Director, Infrastructure and Operations
1 month ago
Job Summary
Porter is embarking on a significant technology transformation journey to reshape its IT landscape over the next two to three years. Infrastructure and Operations is a key pillar in this transformation. We are seeking a Director, Infrastructure and Operations to lead this critical initiative. The Director will lead service delivery at Porter, with a focus on cloud platforms, infrastructure operations and support, and service management, ensuring that the technology landscape of Porter systems remains robust and reliable. The scope of responsibility will span cloud infrastructure, network and systems operational maintenance through the application of best in class service management and service delivery processes. The Director, Infrastructure and Operations, reporting directly to the Vice President, Infrastructure, Architecture and Operations, will be at the helm of ensuring the seamless delivery of IT services essential for our Porter's technology operations. This pivotal role demands a strategic leader with a comprehensive understanding of infrastructure management, coupled with a strong emphasis on service quality, reliability, and efficiency. They will be responsible for crafting and executing strategies that optimize our infrastructure and operations to meet the evolving needs of the business while maintaining the highest standards of service excellence. This role goes beyond the traditional role of just the delivery of infrastructure and operations services; it will be critical to achieving the strategic vision laid out for the IT Transformation program. The Director is expected to transform service management at Porter, leading initiatives that transform IT processes and enhance customer experiences through innovative technology solutions, prioritizing performance, optimization, and reliability. A key part of this role involves engaging employees, focusing their efforts on the jobs of the future, and fostering an environment where emerging technologies are embraced as opportunities for growth and innovation, rather than feared as challenges to the status quo. The expectation for this leadership role transcends conventional oversight, demanding a proactive stance in nurturing the IT team's culture towards adaptability and growth. This encompasses exemplifying leadership through embracing change, cultivating a space where innovation is at the forefront, and championing a culture of ongoing learning and professional development throughout the team. Success in this role will be measured using Key Performance Indicators such as systems uptime, incident resolution rates and speed, systems resilience, innovation implementation, team engagement and development, operational efficiency improvements, cybersecurity compliance, quality of vendor management and strategic partnerships, and client satisfaction. Duties & Responsibilities Lead the development and implementation of the target operating model within Infrastructure and Operations to support the strategic direction of the technology organization, while developing governance, risk management, quality assurance and client services controls for the sustainment of this operating model during and beyond the transformation. Develop and execute a comprehensive IT infrastructure strategy that supports Porter’s business goals, incorporating the latest technologies and industry best practices. Provide expert change leadership to continuously improve Porter’s service delivery capability through strategic innovations and optimisations, advocating for change to increase efficiency, resilience and performance and by leading the evaluation and development of recommended changes to programs, policies, procedures, and program communication required to achieve an effective and efficient transformation. Lead the development and execution of capability and capacity gap assessments to ensure that Infrastructure and Operations has external service providers and internal staff to effectively and efficiently deliver on its obligations and commitments. Lead the assessment, development and creation of the roadmap to transform the current and projected Infrastructure system capabilities and capacity, in order to ensure that Porter will meet its significant growth targets and its future business and project commitments. Managing comprehensive plan and approach to enable Porter to maximize its use of cloud computing technologies and services effectively and overseeing the set of policies, processes, and controls that govern the usage, management, and security of cloud resources. Lead the IT operations team to ensure the highest levels of system availability, performance, and security. Implement best practices in IT service management (ITSM) to achieve operational efficiency and excellence. Deliver the essential services and continuous evolution of the existing technology ecosystem in alignment with the Porter mandate to provide superior airline service and reliability to its passengers Remain current with latest trends in the industry and using this knowledge to propose models for continuous improvement at Porter. Manage relationships with key technology vendors and partners, negotiating contracts and overseeing service level agreements (SLAs) to ensure they meet Porter’s needs. Establish benchmarks, goals and objectives that reflect the Infrastructure and Operations strategic direction and appropriate metrics (KPIs) and monitoring systems. Develop, plan and test a comprehensive Disaster Recovery strategy utilizing both internal Data Centers and Cloud based solutions to ensure recoverability of all key strategic systems. Foster robust collaboration with cross-functional IT leaders, including those in Architecture, Delivery, Cybersecurity, Data, and Innovation teams. Leverage analytics, insights, and breakthrough technologies to cultivate an environment of continuous improvement and secure a competitive edge. Lead, mentor, and develop the infrastructure and operations team, fostering a culture of innovation, continuous learning, and adaptability. Utilize a participative leadership style to engage other Porter business units and drive technological efficiencies and innovation. Developing and maintaining an environment of positive collaboration through strong working relationships and linkages between other business units and departments. Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy. Behavioural Competencies Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others. Teamwork: Working collaboratively with others to achieve organizational goals. Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers). Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise. Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards. Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community. Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers. People Leadership: Assuming a leadership role in helping others achieve excellent results. Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond. Qualifications Completion of a Degree in Information Systems, Computer Science, Engineering or a related discipline or a combination of education, training and experience deemed equivalent; A Master’s degree is desirable. At least 20 years of diverse experience across various IT roles in different organizations, with a minimum of 10 years in leadership and management positions, demonstrating a comprehensive understanding of supporting a wide array of business clients and leading high-performing agile teams. Demonstrated progressive leadership experience in executing transformation within Infrastructure and Operations as defined by the IT strategy Deep domain knowledge with effective understanding of a wide range of architectures and product engineering approaches with an interest in continuous learning, seeking out emerging technologies to stay up to speed with the developments and disruptions impacting the line of business. Excellent understanding and experience of transformation and strategy in an IT environment that provides mission critical support to multiple internal clients. Strategic thinker and effective communicator with a proven ability to communicate about technology in business terms and be decisive, confident, and experienced with influencing both internal and external stakeholders, with a strong sense of urgency, accountability and ownership. Proven leader in executing cybersecurity solutions in the technology landscape, with experience collaborating with cybersecurity teams to seamlessly integrate security practices into technology projects and initiatives. Extensive experience leveraging and managing third-party vendors and partners to enhance in-house capabilities Employed multi-shoring models effectively, providing thought leadership and building capacity to meet strategic and operational demands. Skilled in negotiating and maintaining productive relationships with vendors, ensuring the delivery of high-quality services and solutions in line with Porter’s goals. Robust experience in facilitating collaboration across diverse IT disciplines (Architecture, Infrastructure, Cybersecurity, Data, and Innovation). Ability to leverage these partnerships to augment technology capabilities and provide comprehensive support across all business areas. A proactive approach towards innovation and the pursuit of continuous improvement. Proficiency in leading change management efforts, preparing teams for successful adaptation to new methodologies and technologies. Proficient with managing cybersecurity vulnerabilities, including managing an effective patching cadence but also maintaining strategies and mechanisms to respond to zero-day vulnerabilities. Strong knowledge of familiarity service management tools , infrastructure and application monitoring, and self-healing systems Proven track record in managing and mentoring diverse teams, fostering an inclusive culture aligned with the organization's values. Demonstrated ability to engage team members and direct their efforts towards roles oriented towards the future. Exceptional communication, negotiation, and interpersonal skills. Capable of influencing, building consensus, and fostering strong executive and cross-functional collaborations. Not a perfect match? If you're passionate about making an impact and your experience doesn't align perfectly with every qualification listed, we still encourage you to apply. Your unique skills, perspectives, and background might be precisely what's needed to drive our transformation forward.We have other current jobs related to this field that you can find below
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