Senior Manager, Global IT Infrastructure

Position Title: Senior Manager, Global IT Infrastructure
Department: Information Technology (IT)
Location: Remote in CT, DC, FL, GA, IL, MD, MA, NC, NJ, NY, OR, PA, Puerto Rico, TN, TX, VA, or WA
Reports to: Senior Director, IT Infrastructure & Facilities
Number of Direct Reports: 2
Travel Required: Up to 15%; domestic and international
Assignment Type: Full-time; Exempt
Hiring Range: $100,464 to $110,400
Application Requirements: Resume and completed application questions

Global Health Starts with YOU! 
Americares is a global health and disaster relief organization that helps people and communities around the world access health in times of disaster and every day. Each year, Americares reaches 85 countries on average, including the United States, with life-changing health programs, medicine, medical supplies and emergency aid. Americares is one of the world’s leading nonprofit providers of donated medicine and medical supplies. For more information, visit americares.org. 

Americares Values:
We create global community, treating people as they want to be treated.
We respond effectively and responsibly, putting plans into practice.
We embed ethics and equity in our work and workplace.
We are better together; partnership is at our core.
We ask and listen, to create sustainable solutions for a healthier tomorrow.
We commit to quality, growing and improving to ensure individuals and communities thrive. 

About the position:
The Senior Manager, Global IT Infrastructure leads the operational maturity of the global infrastructure function at Americares. This role spans networks, Azure and cloud infrastructure, Microsoft 365 infrastructure dependencies, identity, servers, virtualization or hosted environments, backup and recovery, monitoring, lifecycle management, country-office connectivity, vendor oversight, standards, and roadmap execution. The role manages the Infrastructure Manager and Infrastructure Associate and partners with the Senior Director on infrastructure roadmap, budget, risk, vendor, and capability planning. The Senior Manager oversees disaster recovery and business continuity preparedness for infrastructure services and reports material risks, priorities, and decisions to the Senior Director, with the Manager, Global IT Infrastructure coordinating day-to-day operations and follow-through.

Duties and Responsibilities:

• Manage the Manager, Global IT Infrastructure and Associate, Global IT Infrastructure through clear expectations, workload planning, coaching, feedback, professional development, and capability planning.
• Partner with the Senior Director to develop, sequence, and execute the approved global infrastructure roadmap, including priorities, dependencies, risks, milestones, decision points, budget implications, and progress reporting.
• Establish and mature infrastructure operating standards, runbooks, maintenance practices, monitoring, lifecycle planning, change controls, escalation paths, metrics, and audit-ready documentation.
• Oversee networks, Cisco Meraki, Azure, Microsoft 365 infrastructure dependencies, Entra ID, Intune, OneLogin, Cloudflare, servers, VMware or hosted systems, backup and recovery, monitoring, and country-office connectivity.
• Oversee disaster recovery and business continuity preparedness for infrastructure services, including recovery standards, backup reliability, testing coordination, documentation, risk reporting, and improvement priorities, while the Manager, Global IT Infrastructure coordinates day-to-day execution and follow-through.
• Apply COBIT-informed accountability and governance coordination, ITIL incident and change practices, and CIS-aligned configuration, asset, vulnerability, monitoring, access, backup, and resilience controls.
• Coordinate the country-office matrix model for network, connectivity, server, cloud, backup, identity, and infrastructure issues, including functional guidance and knowledge transfer.
• Partner with Global IT Service Delivery, Enterprise Applications, Data and Analytics, Cybersecurity, Facilities, country offices, and vendors to coordinate infrastructure dependencies, access and identity requirements, application and data platform support needs, change readiness, resilience, incident response, user-facing communications, resolver-group handoffs, knowledge content, and service-improvement actions.
• Serve as the escalation lead for the global IT infrastructure function and the technical restoration owner for infrastructure-related incidents, recurring technical issues, and country-office infrastructure escalations.
• Partner with cybersecurity leadership to execute enterprise security policies, standards, technical controls, remediation, monitoring, resilience, and investigation support established by Cybersecurity, without assuming ownership of enterprise cybersecurity strategy, security policy direction, or risk acceptance.
• Maintain infrastructure operating policies, standards, procedures, runbooks, and documentation within the approved roadmap, budget, risk, and governance direction set with the Senior Director.
• Manage infrastructure vendors and service providers, including service levels, technical delivery, documentation, escalations, renewals input, performance feedback, and continuous improvement.
• Monitor infrastructure reliability, capacity, cost, lifecycle status, technical debt, operational risk, disaster recovery and business continuity readiness, and roadmap progress; partner with the Senior Director on actionable reporting, budget planning, vendor and renewal planning, capability needs, staffing assumptions, lifecycle investments, and material tradeoffs.
• Actively model and contribute to Americares values, work culture, and mission.
• Engage in and contribute to team spaces with openness, global competencies, and a growth mindset.
• Other duties and responsibilities as assigned.

