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Wolters Kluwer Director, IT Infrastructure & Operations in Boston, Massachusetts

Wolters Kluwer Global Business Services is designed to provide services to the business units in the areas of technology, sourcing, procurement, legal, finance, and human resources. These global centers promote team collaboration using best practices around a specific focus area to drive results and enhance operational efficiencies. There is a constant endeavor to benchmark against best-in-class industry standards to improve the quality of deliverables, increase cost savings, enhance productivity and reduce time to market for products and applications.

  • We have a Director, IT Infrastructure & Operations position based in North America open in our Global Business Services Division ! The Director, IT Infrastructure & Operations acts as the global leader for Incident, Problem & Change Management function, providing direction and guidance to internal and third-party personnel involved, enabling smooth and expedient resolution of incidents and deployment of technical changes to the production infrastructure globally to meet our client’s business needs. Global Business Services has embarked on a multi-year Journey to the Cloud and the Director, IT Infrastructure & Operations will play a key role in assisting Wolters Kluwer Business Units in making this transition.This position provides direct leadership to ITSM personnel globally involved in Incident, Problem & Change management activities. It is a technical and functional role, combining industry knowledge of best practices in IT service management and hosting technology with day-to-day management of internal and external ITSM team personnel providing support to traditional & cloud environments. In addition, this critical role sits at the Director level, and reports directly to the Global Business Services Global Hosting Lead.Infrastructure Hosting Operations Support Process Leadership:

  • Builds and maintains strong relationships with IT Operations Teams and BU Application teams

  • Provides transparent communication on both a strategic and an operational level to BU and GBS personnel

  • Provides direct leadership to ITSM personnel (both internal and third party) globally to ensure that defined procedures are used for management of Incidents, Problem and Change Management function.

  • Maintains & leverages a formal process and capability

  • Develops, shares, and leverages best practices

  • Monitors the efficiency and quality of the of the Incidents, Problem and Change Management process globally using metric based KPI’s and implements process revisions to drive continuous improvement.

  • Sets up and chairs Change Approval Boards (CABs) and Emergency Change Approval Boards (ECABs) globally for the traditional and cloud environments

  • Works with GBS peers and Divisions on annual Technology Planning Process (TPP), and divisional VSPs, GBS VSPs and budget

  • Ensures Standard Operating Procedures and deployed configurations are consistent with security policies and high availability service level objectives.Education:Required: Bachelor’s degree; Strongly preferred in Computer Science, Information Technology or equivalentPreferred: Masters’ Degree or MBAExperienceRequired:

  • Minimum of 15 years’ experience information technology industry

  • Relevant experience 10+ yr. in managing complex IT landscapes and different IT teams

  • Demonstrated 5+ years in managing global organizations

  • Demonstrated 10+ years of staff management, development, and mentoring

  • Minimum 7+ years of project management experience

  • Minimum 5+ years’ experience in the delivery of infrastructure services either using a shared services model within an internal Infrastructure organization or as a Service Delivery Manager for a major Infrastructure services supplier.

  • Experience training, coaching, giving performance feedback, and providing regular evaluation for associates as to the requirements for all team members to achieve success

  • Proven, successful ability to influence Technology Leadership, Product Teams and Supplier Personnel.

  • Experience working with team members and colleagues from different countries & cultures

  • Able to use metrics and KPI’s to monitor the effectiveness of the function

  • Exhibited broad technical knowledge across each major hosting solution; traditional, private cloud and public cloud. Direct operational experience with private and public cloud technologies is required

  • Knowledgeable in current technology trends including the impact of cloud and operations automation on IT Operations, Dev/Ops and Service Delivery

  • Exhibited operational experience, preferred within a global environment.

  • Experienced in SOC 1 and SOC 2 certification for traditional and cloud infrastructure operating environments

  • Experience leading teams of delivery personnel, reflecting a history of successful project execution.

  • Proficiency in demand management and capacity forecasting with the ability to develop cost effective plans to meet changing business needs and identify savings opportunities.

  • Ability to implement cost effective solutions to meet changing business needs and realize savings.

  • Must have strong communications and relationship skills with the ability to interact effectively with senior leadership.

  • Verify capacity of services and the components are able to deliver agreed Service Level targets in an efficient and effective manner;

  • Contribute and validate the disaster recovery plans, control the periodic tests and execute in case of DRPreferred:

  • Proven experience with mergers and acquisitions activities

  • Proficiency in process formulation and communication

  • Experience leading teams of delivery personnel, reflecting a history of successful project execution.

  • Strong analytical and business management skillsTravel and Location Requirements:Travel is expected no more than 20-30% of time spent in position but may increase or decrease due to the needs of the business.


Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.