Director - Infrastructure Services

Department: Information Technology
Reports To: Vice President, IT Managed Services
Location: Reno, Nevada

Position Purpose

The Director of IT Delivery Services is responsible for leading the delivery, operational excellence, and continuous improvement of enterprise IT services across Client’s location. This role ensures the reliable execution of technology services that support clinical, business, and operational functions throughout the health system. The ideal candidate is a strategic leader with strong operational experience managing large-scale IT service environments, fostering cross-functional collaboration, and driving measurable improvements in service quality, customer satisfaction, and organizational performance.

Key Responsibilities

Service Delivery Leadership

• Direct the day-to-day delivery of enterprise IT services across infrastructure, network, telecommunications, collaboration, datacenter, and related managed service functions.
• Ensure services are delivered consistently, securely, and in alignment with organizational priorities and regulatory requirements.
• Develop and maintain service delivery strategies that support client's mission and technology roadmap.
• Establish operational governance to drive accountability, transparency, and service excellence.

Operational Excellence

• Lead continuous improvement initiatives focused on reliability, efficiency, automation, and service quality.
• Drive operational maturity through adoption of ITIL and service management best practices.

Customer Experience & Stakeholder Engagement

• Serve as a senior liaison between IT operations and business, clinical, and executive stakeholders.
• Develop strong partnerships to understand service needs and align delivery capabilities with organizational expectations.

Required Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Healthcare Information Systems, or related field.
• Master's degree preferred.

Experience

• Minimum 10 years of progressive IT leadership experience.
• Minimum 5 years leading enterprise-scale service delivery, infrastructure, operational support, or managed services organizations.
• Experience managing multiple managers and technical teams.
• Experience developing service delivery metrics, operational governance, and executive reporting.
• Experience managing vendors, outsourcing partners, and service contracts.
• Experience supporting highly available, 24x7 critical environments.

Preferred Experience

• Healthcare industry experience preferred.
• Experience supporting large integrated health systems.
• Experience leading digital transformation, operational modernization, or service management initiatives.

Knowledge, Skills & Abilities

• Strong understanding of IT service management (ITSM) frameworks and ITIL practices.
• Knowledge of enterprise infrastructure, network operations, telecommunications, cloud services, datacenter operations, and end-user technologies.
• Exceptional leadership, communication, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Experience creating executive-level presentations, scorecards, and service reviews.
• Ability to manage multiple complex initiatives simultaneously.
• Strong financial and business acumen.
• Demonstrated success leading organizational change and transformation initiatives.

Certifications (Preferred)

• ITIL Managing Professional or ITIL 4 Certification
• PMP (Project Management Professional)
• Certified Information Systems Security Professional (CISSP)
• Lean Six Sigma Certification
• Microsoft, Cisco, or cloud platform certifications