The IT Director, Infrastructure & Operations provides strategic and operational leadership for Dal-Tile’s infrastructure and technology operations, with accountability for infrastructure strategy, governance, portfolio prioritization, financial management, service performance, and operational resilience. The role serves as the primary business partner for infrastructure demand and service outcomes, aligning infrastructure investments with application roadmaps and business priorities.

The Director oversees infrastructure portfolio intake and prioritization with the Mohawk Global Infrastructure PMO, budget and funding, major incident and outage management, service levels, disaster recovery, compliance, vendor performance, and chronic issue resolution. The role also leads the Application Managed Services (AMS) partnership, monitoring and observability, Tier 1.5/2 production support, and AI technology enablement, while driving modernization, automation, stability, and continuous improvement.

This role does NOT provide current or future sponsorship assistance
Please note that we will NOT provide relocation assistance (Candidates are expected to relocate on own 3 weeks from time of offer acceptance)
Employees are required to report in office 4 days a week / 7834 CF Hawn Freeway | Dallas, Texas 75217 (NO NEGOTIATION)
This is a direct hire role; We are NOT open to employing through contractor or agency

Duties and Responsibilities of the Position:

Infrastructure Strategy & Planning: Provide strategic input into Dal-Tile's infrastructure direction and multiyear roadmap by identifying emerging technology opportunities, future capacity and lifecycle needs, and opportunities for modernization, automation, and innovation. Partner with Global Infrastructure teams to align BU requirements with enterprise technology direction.
Business Partnership & Infrastructure Portfolio: Serve as the primary Dal-Tile interface for infrastructure demand, priorities, and service outcomes. Manage BU infrastructure intake, sequencing, and prioritization with the Global Infrastructure PMO and ensure infrastructure requirements are identified and aligned with application roadmaps, business priorities, scope, and timing.
Infrastructure Governance: Represent Dal-Tile business priorities, requirements, and risk considerations in Global Infrastructure governance, including a voting role on the Infrastructure Governance Board. Ensure BU adherence to established infrastructure standards, guardrails, and operating requirements.
Service Delivery & Operational Performance: Monitor infrastructure service performance and reliability for Dal-Tile and serve as the primary BU interface with Global Infrastructure for service issues, escalations, and recurring problems.
Major Incident & Problem Coordination: Coordinate with Global Infrastructure during major incidents and planned outages, including Dal-Tile business-impact assessment, communications, executive visibility, escalation, and follow-through. Partner on root-cause analysis and corrective actions for issues crossing BU application and Global Infrastructure responsibilities.
Monitoring & Operational Resilience: Lead BU-specific monitoring and observability capabilities to improve proactive issue detection and operational resilience, including appropriate monitoring of Dal-Tile applications and technology environments.
Business Continuity & Disaster Recovery: Coordinate Dal-Tile infrastructure disaster recovery and business continuity requirements, planning, documentation, and testing, ensuring critical BU systems have appropriate recovery objectives and ownership.
Risk & Compliance: Ensure Dal-Tile infrastructure operations comply with applicable security, SOX, access governance, audit, and enterprise requirements, partnering with Global Infrastructure, Cybersecurity, Internal Audit, Risk, and Compliance teams as appropriate.
Financial & Investment Management: Manage Dal-Tile infrastructure and operations budgets, forecasts, funding requirements, and cost optimization, and provide business and financial input supporting infrastructure investments and funding decisions.
BU Infrastructure & Operations Leadership: Lead and develop Dal-Tile-specific infrastructure and operations capabilities, including unique BU infrastructure support and, as the organization evolves, Operational Technology. Provide leadership for BU-specific environments and services not owned by Global Infrastructure.
Executive Reporting: Provide leadership with visibility into infrastructure service performance, operational health, financial status, risks, priorities, and significant issues.
Perform other duties as assigned.

Required Experience and Education:

Bachelor’s degree in a related field or equivalent education and/or experience.
10+ years’ relevant experience or equivalent education and/or experience.
5+ years of management experience in infrastructure, technology operations, or service management.
Experience leading managed service providers and complex vendor transitions.
Experience managing large-scale enterprise production environments; SAP, warehouse and manufacturing systems preferred.
Experience with enterprise service management and monitoring platforms such as Jira Service Management and Dynatrace, or comparable technologies. Build and/or use of AI tools for technology operations, planning and project management preferred.
Experience managing technology budgets, contracts, software licensing, and strategic investments.
Preferred: ITIL certification; cloud, AI, PMP, or relevant infrastructure, service management, or security certifications.

Competencies:

Developing proven team structure and processes that drive results.
Solid understanding of broader organization context and goals.
Ability to build relationships with all stakeholders and influence transformational change in processes and systems.
Strategic thinking and problem-solving, with a working understanding of infrastructure and application concepts and business processes.
Able to delegate work effectively to team members; ensures tasks are completed without micromanaging.
Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations while preserving relationships.
Diplomacy, negotiation, and conflict resolution with business partners and vendors.
Focused on and responsible for their team's productivity and collective impact.
Strong communication, active listening, and presentation skills, including with executive audiences.
Excellent project management, problem solving and organizational skills.
Able to multitask, prioritize, delegate, and manage time effectively.
High level of integrity and discretion in handling sensitive and confidential data.
Proficient using Microsoft Office Suite products.
High degree of professionalism, judgment, maturity, and resourcefulness in the absence of formalized guidelines and procedures.

Other Pertinent Job Information:

Reports to: Dal-Tile CIO
Location: Dallas, Texas
This role may include responsibility for direct reports, now or in the future.

IT Director, Infrastructure & Operations - (FT)

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