Sr. Director of Cloud & Infrastructure
Remote
Full Time
Executive
Sr. Director of Cloud & Infrastructure
Reports To: VP, Service Desk Department: Cloud/InfraLocation: Remote Exemption Status: ExemptPURPOSE:
The Sr. Director of Cloud & Infrastructure is a senior leadership role responsible for shaping, executing, and overseeing the strategic direction, operational excellence, and technological advancement of Ascend’s Cloud, Infrastructure, and Network Operations teams. This role combines strategic vision with hands-on leadership, ensuring high-performing teams deliver exceptional services to internal and external stakeholders.
The Sr. Director will oversee engineering, network operations, server/cloud, and related technology functions, managing leaders and teams to ensure system reliability, scalability, and innovation. This position serves as a senior escalation point for complex issues, drives continuous improvement initiatives, and champions best practices in change, demand, and knowledge management.
RESPONSIBILITIES:
Leadership & Strategy
- Serve as a senior member of the Cloud/Infra Leadership Team, contributing to long-term vision, annual goals, and quarterly deliverables.
- Lead and mentor leaders of the Engineering teams.
- Provide strategic insight into emerging technologies, market trends, and process innovations to improve service delivery and operational efficiency.
- Define and drive key performance indicators (KPIs) and service-level agreements (SLAs) for infrastructure operations.
- Partner with executive leadership to align infrastructure and cloud strategies with business objectives.
- Oversee all operational maintenance activities across client infrastructures, ensuring proactive planning, scheduling, execution, and follow-up.
- Manage the change management process, including chairing weekly change review meetings and ensuring compliance with ITIL standards.
- Direct demand management processes and resource scheduling across engineering and server/cloud functions.
- Own internal infrastructure portfolio, ensuring security, scalability, and performance meet organizational needs.
- Drive continual improvement of Managed Services tools, processes, and reporting.
- Serve as the senior escalation point for major issues.
- Lead at-risk client communications, building remediation and improvement plans in partnership with account management.
- Ensure seamless onboarding of new clients, including implementation of change management processes, documentation validation, and reporting setup.
- Maintain high levels of customer satisfaction by reducing unscheduled downtime and improving resolution times.
- Manage and mentor direct reports, including team leads, managers, and supervisors.
- Conduct regular 1:1s, team meetings, and performance reviews to provide feedback, coaching, and professional development opportunities.
- Foster a culture of accountability, collaboration, and innovation across all infrastructure teams.
MINIMUM SKILLS, EDUCATION AND EXPERIENCE
- Bachelor’s degree preferred
- 10+ years of progressively responsible IT leadership experience, including at least 5 years managing infrastructure, cloud, or network operations teams.
- Proven success in managing large, cross-functional technology teams within a managed services, consulting, or enterprise IT environment.
- Strong background in ITIL and Knowledge Management processes
- Demonstrated ability to lead complex projects from planning through execution, with measurable results.
- Excellent strategic thinking, analytical, and problem-solving skills.
- Outstanding organizational, verbal, and written communication skills.
- Experience with Azure cloud platforms, networking, server administration, and enterprise infrastructure technologies.
At Ascend Technologies we firmly believe that diversity, equity, and inclusion are not only fundamental values but also powerful drivers of innovation, growth, and success. We are committed to fostering an environment where every individual feels valued, respected, and empowered.
CORE VALUES
We are seeking highly motivated individuals who have the willingness and ability to demonstrate Ascend core values:
- Committed to Client Success: Our actions and our words always align with the best interest of the client.
- One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions.
- Integrity: We are unquestionably committed to doing the right thing even when it is hard.
- Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another.
- Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust.
PHYSICAL DEMANDS:
Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 50 lbs, such as laptop, server equipment, and, driving to the work site to meet with client(s).
Salary Expectations: $150,000-$160,000
The salary for this position is commensurate with experience, skills, and qualifications. The range is intended to reflect our commitment to attracting top talent, and the final offer will be based on factors including, but not limited to, the candidate's previous experience, expertise in the field, relevant certifications, and the specific requirements of the role. In addition, internal equity, market trends, and geographic location may also influence the final salary.
Along with a competitive salary, we offer a comprehensive benefits package, including health, dental, and vision insurance, retirement savings options, flexible time off (FTO), and professional development opportunities. We are open to discussing compensation and benefits further during the interview process to ensure alignment with the candidate’s expectations and experience.
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