The Director of Infrastructure Services plays a critical role on both Arbella’s IT Senior Leadership Team and the Corporate Senior Leadership Team. As a strategic partner and trusted advisor, this leader is responsible for the delivery, performance, and evolution of the company’s infrastructure systems and services.

This role oversees the full infrastructure portfolio, including the design, development, implementation, support, and lifecycle management of infrastructure technologies. The Director also leads the team responsible for the technology support call center, ensuring exceptional service for desktop and mobile hardware and software support across the organization.

A champion of IT Service Management principles, the Director drives operational efficiency, cost optimization, enhanced user satisfaction, and stronger alignment between IT services and business objectives.

The Director brings strong leadership, a collaborative mindset, and the ability to work cross-functionally to meet the evolving needs of business units. They are accountable for upholding high standards of quality, maintaining strict adherence to cybersecurity policies and best practices, and guiding the strategic direction of the company’s infrastructure architecture.

Success in this role requires a demonstrated ability to consistently deliver on commitments, foster strong business relationships, and attract, develop, and retain top-tier talent. This leader must be adept at managing projects and services within scope, on time, and within budget.

This position reports to the AVP of Infrastructure and Cybersecurity.

•  Serve as a trusted advisor to IT senior leadership and business partners, providing guidance and insight on infrastructure strategies and solutions.
•  Cultivate and maintain strong, strategic relationships with senior stakeholders, acting as their primary point of contact for infrastructure-related matters and facilitating access to subject matter experts as needed.
•  Stay current with evolving business priorities and industry trends, helping internal partners shape technology strategies and define service level agreements.
•  Develop and execute strategic infrastructure plans that align with organizational goals, future growth, and innovation priorities.
•  Define and lead the vision and roadmap for infrastructure architecture and services, overseeing strategic and operational planning efforts to drive continuous improvement and value delivery.
•  Collaborate cross-functionally to ensure infrastructure initiatives align with broader business objectives and deliver measurable impact.
•  Oversee the secure, efficient, and continuous operation of corporate computing systems and network infrastructure.
•  Drive the development and delivery of high-performing support services that address the needs of all internal stakeholders, including end-user devices, applications, and network services.
•  Ensure the creation and ongoing maintenance of comprehensive documentation, including user guides, system manuals, asset management records, service level agreements, and logs of system modifications and upgrades.
•  Set the strategic direction for cloud infrastructure, providing thought leadership and ensuring architectural alignment with performance, cost, security, and compliance requirements.
•  Ensure the integrity, consistency, and accessibility of data for both regulatory compliance and business intelligence purposes.
•  Manage relationships with third-party vendors and partners, ensuring alignment with organizational standards, timelines, budgets, and contractual obligations.
•  Define departmental goals and key performance indicators (KPIs) to measure success across IT infrastructure functions and drive continuous service improvement.
•  Communicate project and service delivery expectations clearly to internal teams and external partners and regularly assess team performance against established objectives.
•  Lead and inspire a high-performing infrastructure team by managing productivity, morale, professional development, coaching, resource allocation, and talent acquisition and retention.
•  Provide regular updates to the AVP and executive leadership on the status of infrastructure initiatives, strategic objectives, innovation efforts, and performance against key goals.
 

Requirements:

•  Bachelors degree and minimum of 10 years of progressive experience in infrastructure management, production support, project delivery, SaaS/cloud platforms, networking, systems administration, voice/data communications, and disaster recovery within a mid-sized IT organization (30+ FTE) or larger.
•  Demonstrated success as a senior IT and business leader.
•  Proven experience delivering a broad range of infrastructure solutions, from implementation to lifecycle management.
•  Industry experience in insurance or financial services is strongly preferred.
•  Exceptional analytical and business analysis skills, with a demonstrated ability to translate strategic business objectives into actionable technical requirements and execution plans.
•  Deep, current knowledge of infrastructure technologies, delivery methodologies, documentation standards, service delivery models, and project management practices.
•  Skilled in designing, optimizing, and automating business processes through technology integration and infrastructure solutions.
•  Well-versed in security best practices, with hands-on experience implementing effective controls to protect organizational assets.
•  Demonstrated success in developing and executing risk mitigation strategies that ensure the confidentiality, integrity, and availability of critical information systems.
•  Strategic thinker with the ability to communicate and drive infrastructure vision across the organization; effectively influences stakeholders at all levels, including senior leadership.
•  Strong, pragmatic leadership skills—able to balance long-term vision with operational execution. Leads by example, inspires trust, and drives accountability.
•  Highly organized and results-driven, with strong planning, prioritization, decision-making, and time management abilities. Consistently delivers under pressure and meets deadlines.
•  Natural relationship builder—collaborative, creative, persuasive, and dependable, with a high degree of integrity and ethical standards.
•  Exceptional communication skills, with the ability to engage and influence diverse audiences through written, verbal, and presentation formats, including executive-level stakeholders.
•  Empathetic leader with the emotional intelligence to adapt communication and leadership style to meet the needs of both business and technical audiences.
•  Proven track record in attracting, developing, and retaining high-performing talent and building strong, collaborative teams.

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