• Director of GTG Infrastructure & IT Support Services

    Job Locations US-MA-Waltham
    Job ID
  • Position Description & Responsibilities

    Reporting to CFO, the Director of GTG Infrastructure & IT Support Services provides technology leadership in strategy, management and operations of essential IT operations, infrastructure and support services for the internal corporate systems.  Responsibility includes the following domains


    • Infrastructure
    • Security
    • Business Continuity
    • End-user services
    • Asset Management
    • Operations

    The Director of GTG Infrastructure & IT Support Services has four direct reports and twenty-five indirect reports that are distributed globally.  The incumbent will work closely with the VP, Business Systems and other business leaders to deliver both internal and customer facing solutions.


    The candidate will be experienced at running IT as a business from a strategy, technology, security, process, finance, and people management standpoint. Ideal candidate should have IT Infrastructure Engineering and Operations and End User Services background in a technology company.



    • Building the organization through positive and engaged leadership
    • Leadership and development of a culturally diverse team
    • Developing, building, and sustaining strong working relationships and partnerships with IT customers
    • Recruiting, hiring, mentoring and developing of the team
    • Establishes and fosters relationships with business stakeholders and service providers
    • Be a strong advocate for Global Customer Services operations 
    • Mentoring of managers and staff
    • Collaborating and working with other IT groups while providing key inputs and guidance for the overall management of IT
    • Management of key vendors, contractors, and service providers


    Strategy, Compliance and Process

    • Assess and drive IT process and technology roadmaps for Security, Infrastructure and IT Support Services
    • Developing IT, and business plans at both the strategic and tactical levels and then following through on execution of the plans
    • Implement Project Management to ensure the team is working on the appropriate priorities, on budget, and on schedule
    • Developing effective, efficient, and rigorous processes and methodologies which include monitoring and reporting
    • Developing system and organizational roadmaps that ensure business and service continuity
    • Build and drive an operational strategy that meets the needs and requirements of the business and is aligned with global delivery teams 
    • Manage all aspect of Infrastructure and Support Services not limited to Incident Management, Configuration Management, Release Management, Change Management, Services Desk, Service Request Fulfillment, Asset and License Management, Identity Management,
    • Ensuring compliance with security and regulatory requirements
    • Providing estimates, forecasting and work planning assistance
    • Establish SLAs and KPIs aligned to business objectives
    • Accountable for quality of services and solutions delivered
    • Oversee procurement of software and hardware and management of IT assets and inventory 


    • Oversee activities relating to the engineering, design, development, implementation, testing and overall technical support to insure the IT infrastructure services environment meets the business needs of the company 
    • Lead & Deliver the Infrastructure capability transformation for Cloud and internal systems, with focus on user-experience, resilience, performance, availability, and total cost of ownership 
    • Implement industry leading products and technologies, and be able to internalize how new technologies can be integrated into company’s IT workflow to drive efficiency gains. 
    • Lead creation of the Enterprise Architecture standards for the company to include all aspects of technology operations (including Help Desk, network management, telephony, cloud services, database management, storage and business continuity/disaster recovery, etc.)
    • Provide configuration management and accurately assess the impact of modifications and vulnerabilities for each information security system
    • Maintain appropriate operational information assurance posture for programs 




    • Excellent partnering and collaboration skills
    • Exceptional communication, both written & verbal; that includes very good listening skills and an open attitude and acceptance to coaching and being coached
    • Ability to evangelize and educate on process, strategy, and investments to achieve the enterprise business and IT strategy
    • Ability to manage a global team including vendor resources
    • Negotiation skills and ability to manage to tight budgets
    • A history of success and learning from past experiences
    • Ability to multi-task in an ever-changing environment
    • Superior leadership, team building, and team motivation skills
    • Ability to identify and solve problems creatively to ensure satisfactory user experience
    • Excellent business acumen and strategic thinking
    • Budget planning and forecasting and managing expenses to plan
    • Strong experience with Office365, networking, hyperconvergence, hypervisors, helpdesk systems and processes, collaboration platforms, firewalls
    • Experience with certifying compliance of various machines/computers
    • Familiarity conducting vulnerability scans
    • Experience with implementing business continuity and disaster recovery programs 


    • Must be a US person (resident or citizen)
    • A minimum of 10 years of experience in IT Management with increasing responsibilities
    • Demonstrated organization and team building skills
    • Bachelor of Science Degree in Business or Computer Science; or equivalent, MBA a plus
    • Proven project management expertise
    • Experience with Microsoft (Windows, Office365)
    • PMP, ITIL certification desirable
    • Ability to travel up to 25% 

    Company Message

    Dynatrace has redefined how you monitor today’s digital ecosystems. AI-powered, full stack and completely automated, it’s the only solution that provides answers, not just data, based on deep insight into every user, every transaction, across every application. More than 8,000 customers use Dynatrace to optimize customer experiences, innovate faster and modernize IT operations with absolute confidence.


    We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an equal opportunity employer and VEVRAA Federal Contractor. We consider all qualified applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, veteran status, or any other characteristic protected by law.  If your disability makes it difficult for you to use this site, please contact recruiting@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law/EEO is the Law Supplement.


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