H.W. Kaufman Group

IT Director, Infrastructure and Operations

Location US-MI-Farmington Hills
Information Technology
Job Type
Regular Full-Time
H.W. Kaufman Group

New Kaufman Logo


Position Summary

This is the highest role in the Infrastructure and Operations (I&O) function within Information Technology (IT), accountable for IT I&O throughout the organization. The IT Director of I&O is responsible for the delivery of all IT infrastructure and related IT operations used to enable business capabilities and services across the enterprise, including servers and storage, network operations, backup and disaster recovery, and the IT Service Desk.
The head of I&O brings current knowledge and future vision for transforming the I&O function including its strategy, service offerings and workforce. The role holder is a senior stakeholder in all relationships with externally sourced infrastructure and operations capabilities.
As a key member of the senior IT leadership team this role contributes to the development and execution of the enterprise wide IT strategy and is responsible for ensuring I&O strategy is fully aligned, positioning I&O to deliver compelling business value.


Primary Responsibilities

  • Sets the mission, vision, and strategy of the I&O organization to maximize the success of business and IT enterprise initiatives.
  • Introduces innovative, differentiating infrastructure and operations capabilities that enhance our overall competitive capabilities and enhance employee productivity.
  • Leverages cloud and outsourced infrastructure services where appropriate, taking into account requirements, capabilities, and cost structures.
  • Works with the IT senior leadership team on the service portfolio and governance required to prioritize resources, including budget.
  • Builds successful stakeholder relationships with other IT and business leaders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective delivery
  • of IT services to meet those needs.
  • Creates and aligns an I&O value map by linking targeted business outcomes with the future-state business capabilities required to achieve them.
  • Collaborates with the Office of the CIO to develop and control the I&O components of the IT budget to ensure that they are consistent with overall strategic objectives of IT and the enterprise, and are within plan.
  • Defines, develops and manages a comprehensive and integrated ITSM landscape, based on best-practice processes, disciplines and related toolsets.
  • Collaborates with the Director of Information Security and Risk to ensure I&O embraces and applies security strategy.
  • Operates a formal governance mechanism to establish and monitor effective controls for the processes and functions performed by I&O teams. Supports periodic reviews by internal audit, compliance teams and other risk-related functions as required.
  • Leverages influencing and negotiation skills across IT and the enterprise to enable cost-effective and innovative shared solutions in the achievement of business goals.
  • Provides direction on what emerging technologies should be incorporated into I&O products and services to successfully deliver overall IT strategy.
  • Champions I&O involvement in the IT organization's innovation efforts and its role in experimenting with new solutions to take advantage of business opportunities.
  • Provides strategic direction and oversight for the full life cycle of design, development, operation and support of IT systems.
  • Directs the development of an I&O sourcing strategy and provides executive oversight for strategic vendor and partner relationship management.
  • Works with HR and the IT leadership team to develop and execute workforce plans that ensure I&O can supply skilled resources to meet current and future demand.
  • Develops the maturity of I&O to improve efficiency, deliver new innovations and increase collaboration with other business areas (e.g., through Agile and DevOps).
  • Drives the adoption of (and commitment towards) service improvements.
  • Serves on IT planning and policymaking committees; drives the development of enterprise technology standards, governance processes and performance metrics.


Primary Contacts

  • Reports to the CIO
  • Business unit executives and senior managers
  • Peers and other direct reports to the CIO, such as Application Development, Service Management, Information Security and Digital Business & Innovation
  • Office of the CIO (OCIO)
  • Direct reports to this role responsible for I&O business management, engineering, and IT operations and support
  • Sourcing and vendor management leads
  • Project Management Office (PMO) program and project managers
  • Vendors and technology leaders in other companies




  • Bachelor’s or master's degree in computer science, information systems, business administration, related field or equivalent work experience



  • 10 or more years of experience in IT or business/industry
  • Three or more years of leadership responsibilities, including strategy, budgeting and staffing
  • Demonstrated experience of influencing key stakeholders across the organization and within complex contexts
  • Preferably proven experience or demonstrated capability in leading IT transformational initiatives in complex, dynamic environments where agile was applied at scale


  • Exceptional leadership skills, with the ability to develop and communicate an I&O vision that inspires and motivates staff and aligns with the IT and business strategy
  • Effective influencing and negotiation skills in an environment where resources required for success may not be in direct control of this role
  • Excellent analytical, strategic conceptual thinking, strategic planning and execution skills
  • Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units
  • Ability to build consensus, making decisions based on many variables, and gain support for major initiatives.
  • Strong sense of self, ethics and effort, as well as the willingness to go the extra mile to achieve important goals.
  • Ability to develop staff including coaching, mentoring and performance management
  • Expertise in budget planning and financial management, preferably with showback and/or chargeback models
  • Deep understanding of current and emerging I&O technologies and practices, and how other enterprises are employing them
  • Knowledgeable in how to apply I&O capabilities to achieve regulatory or statutory compliance requirements.
  • Expertise in establishing and improving DevOps, as well as other working practices (e.g., ITIL).
  • Demonstrated ability to develop and execute a strategic staffing plan that ensures the right people are in the right roles at the right time, and employees are highly engaged and satisfied
  • Experienced in leading cloud adoption (at scale), including establishing governance mechanisms, delivering migration projects and modifying I&O’s target operating model.
  • Experience of developing governance practices to track and measure the quality of services, and maintain service improvement plans.
  • Strong third-party management skills, working closely with sourcing and vendor managers.
  • Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts to the I&O workforce


  • Competitive base compensation
  • Health benefits & 401K with employer match
  • Employer paid continuing education courses and designations
  • Many opportunities for career advancement

About Our Company

The H.W. Kaufman Group is a global, forward-thinking specialty insurance organization that includes 15 companies with more than 2,000 professionals at 60 offices across the U.S., Canada and UK. With an ever-broadening group of companies in our portfolio, there is simply not a more unique professional experience in the specialty insurance business than joining one of the H.W. Kaufman Group organizations.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed