Director, IT Infrastructure and Operations

About the role

The Director of IT Infrastructure & Operations will lead and scale our global technology operations through a hybrid delivery model. This role reports to the CTO, who sets technology strategy and direction; the leader is responsible for its execution across infrastructure, cloud, security operations, and end-user services spanning the US, UK, and UAE, ensuring strong operational performance, reliability, and delivery outcome. This is a build-and-lead role.

Responsibilities

• Lead a global hybrid IT organization across onshore, offshore, and MSP partner teams, fostering a culture of accountability, high performance, collaboration, and continuous improvement aligned with business objectives.
• Serve as a strategic technology partner to executive leadership and business stakeholders, building strong cross-functional relationships, understanding organizational needs, and delivering technology solutions that drive measurable business value.
• Align technology strategy with organizational goals to support revenue growth, operational efficiency, risk mitigation, scalability, and workforce productivity.
• Own the IT project and program portfolio, including strategic planning, prioritization, resource allocation, budgeting, and governance to ensure successful execution and business alignment.
• Lead complex enterprise initiatives, including cloud transformation programs, cybersecurity enhancements, digital modernization efforts, and M&A technology integrations.
• Apply structured program and project management methodologies, including Agile, ITIL, and hybrid frameworks, to drive execution, manage risk, and ensure transparency through executive reporting.
• Manage strategic vendor relationships and technology partnerships, including contract negotiations, SOWs, SLAs, renewals, and performance management, while ensuring service providers deliver against business commitments.
• Champion a customer-first IT culture focused on exceptional user experiences, proactive support, service excellence, and continuous improvement.
• Drive operational excellence by establishing KPIs, dashboards, and executive reporting that provide visibility into technology performance, service quality, costs, business impact, and strategic outcomes.
• Own onshore and offshore IT service delivery by establishing operational governance, RACI ownership models, service-management processes, and continuous service improvement programs.
• Oversee daily IT operations across infrastructure, data centers, cloud environments, enterprise networks, SaaS platforms, and 24×7 service desk functions to ensure reliability, performance, scalability, and availability.
• Manage and optimize enterprise technology services, including Microsoft 365, Entra ID, Defender, Purview, Exchange Online, Intune, business applications, end-user computing, ticket management, and security administration.
• Direct Azure cloud operations across compute, storage, networking, database, and identity platforms while ensuring secure, resilient, and cost-effective service delivery.
• Manage enterprise network infrastructure, including firewalls, VPNs, SD-WAN, and wireless technologies to provide secure and reliable connectivity across global locations.
• Establish and maintain process-driven IT operations, including SLA management, incident management, change management, problem management, and service governance to ensure consistency, accountability, and transparency.
• Lead cybersecurity and compliance operations, including vulnerability management, patching, endpoint protection, logging, monitoring, and security event response.
• Advance SOC 2 readiness and compliance by coordinating audit preparation, control implementation, risk assessments, evidence management, and security awareness initiatives, while supporting GDPR and HIPAA obligations.
• Develop, enforce, and continuously improve IT and information security policies, standards, and procedures aligned with regulatory requirements and industry best practices.
• Ensure operational resilience, regulatory compliance, and business continuity through strong governance, risk management, continuous monitoring, and effective coordination with internal teams and managed service providers.

Qualifications & Competencies

• Bachelor's degree and 12 years of related experience or a Master's degree and 8 years of related experience, and at least 5 years in management capacity.
• Proven experience managing onshore and offshore teams.
• Demonstrated success leading MSP and hybrid-team build-outs.
• Deep hands-on expertise across Microsoft 365 / E5, Azure, enterprise networking, and endpoint management.
• Track record delivering complex IT projects and M&A integrations on time and on budget.
• Experience supporting security compliance frameworks (SOC 2, GDPR, HIPAA).
• A minimum of one of the certifications below, with multiple preferred:
• Microsoft 365 Certified: Enterprise Administrator Expert
• Microsoft Azure Administrator / Azure Solutions Architect Expert
• ITIL Foundation or higher
• PMP or equivalent project-management certification
• CISM or CISSP

Additional Information

At VERTEX, we invest in top talent with a highly competitive total compensation package that rewards performance and supports long-term success. Total compensation includes a base salary and a discretionary variable bonus program, depending on your level. Our comprehensive benefits package offers multiple healthcare and dental plan options, as well as company-paid Life Insurance, Short-Term Disability, and Long-Term Disability coverage—ensuring peace of mind for you and your family. We offer a 401(k) plan with immediate matching and full vesting, empowering employees to build financial security from day one. Additional benefits include Flexible Spending Accounts, a robust Employee Assistance Program, and a suite of exclusive perks that enhance everyday life. At The Vertex Companies, our salary ranges are intentionally designed to support meaningful career growth over time. These ranges allow employees to develop, expand their impact, and increase their earnings as they progress within their job level. A new hire’s starting compensation is determined by their experience, geographical location, scope of the role at the time of hire, and Company affordability. Our ranges are structured to reward growth and performance, ensuring there is room for advancement and long-term opportunity.

The Salary Ranges For This Role Are As Follows

• $159,000 - $432,000 USD annually (Geographical Tier AA - Sample Locations: NY Metro, San Franscisco, San Jose, Seattle)
• $146,000 - $398,000 USD annually (Geographical Tier A - Sample Locations: Irvine CA, Middlesex NJ, Tacoma WA, Boston, Alexandria)
• $134,000 - $365,000 USD annually (Geographical Tier B - Sample Locations - Baltimore, Chicago, Anchorage, Portland)
• $122,000 - $332,000 USD annually (Geographical Tier C - Sample Locations - Atlanta, Charlotte, Cincinnati, Miami)
• $116,000 - $316,000 USD annually (Geographical Tier D - Sample Locations - Mississippi, Mobile AL, Bowling Green KY, Tulsa)

Time away matters—so we provide a generous paid time off program, including vacation, sick time, and paid holidays (with prorated options for eligible part-time employees).