The Senior Director, Infrastructure & Operations is responsible for the company’s global technology infrastructure, workplace technology, and IT operations, ensuring secure, reliable, and high-performing technology services across the organization. Reporting to the CIO, this leader oversees infrastructure strategy and operations, including cloud and hosting services, networks, end-user computing, and IT service management, while driving modernization, resilience, cost optimization, and reduction of technical debt.
The role leads the delivery of a modern and consistent digital workplace experience for employees worldwide, oversees service operations and support functions, and leverages automation and emerging technologies to improve operational efficiency and user experience. The Senior Director also defines the company’s managed services strategy, manages key infrastructure partners, and ensures accountability for service quality, performance, and cost.
As a member of the CIO leadership team, this individual collaborates closely with Cybersecurity, Enterprise Applications, AI & Data, ERP & Platforms, and Enterprise Architecture teams to shape technology strategy, operational resilience, transformation initiatives, and business performance.
Responsibilities
INFRASTRUCTURE STRATEGY & MODERNIZATION
• Lead the global Infrastructure & Operations strategy, roadmap, and technology modernization initiatives.
• Oversee enterprise infrastructure, including data centers, cloud platforms, hosting services, networks, and connectivity.
• Ensure highly available, secure, resilient, and cost-effective infrastructure services that support global business operations.
• Drive standardization, simplification, lifecycle management, and reduction of technical debt across the technology estate.
• Strengthen infrastructure resilience, disaster recovery, business continuity, and technology governance practices.
END-USER COMPUTING & DIGITAL WORKPLACE
• Provide executive leadership for End-User Computing, workplace technology, and the overall digital employee experience.
• Drive improvements across workplace technologies, employee productivity tools, and digital experience initiatives.
• Leverage automation, AI, analytics, and self-service capabilities to improve service quality, efficiency, and user satisfaction.
IT OPERATIONS & SERVICE DELIVERY
• Drive continuous improvement of service delivery, incident management, and IT service management processes.
• Ensure operational excellence through effective service management, responsiveness, and performance optimization.
• Establish and monitor key performance metrics related to availability, reliability, service levels, employee experience, and infrastructure health.
MANAGED SERVICES & VENDOR LEADERSHIP
• Define and execute the company’s managed services strategy, balancing internal capabilities with external service providers.
• Lead strategic vendor and partner relationships, ensuring accountability for performance, innovation, service quality, and cost optimization.
• Manage key supplier relationships and service delivery partnerships to maximize business value and operational effectiveness.
ENTERPRISE PARTNERSHIP & GOVERNANCE
• Partner closely with Cybersecurity, Enterprise Architecture, ERP & Platforms, Enterprise Applications, and AI & Data teams to enable enterprise technology priorities.
• Ensure infrastructure and operational capabilities support current and future business requirements.
• Contribute to enterprise technology governance, strategic planning, and organizational effectiveness initiatives.
FINANCIAL & PERFORMANCE MANAGEMENT
• Own infrastructure and operations financial planning, budgeting, and cost optimization efforts.
• Drive efficient use of technology investments while balancing performance, resiliency, and cost objectives.
• Monitor operational and financial performance to ensure delivery of business outcomes and continuous improvement.
PEOPLE LEADERSHIP & ORGANIZATIONAL DEVELOPMENT
• Build and develop a high-performing global organization across infrastructure engineering, workplace technology, and IT operations.
• Foster a culture of accountability, innovation, collaboration, and continuous development.
• Lead organizational growth, succession planning, and talent development across global teams.
CIO LEADERSHIP TEAM CONTRIBUTION
• Serve as a key member of the CIO leadership team, contributing to enterprise technology strategy, transformation initiatives, investment decisions, and organizational performance.
• Help shape the future technology operating model and long-term strategic direction of the company.
EDUCATION & LEADERSHIP EXPERIENCE
• Bachelor’s degree in Technology, Engineering, Computer Science, Business, or a related field, or equivalent professional experience. • Extensive senior leadership experience in Infrastructure, Technology Operations, or Enterprise Service Delivery within large global organizations. • Proven ability to lead geographically dispersed teams and develop senior technology leaders. • Ability to operate effectively at both strategic and operational levels within a global enterprise environment.
INFRASTRUCTURE & OPERATIONS EXPERTISE
• Demonstrated success leading enterprise Infrastructure & Operations organizations across multiple technology disciplines. • Deep expertise in data centers, hosting environments, cloud infrastructure, and modernization initiatives. • Strong understanding of enterprise networking, connectivity, and modern global network architectures. • Experience modernizing complex technology environments and reducing legacy infrastructure and technical debt. • Strong knowledge of operational resilience, disaster recovery, business continuity, and infrastructure risk management.
END-USER COMPUTING & DIGITAL WORKPLACE
• Significant experience leading End-User Computing and digital workplace services within large enterprises. • Expertise managing large-scale endpoint environments, workplace technologies, and globally distributed user populations. • Strong knowledge of Microsoft enterprise technologies and digital workplace ecosystems. • Proven track record improving employee experience through automation, self-service, and service enhancements.
IT SERVICE MANAGEMENT & OPERATIONS
• Deep understanding of IT Service Management (ITSM), including incident management, major incident management, service request fulfillment, and continual service improvement. • Experience implementing and operating mature ITSM processes and service management platforms. • Proven ability to improve service quality, operational effectiveness, and employee experience through process optimization and automation.
MANAGED SERVICES & VENDOR LEADERSHIP
• Extensive experience designing and managing outsourced and managed-service delivery models. • Strong vendor management experience, including contracts, service-level agreements, and commercial governance. • Expertise developing sourcing strategies and determining the appropriate balance between internal and external service delivery. • Proven success managing strategic technology vendors and complex partner ecosystems.
CYBERSECURITY & RISK MANAGEMENT
• Strong understanding of infrastructure cybersecurity requirements, including endpoint, network, identity, and vulnerability management. • Ability to incorporate security, compliance, and risk management requirements into infrastructure and operations strategies.
FINANCIAL & COMMERCIAL ACUMEN
• Strong financial and commercial acumen, including infrastructure TCO, investment planning, contract management, and cost optimization. • Demonstrated ability to align technology investments with business objectives and operational efficiency goals.
EXECUTIVE LEADERSHIP COMPETENCIES
• Excellent executive communication, stakeholder management, influencing, and decision-making skills. • Ability to balance long-term modernization and transformation initiatives with the operational demands of mission-critical technology services. • Strong change leadership skills with the ability to influence senior business and technology stakeholders.
LOCATION & TRAVEL REQUIREMENTS
• Based in the United States or another major Diebold Nixdorf location. • Ability to work effectively in a remote leadership role with periodic travel as required.
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations
Diebold Nixdorf Austin, Texas, USA Office
Austin, United States
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