IT Infrastructure Leadership Role
18 hours ago
About MUFG
At MUFG, we are seeking a highly experienced leader to join our IT team as Vice President - IT Infrastructure.
Job Summary
We are looking for a strategic thinker who can lead the operational and strategic direction of our Workplace Technology operations. As a key member of our team, you will be responsible for ensuring smooth day-to-day operations, driving process standardization, and managing end-user infrastructure services efficiently.
Key Responsibilities
- Lead the operational management of service desk and help desk teams to ensure timely resolution of issues and meet Service Level Agreements (SLAs).
- Develop and implement operational metrics to track performance and ensure alignment with Key Performance Indicators (KPIs).
- Collaborate with regional and global teams to ensure seamless integration and consistency in services.
- Ensure appropriate staffing, training, and shift management to provide 24x7 service coverage.
- Standardize processes across multiple regions and business units, defining and implementing ITIL-based best practices and governance models for service desk operations.
- Drive knowledge management systems to ensure proper documentation of processes, incident resolution, and Standard Operating Procedures (SOPs).
- Enhance end-to-end incident, request, and change management processes for improved service delivery.
- Develop a strategic roadmap for service desk operations aligned with overall IT infrastructure and cloud strategy.
- Mentor and lead a team of service desk managers, analysts, and engineers to achieve operational excellence.
- Promote a culture of continuous improvement, accountability, and service excellence.
Requirements and Qualifications
- Bachelor's degree in IT, Computer Science, or related field (MBA or equivalent preferred).
- 15-20 years of relevant experience, with at least 5 years in a leadership role managing service desk or help desk operations.
- Strong technical foundation in endpoint technologies, including VDI solutions, Microsoft O365, Teams, and Intune.
- Hands-on experience with ITIL framework and other relevant service management frameworks.
- Demonstrated ability to manage large-scale operations with complex, distributed teams.
- Strong knowledge of cloud platforms such as Microsoft Azure and other SaaS solutions.
- Expertise in ticketing systems, endpoint management tools, and automation technologies.
- Proven analytical and problem-solving skills, with the ability to identify operational challenges and implement effective solutions.
Estimated Salary: $180,000 - $220,000 per year
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