Business Process Outsourcing and Consulting Company by hrs10621


                      POSITION SPECIFICATION

           Business Process Outsourcing and Consulting Company
                     Director of Infrastructure Services

The Company
     Our client is a leading provider of business process outsourcing solutions and specialized
     high-value consulting services supporting clients throughout the U.S. The company
     leverages deep horizontal process knowledge into information intensive industries such
     as Commercial, Financial, Government, Healthcare, and Legal services. 3,500
     employees strong, serving clients throughout the United States through a network of
     locations in the U.S., Mexico, India and the Philippines.

The Position

     Reporting Relationships
     This position has responsibility for coordinating and directing shared IT services for the
     largest division of the company, and will report directly to the CIO. The role involved the
     management of a centralized infrastructure team that provides direct management of the
     corporate data center and end user services in the corporate headquarters, as well as
     managing the team that performs second level systems administration, network
     management, security systems, centralized procurement, and help desk services to field
     operations. The role also has responsibility for leading the team that does administration
     and periodic customization of centrally hosted business application systems. The role will
     directly manage some operations that have distributed IT managers that report directly into
     the Director’s organization and will influence manage other field IT managers. The role is
     both strategic and operation in nature, and will require the ability to identify and push
     steady execution on proactive projects along with day-to-day reactive IT operational duties
     without much direct involvement from senior management. Strategic activities the role
     will be asked to deliver include (a) leading selection/rollout coordination activities around
     “enterprise” standard hardware and software (b) coalescing the needs of various internal
     constituents to drive ROI analysis and vendor evaluation activities (c) be a contributor to
     evaluation of risk management needs and subsequent countermeasures.

     Specific Responsibilities
     • Second level oversight of the day-to-day planning, engineering, implementation,
        capacity     management,      maintenance,     and     operations     of     centralized
        infrastructure/network components; performing same tasks for large field operations
        infrastructure projects.
     • Oversee network/systems coordination activities with remote I/T personnel to ensure
        corporate standards are followed and enterprise infrastructure projects are executed in
        a timely manner.
                                                       Director of Infrastructure Services
                                                                                   Page 2

•   Owns responsibility for setting enterprise standards in the areas of active directory
    configurations, tape backup solutions, systems management technologies, network
    connectivity solutions and similar infrastructural elements.
•   Monitors performance on meeting uptime and responsiveness SLA’s on key server
    systems and provides monthly SLA measurements against performance benchmarks.
•   Manages clustered, VMWare, replication based disaster recovery environment and
    ensures back up/recovery processes and procedures are documented, communicated,
    and monitored.
•   Ensures that the appropriate process and procedures are continually being followed
    and evidenced to meet GBLA, HIPAA, FDIC, and SAS70 audit requirements.
•   Manages effective relationships with various business partners (i.e., vendors),
    outsource3rs, and consultants to benefit the Company’s mission.
•   Communicate regularly to the CIO and Chief Accounting Officer on overall project
    status, resource utilization, and production operations performance.
•   Lead a regular IT steering committee meeting to discuss business application
    priorities, status, and requirements.
•   Design and oversee implementation of network improvements, including option
    analysis, project plan creation, and disaster recovery planning for a 50+ location VPN
    networked environment.
•   Work tightly with field operations leadership, both for client driven projects or
    enterprise component rollouts, to establish solution path, prioritize projects, and
    oversee the execution of projects according to an established plan.
•   Work closely with internal risk management team and external security auditing
    partners to ensure proper security controls are in place, corporate wide policies and
    procedures are properly updated, as well as progress the environment with best
    practices information security countermeasure implementation.
•   Provide oversight and workload management oversight to a centralized team of senior
    network, systems, and network engineers to ensure proper team utilization and project
•   Oversee optimal system performance, sizing, and application turning as well as
    uptime of centrally hosted application systems.
•   Oversee staff and resource allocation and prioritization to provide direct service desk
    support to local and remote employees (internal customers), and drives continuous
    improvement of service desk environment.
•   Coaches, mentors, writes reviews, and develops performance plans for direct reports
    to drive a high performance, high motivation department.
•   Manages outsourced financial system maintenance firm, provides oversight of system
    configuration changes.
•   Assists in the establishment of project scope, technical strategy, cost, business value
    justifications and cost/benefit analyses for new IT infrastructure or business
    application initiatives.
•   Assists with establishment and implementation of department goals and tracks
    execution to successful completion.
•   Uses strong influence and management/relationship skills to educate business
    operation leaders on business drivers of project, matrix managing distributed IT field
                                                            Director of Infrastructure Services
                                                                                        Page 3

         personnel that may not have a direct line reporting relationship.
     •   Makes hiring and employment decisions related to direct reports, approve staff
         reporting to direct reports, and influence the staffing of field technology groups.

The Candidate
     This position requires a Bachelors degree in Information Management, Information
     Technology, Computer Science, or engineering with an emphasis in information
     technology .

     Professional Qualifications
     • A minimum of 8 years of experience (combined across management and technical
        experience) is required.
     • A minimum of 3 years experience in a defined direct technology management
        (Manager, Senior Manager or Director) in a mid-sized company ($100M of annualized
        revenue or higher) is required.
     • Broad understanding of most IT disciplines including IT operations, packaged
        application maintenance, and technical project management is required.
     • Proven project management skills with demonstrated ability to deliver large, complex,
        fast track, technical projects in a team environment.
     • Experience       in contracting, risk management, negotiations, organization
        development/change management, technology trend monitoring, strategic systems
        planning, influence management, and an action orientation are required for successful
        performance. Strong conceptual, analytical, judgment and communication abilities are
     • In-depth expertise in enterprise technology standards, including systems design,
        engineering and support processes, including requirements analysis, feasibility studies,
        and installations, required.
     • Working knowledge of business applications (ERP, CRM, various databases etc.) and
        the respective vendor management components sufficient for managing and guiding
        deployment and maintenance required.
     • The individual should demonstrate initiative, exercise good judgment, exhibit strong
        profit orientation and strategic agenda setting capabilities, and have the ability to
        achieve results through others.
     • Solid technical knowledge of operating systems (Windows), networking, storage and
        backup systems, systems management software, security technology and
        telecommunication systems.
     • Demonstrated ability to consistently achieve goals and deliver results and effectively
        motivate teams.
     • Excellent organizational, interpersonal, communication, negotiating and influencing
     • Proactive, hands-on approach.
                                                             Director of Infrastructure Services
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To learn more about this opportunity or provide a confidential referral, please contact:

Pearson Partners International, Inc.
8080 N. Central Expressway, Suite 1200
Dallas, Texas 75206
214-292-4140 – Fax

Reference Code: 234-02_DirInfrastructureServices_BusinessProcessOutsourcing_PPI

           Click here to visit the Pearson Partners International web site

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