Senior Infrastructure Operations Manager

Senior Manager, IT Infrastructure and ServicesAculocity operates as the technology arm of GVW Group. Aculocity supports seven operating companies across a global footprint, including four primary locations, two of which are manufacturing plants. Operations span North America, South Africa, Costa Rica, and India, requiring strong operational discipline, cultural awareness, and execution in tightly integrated IT and IT/OT environments. Role Summary This role is the senior operational leader for IT Infrastructure and Services across GVW Group. The role is accountable for day-to-day operational execution, service reliability, scalability, and discipline across enterprise infrastructure, cloud platforms, identity, networks, and end-user services. This is a hands-on leadership role, not a purely strategic or oversight position. The Senior Manager is expected to remain deeply engaged in operations, personally involved in major incidents, escalations, and complex technical decisions, while building and enforcing a disciplined, execution-focused operating model. This role owns operational outcomes, not security strategy or budgets, and acts as the senior escalation and execution authority for infrastructure and service operations across a global manufacturing environment. The role is expected to use and operationally manage AI-enabled tools and platforms to improve efficiency, reliability, and execution across IT operations and supported business services. Key Responsibilities Infrastructure & Service Operations Own end-to-end operational performance across on-premises and cloud infrastructure, identity platforms, networks, and end-user computing Ensure operational readiness and stability for ERP, PLM, CAD, and manufacturing-adjacent systems Oversee virtualization, backups, core network services, and platform availability Act as the senior escalation point for production incidents and systemic failures Surface operational risks, capacity constraints, and technical debt with clear remediation paths Partner with Security to ensure controls are operationally executed as designed Operational Leadership & Execution Run daily IT operations across all supported operating companies Own incident response, escalation handling, and root cause analysis, using AI-enabled monitoring, correlation, and automation where it improves outcomes Translate executive direction and priorities into clear, executable operational plans Enforce accountability, ownership, and follow-through in lean, high-demand environments Maintain operational discipline under pressure and during sustained incidents Proactively identify and eliminate systemic operational weaknesses AI-Enabled Operations & Execution Apply AI and automation to reduce manual operational work, accelerate incident detection and resolution, and improve service predictability Ensure AI-enabled operational tools (monitoring, service desk, analytics, automation) are production-ready, governed, and reliable Operationally manage AI platforms and workloads used by the business, ensuring availability, performance, and cost discipline Integrate AI outputs into daily operational decision-making, incident response, and capacity planning Partner with Data, Security, and Applications teams to ensure AI usage is safe, observable, and aligned with production requirements Prevent uncontrolled or unsafe AI usage that introduces operational, security, or compliance risk Helpdesk & End-User Services Own the helpdesk function and its performance across all supported entities Define, enforce, and continuously improve service standards, SLAs, and escalation paths Ensure predictable, high-quality support for a globally distributed and culturally diverse user base Drive reduction of repetitive and manual work through automation and AI-assisted service workflows Provide concise monthly and on-demand operational reporting focused on trends, risks, and failures Hands-On Technical Leadership Participate directly in major incidents, escalations, and complex troubleshooting Maintain deep, current working knowledge of the supported infrastructure, platforms, and the AI-enabled tools used to operate them Lead by example through direct technical engagement, not delegation Make informed decisions with incomplete information when required People Leadership & Capability Building Manage up to four direct reports, with additional indirect oversight as required Delegate effectively while retaining accountability for outcomes Set clear expectations and address underperformance directly Ensure team capabilities align with real operational demand, not tool ownership or titles Build an execution-oriented, resilient operations team Process, Governance & Discipline Own and enforce operational processes for incident, change, and asset management Maintain concise, factual reporting focused on risks, failures, trends, and corrective actions Eliminate ambiguity in ownership, accountability, and escalation paths Ensure operational processes scale across regions while remaining practical Cross-Functional & Manufacturing Alignment Act as the primary operational interface between Infrastructure, Security, Applications, Data, and Manufacturing stakeholders Balance global standards with local operational realities Push back on unworkable, unsafe, or operationally unsound requests Support tightly coupled IT/OT environments with production awareness Required Experience 12+ years in infrastructure, systems, or IT operations 7+ years in senior, hands-on operational leadership roles Direct ownership of helpdesk and end-user service delivery Experience supporting manufacturing, industrial, or engineering-heavy environments Proven success operating in lean, high-demand organizations Required Capabilities Strong operational judgment, prioritization, and execution discipline Calm, decisive leadership under sustained pressure Willingness and ability to remain technically hands-on Comfortable making decisions with incomplete information Direct, concise communication style Low tolerance for operational ambiguity or chronic failure Professional curiosity and continuous improvement mindset Preferred Experience Global or multi-region IT operations responsibility ERP, PLM, CAD, and engineering toolchains Automotive or heavy manufacturing exposure IT/OT convergence environments Reporting & Accountability Reports to: Senior Director of Infrastructure & Security Direct reports: Up to four senior leads or managers On-call: Senior escalation participation as required