LOCATION:  Waltham, MA; Chicago, IL; Riverwoods, IL; St Cloud, MN; New York, NY; Philadelphia, PA; Denver, CO; Madison, WI; Indianapolis, IN

Hybrid – 8 days a month in the office

Wolters Kluwer Global Business Services (GBS) is designed to provide services to 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 achieve results and enhance operational efficiencies. There is a constant endeavor to benchmark against the best industry standards to improve the quality of deliverables, increase cost savings, enhance productivity and reduce time to market for products and applications.

We're looking for an Associate Director, IT Operations (Health Infrastructure Portfolio Management) within our Global Business Services division!

You will help transform our application operations towards a DevSecOps, lean-agile practices, using AI-augmented Site Reliability Engineering (SRE) to guide unparalleled efficiency, resilience, and innovation.

This will be achieved by promoting collaboration with the business units, project teams and internal/external groups to manage the applications operations processes and environments.

The Associate Director, IT Operations (GBS Infrastructure Portfolio Management) is accountable for the managing application operations and the environments in which they reside with their scope of the Health portfolio. This includes areas such as DevSecOps, SRE, FinOPS, Technical Debt and Observability.

You will deliver cloud-focused operations, with an automated first approach, focusing on product centricity. You will be challenged to integrate AI and agile methodologies, create a dynamic, responsive environment that balances reliability with optimal performance and security, delivering value to our stakeholders.

You will be required to have proficiency in formulating IT strategies, communication, and resource planning to support business unit’s demands and usage of IT services across Wolters Kluwer.

You will develop a detail understanding of the application portfolio its used technologies, business capabilities and skillsets required to support the application for the BUs within the respective divisions.

Essential Duties and responsibilities

Provide leadership, vision and direction to the IT Operations, GBS Infrastructure Portfolio Management and GBS organizations to ensure they will contribute to the company achieving its goals.

Work with CTOs, BRMs and other IT leaders to develop overall IT strategy in the context of the business strategy and initiatives of the respective division.

Develop productive relationships with business leaders and application managers across the organization to influence how applications can enable new sources of value.

Serve as a change agent, to help the BUs within the respective division and Wolters Kluwer to modernize the applications and its capabilities in alignment with the WK DevSecOPS practice.

Provide architecture and engineering advisory as part of IT Operations in Infrastructure Portfolio Management Systems on an as needed basis.

Define and enhance methodologies and practices for the infrastructure and application life cycle management following best practice and practical experience of continuous improvement.

Ensure that application processes (including those of external service providers) are conducted following corporate social responsibility, environmental and technical policies and applicable standards and legislation.

Lead in incident resolution for supported Applications.

Manage application group personnel, developing their skills and capabilities to meet our needs, and build on existing recruiting capabilities to address new needs and skills gaps.

Work with product management to implement and manage application product roadmaps status reporting, metrics and benchmarks.

Manage relationships with major vendors and service providers to ensure they meet our needs in a cost-effective manner.

Conduct regular surveys of stakeholder satisfaction with application products, publish the results and, where necessary, implement action plans to improve satisfaction.

Implement operational readiness process for the portfolio of applications in the Health division to ensure quality of services in production and development environments.

Support GBS in creating and implementing a strategy for the Global IT Services.

Develop senior leadership for the Infrastructure Portfolio Management mission and strategies for the Global IT organization.

Provide the description, mission, process objectives and metrics to measure success.

Communicate objectives and concepts internally and externally.

Ensure that the various Infrastructure Portfolio Management roles across IT technical domains and teams have adequate resources to execute in a way that conforms with best practices and meets the needs of the organization.

Arbitrate disputes over the allocation of responsibilities.

Champion awareness and acceptance of the Infrastructure Portfolio Management processes among IT senior management.

Obtain business and IT senior management support for the Infrastructure Portfolio Management processes and its associated procedures.

Liaise with other process owners to establish integration and collaboration (such as incident, problem, change, request, problem, configuration, and release management, etc.).

Perform high-level monitoring and review of critical success factors (CSFs) and key performance indicators (KPIs) such as DORA, that are specific to the execution of the service management processes.

Develop continuous improvement measurements for the Infrastructure Portfolio Management processes, including CSFs, KPIs and associated metrics.

Build partnerships and partnering with other IT team leaders to determine training requirements the delivery of the training to appropriate teams.

Lead teams to plan and resource and support multiple Business Units and GBS IT teams’ requirements.

Requirements:

Bachelor's or Master's degree in computer science, Information Technology or equivalent degree; or work equivalent experience required.

Minimum 10 years broad Information Technology experience.

Proven ability to build and manage relationships in a matrixed environment.

Strong organizational skills: ability to manage multiple projects with competing demands for resources.

Experience modernizing production environments to deliver higher resilience, availability, and disaster recovery capabilities.

Experience with mergers and acquisitions.

Experience as a trusted advisor to partners (BU leadership, Divisional leadership, and application development leads).

Experience application and datacenter modernization projects.

Proficiency in process formulation and communication..

Strong analytical and business management skills

Proficiency in working in a fast-paced, complex, dynamic and multicultural business environment.

Ability to build relationships and influence individuals at all levels of the organization.

In-depth knowledge of system management processes, leadership and interpersonal skills and experience.

Excellent verbal and written communication skills and experience.

Demonstrated experience in mentoring, coaching, performance feedback, regular evaluation.

Demonstrated analytical and problem-solving skills.

Experience with ITIL and ITSM Processes.

Experience with application life cycle Processes.

Experience with traditional and Cloud operational processes.

Demonstrated experience working with several geographically diverse associates and vendor partners.

Demonstrated budget management, tracking and forecasting experience.

Demonstrated on-time and on-budget system delivery experience.

Knowledge of organization policies and procedures.

Occasional domestic or international travel up to 33%.

#LI-Hybrid

Benefits:

A comprehensive benefits package that begins your first day of employment. Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - https://www.mywolterskluwerbenefits.com/index.html 

Diversity Matters

Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.

Compensation:

Target salary range CA, CT, CO, HI, NY, WA: $147,200-$208,350
 

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.