Key expectations for this role include:

 In the first 90 days:

• Learn and live the Americares Values.
• Complete all required new hire onboarding trainings.
• Gain a comprehensive understanding of Americares global operating environment, technology landscape, and Infrastructure priorities.
• Assess current infrastructure operations, including networks, Meraki, Azure, VMware, servers, monitoring, backup and recovery, vendor support, and country office connectivity.
• Establish working relationships with IT leadership, peer Centers of Excellence, country office stakeholders, and strategic vendors.
• Review operational documentation, standards, lifecycle planning, risk areas, and alignment with IT governance and security frameworks.
• Deliver a findings and recommendations report outlining near-term opportunities to improve reliability, resilience, documentation, and operational maturity.

In the first 6 months:

• Help develop and socialize the Infrastructure roadmap and establish execution plans, milestones, dependencies, and reporting mechanisms.
• Implement operational standards, runbooks, performance metrics, lifecycle planning processes, and governance practices.
• Strengthen partnerships with Cybersecurity and Resilience to address high-priority infrastructure and operational risks.
• Develop staffing, vendor, and capability plans that support the long-term needs of the Center of Excellence.
  Lead execution of key country office infrastructure initiatives and operational improvements.

In the first year:

• Successfully manage Infrastructure governance, roadmap execution, standards alignment, reporting, and operational practices.
• Drive measurable improvements in infrastructure reliability, resilience, monitoring, backup and recovery, disaster recovery, and business continuity capabilities.
• Advance strategic infrastructure improvements across headquarters and country office environments.
• Serve as a trusted advisor and partner to IT leadership, country office stakeholders, and technology vendors.
• Maintain accountability for multi-year roadmap execution and continuous operational improvement initiatives.

Competencies required for the role include:

• Significant and progressive infrastructure, cloud, network, systems, identity, or technology operations experience.
• Ability to lead, coach, and develop the Global Infrastructure team, setting clear expectations, delegating effectively, supporting growth, and fostering accountability for results.
• Experience leading distributed infrastructure operations across several domains, including networks, cloud, servers, identity, backup, monitoring, or resilience; ability to collaborate across time zones through documented handoffs and selected early or later U.S. working hours as operationally required.
• Experience establishing operating standards, metrics, lifecycle plans, vendor accountability, technical documentation, and roadmap execution.
• Ability to translate strategic priorities into actionable plans, standards, reporting structures, governance mechanisms, and operational outcomes.
• Experience with Microsoft-centric technologies, including Azure, Microsoft 365, Entra ID, Intune, Defender, Windows Server, Active Directory, and endpoint management solutions; experience with Meraki, VMware, infrastructure modernization initiatives, monitoring platforms, and technology lifecycle management.
• Proven ability to build strong relationships and coordinate effectively across IT teams, business stakeholders, country offices, and vendors.
• Experience managing service levels, escalations, performance metrics, and continuous improvement initiatives.
• Ability to strengthen infrastructure resilience, operational controls, monitoring, recovery capabilities, and cybersecurity hygiene.
• Ability to perform occasional after-hours work for planned maintenance, urgent incidents, disasters, or operational emergencies (no continuous on-call rotation).

US work authorization without restriction and ability for 15% domestic and international are required for this role.
Candidates must be currently living in and will continue to live in one of the following states/territories: CT, DC, FL, GA, IL, MD, MA, NC, NJ, NY, OR, PA, Puerto Rico, TN, TX, VA, or WA.

These competencies are preferred but not required for the role:

• Bachelor degree in information technology, computer science, engineering, or equivalent education and experience.
• Relevant Microsoft, Cisco, VMware, ITIL, COBIT, CIS, cybersecurity, backup, networking, or cloud certification.
• Experience supporting humanitarian, nonprofit, healthcare, international development, public-sector, or other distributed mission-driven environments.
• Experience coordinating infrastructure across country offices or international locations.

Additionally, our core competencies as an organization are:

• Ownership and results
• Communication
• Problem solving
• Equity and inclusion
• Teamwork and conflict resolution
• Leadership
• Prioritization
• Management
• Strategy and planning
• Decision making

Recruitment process for this role:

• Virtual interview with People and Talent (1 hour)
• Competency exercise
• Virtual interview with Hiring Manager (1 hour)
• Virtual panel interview with internal stakeholders (1 hour)
• Virtual interview with VP, Information Technology (30 minutes)
• Offer
• Background checks and onboarding