Job Details

The Vice President, IT Infrastructure & Operations is a strategic, hands-on executive responsible for the reliability, scalability, and modernization of TridentCare's technology backbone. This role will lead the implementation of mature ITIL-aligned processes and drive a multi-year IT service management (ITSM) transformation that improves performance, transparency, and user experience across a national healthcare services footprint.

Reporting directly to the CIO, the VP oversees all core infrastructure and operations functions—including data centers, cloud platforms, network, end-user computing, service desk, and core IT platforms—ensuring secure, compliant, and cost-effective delivery of IT services that enable TridentCare's growth, operational excellence, and strategic objectives.

Key Responsibilities

Infrastructure & Cloud Strategy

• Own the enterprise infrastructure and cloud strategy, roadmap, and architecture in alignment with TridentCare's business and clinical priorities.
• Lead the evaluation, planning, of a legacy colo migration to the cloud or colo consolidation to balance risk, cost, performance, and speed to value.
• Design and optimize a hybrid IT environment (on-premises, private cloud, public cloud) for resilience, scalability, and cost efficiency.
• Develop a SDWAN migration and implementation strategy to sunset legacy MPLS network infrastructure.
• Establish, monitor, and continuously refine infrastructure KPIs (availability, performance, capacity, cost per service, etc.) and present results in executive forums.

IT Operations & Service Delivery

• Provide executive leadership for day-to-day IT operations, including data centers, servers, storage, network, telephony/UC, end-user computing, and service desk.
• Ensure high availability and performance of mission-critical systems supporting field operations, clinical workflows, logistics, and back-office functions.
• Institutionalize standardized operational procedures, runbooks, and proactive monitoring to prevent incidents and reduce downtime.
• Oversee and continuously improve incident, request, problem, and change management processes to deliver consistent, high-quality service.

ITIL Process Implementation & ITSM Transformation

• Lead the design, rollout, and maturation of ITIL-aligned processes across the IT organization (Incident, Problem, Change, Configuration, Release, Knowledge, Service Catalog, etc.).
• Drive the transformation of IT service management leveraging a modern ITSM platform (e.g., ServiceNow), emphasizing automation, self-service, and data-driven operations.
• Implement and maintain a robust CMDB and asset management practices to enable accurate impact analysis, capacity planning, and compliance.
• Define SLAs and OLAs, create executive service performance dashboards, and regularly brief the CIO and executive leadership on IT service health and trends.
  
  Reliability, Resilience, and Security
  
  
  • Partner closely with Information Security to ensure infrastructure, cloud, and operational practices are secure, compliant, and aligned with healthcare regulatory requirements (e.g., HIPAA).
  • Own disaster recovery and planning for infrastructure and key applications; drive regular DR testing, remediation, and continuous improvement.
  • Implement and oversee backup, recovery, and high-availability strategies for mission-critical systems, balancing risk and cost.
  Leadership, Talent Development & Vendor Management
  • Build, lead, and develop a high-performing infrastructure and operations organization, including directors, managers, engineers, and service desk leaders.
  • Foster a culture of accountability, continuous improvement, operational discipline, and strong customer service orientation.
  • Manage strategic vendor and service provider relationships (telecom, hosting, cloud, MSPs, ITSM and monitoring platforms), ensuring performance against SLAs and alignment to TridentCare's strategy.
  • Negotiate contracts, optimize vendor portfolios, and manage sourcing strategies to improve service quality and reduce total cost of ownership.
  • Manage all aspects of the infrastructure and operations offshore vendor relationship to drive performance and accountability to contracted SLA's.
  Financial Management & Governance
  • Own the infrastructure and operations budget (CapEx and OpEx), including multi-year planning, forecasting, and cost optimization.
  • Develop business cases and ROI analyses for major infrastructure, cloud, and ITSM investments; present options and recommendations in business terms to the CIO and executive leadership.
  • Contribute to IT and enterprise governance processes, including IT steering committees, risk reviews, and board-facing updates related to infrastructure, availability, and service performance.
    
    Qualifications
    
    Education & Experience
    
    
    • Bachelor's degree in Computer Science, Information Systems, Engineering, or related field required; Master's degree or MBA preferred or equivalent experience
    • 12+ years of progressive experience in IT infrastructure and operations, with at least 7 years in a senior leadership role (Sr. Director / VP level).
    • Proven track record leading large-scale legacy-to-cloud migrations and operating hybrid environments in complex, multi-site organizations.
    • Demonstrated success implementing and maturing ITIL processes and IT service management in a high-availability, 24x7 environment.
    • Experience in healthcare, healthcare services, or other highly regulated industries strongly preferred; private-equity-backed environment experience is a plus.
    Technical Skills
    • Deep knowledge of:
    
    
    • Major cloud platforms (e.g., AWS, Azure, GCP) and hybrid architectures.
    • Data center technologies (servers, storage, virtualization, backup/recovery, DR).
    • Enterprise networking (WAN, SD-WAN, VPN, Wi-Fi, firewalls, load balancers).
    • End-user computing (Windows, M365, endpoint management) and collaboration tools.
    • ITSM platforms (e.g., ServiceNow, Cherwell, BMC) and CMDB/asset management.
    • Familiarity with cybersecurity frameworks and controls as they relate to infrastructure, operations, and healthcare compliance.
    
    
    Leadership & Soft Skills
    • Strategic, business-oriented leader with strong execution discipline and the ability to operate in a fast-paced, PE-backed environment.
    • Proven ability to build and lead high-performing teams, attract and develop talent, and drive organizational change.
    • Excellent communication and executive presence; able to influence and align senior stakeholders and translate complex technical topics into clear business outcomes.
    • Strong analytical and problem-solving skills, with the ability to make data-driven decisions and manage competing priorities.
    • Customer-focused mindset with a passion for improving the experience of clinical users, field operations, and internal stakeholders.
    Key Success Measures
    • Reduced unplanned downtime and improved availability and performance of core clinical and business systems.
    • Successful migration of prioritized legacy platforms to cloud with measurable improvements in resilience, scalability, and total cost of ownership.
    • Increased ITIL/ITSM process maturity, reflected in reduced incident volume, faster resolution times, and higher SLA attainment.
    • Improved internal customer satisfaction (e.g., service desk CSAT, NPS) and strengthened perception of IT as a strategic partner.
    • Optimized infrastructure and operations spend with clear visibility to ROI and contribution to EBITDA improvement and growth.

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