Engineering Director, IT Infrastructure and Operations

Overview

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. We are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you.

From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

Engineering Director, IT Infrastructure and Operations

We are seeking a highly experienced and strategic Engineering Director to lead our IT Infrastructure and Operations team. This role is crucial in ensuring the reliability, scalability, and security of our IT systems and services. The ideal candidate will have a strong background in managing complex IT environments. This includes a focus on modern infrastructure, automation, and user experience.

• Own, create, and execute a strategic vision for our global IT infrastructure that will scale to support our company as it grows.
• Own the ITIL framework. Lead the adoption and maturation of key ITIL processes, including Incident Management, Problem Management, Change Enablement, and Service Request Management.
• Challenge the status quo and don’t settle for what we’ve always done.
• Focus on automation and eliminate manual solutions wherever possible.
• Collaborate with leaders across the company and world to understand how we can provide them with an amazing IT experience.
• Use data to understand how we can improve our efficiency and the customer experience.

• As our company grows, your team will grow along with it.
• You will own the vision and direction for our Infrastructure and Operations team and will have input on how the team’s scope will grow.

• Define and implement strategies for managing and securing a diverse fleet of endpoints, including laptops, desktops, and mobile devices, with a focus on Apple devices.
• Oversee the deployment, configuration, and maintenance of endpoint management tools and systems.
• Design, implement, and maintain scalable and secure corporate network infrastructure across multiple locations.
• Monitor network performance and troubleshoot issues to ensure high availability and optimal throughput.
• Lead the selection, implementation, and management of collaboration platforms (e.g., video conferencing, messaging, document sharing).
• Stay informed on emerging collaboration technologies and recommend strategic adoption.
• Develop and implement automated processes and tooling for employee onboarding and offboarding, focusing on efficient Service Request fulfillment and access provisioning.
• Oversee the operations of the global IT Service Desk, ensuring timely and effective resolution of user issues in alignment with Incident and Service Request Management processes.
• Lead the Problem Management process to identify and address the root causes of recurring incidents, preventing future disruptions.
• Direct the Change Enablement process to ensure changes to our IT environment are planned, tested, and implemented with minimal risk and disruption.
• Establish and monitor key performance indicators (KPIs) for service desk efficiency and customer satisfaction.

• Bachelor's degree in Computer Science, Information Technology, or a related field;
  Master’s degree preferred.
• Minimum of 10 years of experience in IT infrastructure and operations, with at least 5 years in a leadership role.
• Proven experience in managing and scaling IT systems in a…