements.
• Develop and maintain records retention schedules and ensure organizational compliance with applicable laws, regulations, and internal policies.
• Collaborate with legal, compliance, HR, and business units to ensure records management practices support litigation holds, audits, and regulatory inquiries.
• Develop, manage, and monitor department budgets for IT operations, facilities, and records management, ensuring all expenditures remain within annual budget commitments; provide regular budget status reporting to leadership and proactively identify and communicate any variances or risks to plan.
• Lead, mentor, and develop direct reports, fostering a culture of accountability, customer service, and operational excellence.
• Develop and maintain business continuity and disaster recovery plans in coordination with IT operations and facilities.
• Identify opportunities to improve operational efficiency and reduce costs across managed services, facilities, and records management.
• Accurately document processes, policies, standard operating procedures, and vendor agreements for all functions within the director's purview.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, Operations Management, or a related field; Master's degree preferred.
• 8+ years of progressive experience in IT operations, facilities management, or a related operational discipline, including 3+ years in a management or director-level role.
• Demonstrated experience managing IT managed service providers and vendor relationships.
• Experience overseeing facilities operations and/or corporate real estate and lease management.
• Experience managing or contributing to a records management program is strongly preferred.
• ITIL Foundation certification preferred; PMP or facilities management certifications (e.g., CFM, FMP) a plus.
• Strong leadership and people management skills with experience leading geographically distributed teams.
• Excellent vendor management capabilities, including contract negotiation, SLA governance, and performance management.
• Strong business acumen with the ability to translate operational needs into actionable plans and clear communication for senior leadership.
• Detail-oriented, analytical, and dependable with excellent written and verbal communication skills.
• Ability to manage multiple priorities and projects simultaneously in a dynamic, fast-paced environment.
• Working knowledge of IT service management frameworks (ITIL) and service desk best practices.
• Familiarity with corporate facilities operations, including lease administration, space planning, and vendor coordination.
• Knowledge of records management principles, retention schedules, and relevant regulatory requirements (e.g., SOC, ISO, or industry-specific regulations as applicable).
• Experience with IT service management (ITSM) platforms such as ServiceNow, BMC Footprints, or equivalent.
• Strong financial acumen with proven ability to develop and manage departmental budgets, maintain spending within annual budget commitments, and drive cost optimization across managed services, facilities, and records management.
• Ability to build collaborative relationships across departments and with external vendors and landlords.
• Proficiency in Microsoft 365 applications and collaboration tools.

Pay

The salary range for this position is $150,000 to $170,000 and will be commensurate with experience related to the position.