Associate Director, Infrastructure & Operations Solution Delivery Partner

Summary

Remote

Princeton, NJ

Rockville, MD

Full time

R13239

The Infrastructure and Operations Solution Delivery Partner is a leadership role responsible for building and running the horizontal delivery and service management engine of the I&O function. The role will partner with IT Business Partners, Platform and Service Leads, EPMO, Finance, Enterprise Architecture, Information Security, Testing and Validation, and business-aligned Solution Delivery Partners to convert enterprise demand into prioritized, working infrastructure, enabling capabilities and workplace services.

Core Responsibilities include but are not limited to the following:

Platform Lifecycle Management

+ Coordinate end-to-end delivery activities for assigned platforms and services in partnership with Platform and Service Leads. from strategy, ideation, and demand intake through roadmap planning, delivery, release, operations, continuous improvement, and eventual retirement - in partnership with the Platform and Service Leads, who own their platforms' lifecycles.

+ While remaining curiously connected to all areas of IT which come together to provide services to stakeholders, support adoption of Lean-Agile, SDLC, and delivery management practices across Infrastructure & Operations teams.

+ Establish disciplined capacity vs demand and dependency management practices that balance speed to value, operational risk, cybersecurity, resilience, and the discipline required in a regulated environment.

+ Ensure IT Service Introduction, Release Management, and Change-and-Adoption discipline for new and materially changed platform and service capabilities, ensuring operational readiness before go-live, including SLAs/OLAs, support models, CMDB and asset data, runbooks, monitoring, capacity, continuity, security, training, documentation, and backout plans.

+ Coordinate with Platform and Service Leads to ensure alignment of roadmap dependencies and delivery timelines.so shared capabilities, dependencies, sequencing, and operating-model implications are resolved before they become delivery or service risks.

+ Coordinate cross-functional teams and stakeholders to support successful delivery outcomes.- Delivery Managers, Platform Leads, Product Managers, Service Leads, Service Managers, engineers, architects, and supplier teams - shaping a culture of accountability, candid collaboration, quality, and continuous improvement.

+ Prepare and communicate delivery status, risks, dependencies, and recommendations to senior leadership and governance forums and cross-functional governance forums on a regular cadence.

+ Partner with Information Security, Testing and Validation, Quality, and Compliance to ensure infrastructure and workplace capabilities meet applicable GxP, validation, privacy, security, records management, and audit requirements.

Horizontal Delivery Across I&O Platforms and Services

+ Serve as a primary point of contact for IT Business Partners, Business-Aligned Solution Delivery Partners, the Finance Team, IT Strategic Planning, PMO, and Testing and Validation

+ Given a platform and services model, coordinate delivery across Hybrid Cloud Services, Digital Workplace, and Enterprise Service Management platforms and services, as well as other platforms and services that may be built in the future. These include cloud and on-premises infrastructure, platform engineering, hosting, compute, storage, backup, recovery, network connectivity, and infrastructure automation; endpoint platforms, collaboration and productivity services, identity-enabled workplace experiences, device lifecycle, mobility, and employee technology support, with a focus on secure and reliable user experiences; ITSM service catalog, request fulfillment, workflow automation, CMDB, asset and configuration practices, knowledge management, and service reporting.

+ Ensure cross-platform initiatives are planned and executed as integrated services rather than isolated tower deliverables, with explicit dependencies, shared milestones, acceptance criteria, operational ownership, and measurable outcomes. By working with other teams, ensure a similar seamless and cross-platform experience through communication, coordination, and planning.

+ Coordinate delivery across globally distributed teams and a mix of employees, contractors, strategic vendors, and managed service providers, maintaining clear accountability for outcomes and handoffs.

Demand Management & Portfolio Planning

+ Establish, improve, and run the demand management process for I&O, ensuring enterprise and platform needs are captured, qualified, prioritized, sequenced, and mapped to delivery capacity and enabling capabilities.

+ Ensure demand visibility and clear prioritization as well as appropriate capacity planning for absorbed and paid services. Participate in platform finance and budgeting, forecasting, tracking, and variance analysis

+ Facilitate quarterly roadmap planning across Hybrid Cloud Services, Digital Workplace, and Enterprise Service Management, aligning strategic outcomes, lifecycle obligations, service health priorities, technical debt, funded initiatives, and capacity constraints.

+ Partner with Platform Leads, Service Leads, PMO, Enterprise Architecture, and Finance to translate roadmaps into practical project and delivery plans, with clear scope, outcomes, dependencies, estimates, milestones, funding, resources, and accountable owners.

+ Drive work estimation, project scoping, capacity and resource planning, and prioritization providing leadership with credible commitments and explicit trade-off analysis when demand exceeds available capacity.

Qualifications

Knowledge / Experience and Skills:

+ 7-10 years of progressive IT experience, with 3-5 years leading infrastructure, operations, service management, or technology delivery initiatives

+ Broad experience delivering and operating enterprise infrastructure and end-user technology services across cloud and data center platforms, networks, workplace technologies, ITSM/ESM, automation, observability, resilience, and managed services.

+ Track record working in a highly regulated environment with a disciplined ITIL-based service design and service delivery approach

+ Strong track record delivering initiatives using Lean-Agile, SDLC, Scrum, Kanban, or SAFe practices across globally distributed platform, product, and service teams; SAFe experience is strongly preferred.

+ Demonstrated experience participating in or facilitating quarterly planning, platform roadmap development, portfolio prioritization, dependency management, and delivery planning at enterprise scale.

+ Hands-on experience with IT Service Design, Service Introduction and operational readiness for infrastructure, workplace, and enterprise service management capabilities.

+ Demonstrated success in demand management, work estimation, project scoping, capacity planning, prioritization, and senior stakeholder management.

+ Project and program budget planning and management experience.

+ Excellent communication and influencing skills with the ability to translate technical delivery matte...