Vice President, IT Infrastructure & Operations

What does it mean to be a Vice President, Information Technology at GLS?

The Vice President, IT Infrastructure provides strategic leadership and operational oversight for enterprise infrastructure, cloud platforms, networking, telecommunications, collaboration services, end-user computing, production operations, disaster recovery, and infrastructure security. The role is accountable for ensuring that technology platforms are secure, reliable, scalable, resilient, and aligned with business objectives while supporting regulatory requirements. The position partners closely with internal teams and business leadership to deliver enterprise technology capabilities and operational excellence.

How will you drive value within the organization as a Vice President, Information Technology?

• Develop and execute the enterprise infrastructure and IT operations strategy in alignment with business objectives, and regulatory obligations
• Lead the design, delivery, and support of enterprise infrastructure services, including cloud platforms, networking, telecommunications, collaboration technologies, end-user computing, service desk, and production operations
• Ensure the availability, performance, scalability, and resiliency of technology platforms effectively support business operations
• Provide leadership for cloud strategy, infrastructure modernization, automation, and continuous improvement initiatives
• Oversee enterprise technology operations, service management, change management, and operational support functions
• Oversee enterprise telecommunications and contact center platforms, including telephony, voice infrastructure, carrier services, and Five9 operations, ensuring availability, scalability, resiliency, performance, and alignment with business and customer experience objectives
• Oversee Infrastructure Engineering and DevOps services, including automation, infrastructure-as-code, deployment platforms, system monitoring, platform reliability, and engineering practices that improve scalability, security, and operational efficiency
• Lead disaster recovery, technology resiliency, backup, and recovery programs to meet established recovery objectives.
• Partner with Information Security to implement and maintain infrastructure security controls, vulnerability remediation, identity and access management, and regulatory compliance requirements
• Support internal and external audits, regulatory examinations, risk assessments, and remediation activities
• Establish infrastructure standards, operational metrics, service level objectives, and reporting processes to measure performance, risk, and service quality
• Manage strategic technology vendor relationships, contract negotiations, and service provider performance
• Develop and manage infrastructure operating and capital budgets while ensuring effective stewardship of technology investments
• Recruit, develop, mentor, and lead high-performing Infrastructure & IT Operations teams
• Provide regular updates and recommendations regarding infrastructure strategy, operational performance, technology risk, and major initiatives to executive leadership
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
• Perform additional responsibilities and special projects as assigned.

What should you already know to be successful as a Vice President, Information Technology?

• Minimum of Bachelor's degree in Information Systems, Computer Science, Engineering, Cybersecurity, or a related field required; Master's degree preferred
• Minimum of twelve (12) years’ experience in information technology, infrastructure, cloud services, or other technology leadership role
• Minimum of seven (7) years’ experience leading enterprise infrastructure, operations, or engineering required
• Experience within a highly regulated industry, preferably financial services, banking, lending, or insurance required
• Demonstrated experience leading cloud, network, infrastructure, end-user computing, and production operations environments
• Experience with technology strategy, operational resilience, disaster recovery, ITIL service management, change management, vendor management, and technology modernization initiatives
• Experience supporting regulatory examinations, audits, risk assessments, and compliance programs
• Strong financial management skills, including budget development, forecasting, and vendor contract negotiations
• Knowledge of regulatory and industry frameworks including NIST CSF, CIS Controls, GLBA, NYC DFS, and related standards
• Experience with disaster recovery, business continuity, and operational resilience programs
• Ability to handle sensitive and confidential materials in a professional manner
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
• Strong verbal and written communication skills
• Team player that can adapt in a fast pace and changing environment
• Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities