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Job Details

An Infrastructure Director with expertise in Core and Edge network technologies is a senior technology leader responsible for overseeing the maintenance of Cencora IT infrastructure.

Under general direction of the Sr. Director, IT Operations SME, the Director of the IT Operations Network and Access SME Teams is responsible for providing leadership and directing Network and Access Services infrastructure 3rd line support.

• Works with internal stakeholders to understand business and service consumer's needs.
• Contributes to the development of an IT strategy of associated Technical Services.
• Accountable for the development and transition to steady run state of IT initiatives and services to support business strategy.
• Collaborates with directors and managers across the organization and key stakeholders for the coordination and alignment of objectives and functions across multiple functional areas.

• Leads Operational teams providing the maintenance and run of technical services offerings. Ensures continuous support.
• Performs continuous service monitoring, reporting and drives efficiency improvements.
• Leads the operational and internal customer analysis

• Collaborates with partner Technical Services teams in discerning technical service offerings plans and their implications for support
• Seeks opportunities to contribute to positive outcomes for stakeholders and customers.
• Approaches issues or disagreements with the objective of reaching win/win solutions.

• Partners with technical service owners and peers in an advisory meetings to create and maintain processes and standards for Network & Access services
• Ensures compliance to policies, standards and procedures. Leads and support individual contributors developing IT Operations standards and processes assisting enterprise policies implementation.
• Develops strategy and coordinates across technical teams to ensure that all IT Infrastructure meet strategic objectives
• Participates as need in IT operational support for the Problem and MIM teams to include communication, adherence to process for all technical platforms

• Manages the improvement processes that impact customer satisfaction and relationships.
• Owns the designated processes and is accountable for ensuring that established processes are followed and continuously reviewed for improvement/relevance.

• Participates in the development of IT budgets.
• Tracks and takes appropriate steps to stay within budget.
• Measures service performance and implements improvements.
• Provides input to financial parameters that drives service costs.

• Directs the development and implementation of technologies/ processes that make it easier for users and IT Staff to perform their tasks in greater efficiency.
• With a perspective of infrastructure management at scale, drives individual contributors' personal development to optimize and automate repetitive processes and procedures while increasing the scope of support.

• Participates and provides input to the SLA development process.
• Ensures internal SLAs are met.

• Provides advice and counsel to the vendor relationship decision-making and contract development processes.
• Reviews service provider performance.
• Identifies and confirms performance problems and notifies contract managers.

• Communicates organization information through department meetings, one-on-one meetings, and other communication vehicles.
• Supports an environment of open and upward communication with all staff to ensure positive employee morale, effective conflict resolution and upward flow of creative ideas for the benefit of the Company and its employees.

• Meets regularly with team to gather work statuses.
• Discusses work progress and obstacles.
• Provides advice, guidance, encouragement and constructive feedback.
• Ensures work, information, ideas, and technology flow freely among the section.
• Establishes measurable individual and team objectives that are aligned with department and organizational goals.
• Documents and presents performance assessments.
• Recognizes and rewards associates commensurate with performance.
• Implements organizational practices for staffing, EEO, diversity, performance management, career development, training, reward and recognition, and retention.
• Provides input to the identification and development of potential future leaders.

• Identifies the roles, skills and knowledge required.
• Ensures staff has the resources and skills needed to support all work initiatives.
• Participates in IT workforce deployment activities.

• Generates appropriate communication, process and educational plans for mitigating the disruption of change.
• Identifies and removes obstacles to change.

• Dynamic leadership ability that can develop and energize multidiscipline high performance work teams to learn and apply new skills and techniques to respond to business needs
• Understanding of technology directions trends and strategic business impact on key client initiatives
• Ability to exercise independent judgment and creative problem-solving techniques in a highly-complex environment using leading-edge technology
• Ability to communicate effectively both orally and in writing; ability to communicate with customers associates and management; solid teamwork and interpersonal skills
• Strong presentation skills; ability to present and discuss strategies and technical information in a manner that establishes rapport persuades others and gains understanding
• Ability to establish solid relationships with vendors in support of initiatives; ability to negotiate and manage outside vendors against deliverables.
• Good business planning analytical and conceptual skills to evaluate business problems and apply knowledge to identify appropriate solutions
• Solid project management skills including the ability to effectively deploy resources and manage multiple projects of various diverse scope in a cross-functional environment
• Experience influencing others that are not direct reports