Position Information

Primary Role

The VP, Digital Infrastructure & IT Operations is responsible for ensuring the core infrastructure systems (cloud, network, data center, telephony) are operational, maintained, resilient, and optimized. They are also responsible for leading and delivering user experience technologies including mobile devices, laptops, audio/video conferencing and the Microsoft Office 365 suite of products and ensuring employees are properly supported through help desk and field support. 

Key Accountabilities

• Design and implementation of security strategy for American Water which should include but not limited to emerging trends in security technologies in data securitization, application security, platform security, device security, sensors, SCADA and plant operations, data centers and network security, cloud security
• Lead the Infrastructure function with strategic and technical thought leadership, develop the infrastructure roadmap with a strong focus on delivering an elevated and enhanced technology experience to and optimize data centers, cloud environment, network management , identity management and access management
• Lead end to end Enterprise IT operations, SOC / NOC management implementation of best in class security operations models and customized to utility specific operations
• Participate in the strategic planning and evolution of internal and outsourced infrastructure and service desk functions, defining business continuity requirements that are scalable to meet American Water’s future growth initiatives
• Direct the negotiation and ongoing management of service contracts (SLAs) for IT infrastructure services between business functions, technology organizations and technology suppliers
• Build close working relationships with Internal technology organizations (other vertical technology functions), in order to ensure that IT infrastructure needs, and issues are understood, align with business users
• Responsible for ensuring the processes executed by technology service providers and strategic partners are effective and efficient with seamless integration
• Develop strategy for optimizing and harmonizing networking/cloud and direct projects to improve network/cloud services, achieve targets for availability and stability
• Oversee internet access infrastructure and remote access/VPN/dial-in solution operations
• Oversee the maintenance of computing and telecommunication infrastructure/environment resilience, hosting environments for enterprise applications and security protocols, ensuring compliance with industry standards
• Approve technology infrastructure services with appropriate warranty (availability, capacity, continuity and security) at the most cost-efficient level
• Establish a service culture and apply ITIL to achieve operational excellence
• Establish and administer the annual budgets and cash plans, and manage expenditures to operate within the approved budget
• Lead a hybrid and/or cloud infrastructure as a service model 

Knowledge/Skills

• Strong knowledge and experience with Networks, Converging Computing Platforms, Computing Architecture, Runtimes and Upgrades
• Strong knowledge and experience with Cyber Security Architecture, Technology, Products, Operations and Management
• Strong knowledge and experience with Networks of Data Center Operations and Cloud Computing
• Extensive knowledge of ITSM and ITIL
• Extensive knowledge of Server Management and Optimization
• Extensive knowledge of Disaster Recovery and Information Security Compliance
• Strong experience with Physical Security Systems and Support Services
• Proven track record of innovation, both in internal problem solving and in fostering innovative uses of technology in the organization
• Ability to lead high performing teams, with a proven track record of successful team leadership and development
• Ability to effectively drive business, culture, and technology change in a dynamic and complex operating environment
• Strong customer and user experience focus
• Ability to understand detailed impact while keeping the eye on the big picture
• Ability to abstract real world scenarios into easy to understand models 
• Ability to identify, prioritize and weigh different options and to recommend a value-add solution
• Ability to balance what is "right" with what is "realistic"
• Ability to stay focused on identified priorities
• Ability to make decisions in situations of ambiguity and the absence of complete facts 

Experience/Education

• Bachelors in Computer Science / Information Technology / Information Systems or in a related field
• Masters or MBA preferred 
• 20+ years’ of progressive experience with IT Infrastructure / Cloud / Servers / Networks / IT Support / SCADA
• 10+ years’ in leadership roles
• Successful experience with implementing strategy across an organization 

Travel Requirements

• As necessary, up to 20% 

Work Environment

• Standard office environment 

Certifications and Licenses

• One or more industry certifications in security, infrastructure, compliance e.g. CPP,PSP,PCI,CISSP,GIAC will be a plus 

Soft Skills

• Excellent verbal and written communication skills
• Ability to analyze complex situations and to derive workable actions
• Strong strategic skills to develop long-term visions and the ability to translate them into actionable roadmaps that are broadly accepted
• Excellent interpersonal and communication skills and proven ability to work effectively at all levels in the organization
• Strong strategic skills to develop long term visions and the ability to translate them into actionable roadmaps that are broadly accepted
• Proven track record of successful team leadership and development
• Strong customer and user experience focus
• Good presentation skills engaging a variety of audiences up to ELT

Competencies