Senior Infrastructure Operations Manager

DescriptionAculocity 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 SummaryThis 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 ResponsibilitiesInfrastructure & Service OperationsOwn end-to-end operational performance across on-premises and cloud infrastructure, identity platforms, networks, and end-user computingEnsure operational readiness and stability for ERP, PLM, CAD, and manufacturing-adjacent systemsOversee virtualization, backups, core network services, and platform availabilityAct as the senior escalation point for production incidents and systemic failuresSurface operational risks, capacity constraints, and technical debt with clear remediation pathsPartner with Security to ensure controls are operationally executed as designedOperational Leadership & ExecutionRun daily IT operations across all supported operating companiesOwn incident response, escalation handling, and root cause analysis, using AI-enabled monitoring, correlation, and automation where it improves outcomesTranslate executive direction and priorities into clear, executable operational plansEnforce accountability, ownership, and follow-through in lean, high-demand environmentsMaintain operational discipline under pressure and during sustained incidentsProactively identify and eliminate systemic operational weaknessesAI-Enabled Operations & ExecutionApply AI and automation to reduce manual operational work, accelerate incident detection and resolution, and improve service predictabilityEnsure AI-enabled operational tools (monitoring, service desk, analytics, automation) are production-ready, governed, and reliableOperationally manage AI platforms and workloads used by the business, ensuring availability, performance, and cost disciplineIntegrate AI outputs into daily operational decision-making, incident response, and capacity planningPartner with Data, Security, and Applications teams to ensure AI usage is safe, observable, and aligned with production requirementsPrevent uncontrolled or unsafe AI usage that introduces operational, security, or compliance riskHelpdesk & End-User ServicesOwn the helpdesk function and its performance across all supported entitiesDefine, enforce, and continuously improve service standards, SLAs, and escalation pathsEnsure predictable, high-quality support for a globally distributed and culturally diverse user baseDrive reduction of repetitive and manual work through automation and AI-assisted service workflowsProvide concise monthly and on-demand operational reporting focused on trends, risks, and failuresHands-On Technical LeadershipParticipate directly in major incidents, escalations, and complex troubleshootingMaintain deep, current working knowledge of the supported infrastructure, platforms, and the AI-enabled tools used to operate themLead by example through direct technical engagement, not delegationMake informed decisions with incomplete information when requiredPeople Leadership & Capability BuildingManage up to four direct reports, with additional indirect oversight as requiredDelegate effectively while retaining accountability for outcomesSet clear expectations and address underperformance directlyEnsure team capabilities align with real operational demand, not tool ownership or titlesBuild an execution-oriented, resilient operations teamProcess, Governance & DisciplineOwn and enforce operational processes for incident, change, and asset managementMaintain concise, factual reporting focused on risks, failures, trends, and corrective actionsEliminate ambiguity in ownership, accountability, and escalation pathsEnsure operational processes scale across regions while remaining practicalCross-Functional & Manufacturing AlignmentAct as the primary operational interface between Infrastructure, Security, Applications, Data, and Manufacturing stakeholdersBalance global standards with local operational realitiesPush back on unworkable, unsafe, or operationally unsound requestsSupport tightly coupled IT/OT environments with production awarenessRequired Experience12+ years in infrastructure, systems, or IT operations7+ years in senior, hands-on operational leadership rolesDirect ownership of helpdesk and end-user service deliveryExperience supporting manufacturing, industrial, or engineering-heavy environmentsProven success operating in lean, high-demand organizationsRequired CapabilitiesStrong operational judgment, prioritization, and execution disciplineCalm, decisive leadership under sustained pressureWillingness and ability to remain technically hands-onComfortable making decisions with incomplete informationDirect, concise communication styleLow tolerance for operational ambiguity or chronic failureProfessional curiosity and continuous improvement mindsetPreferred ExperienceGlobal or multi-region IT operations responsibilityERP, PLM, CAD, and engineering toolchainsAutomotive or heavy manufacturing exposureIT/OT convergence environmentsReporting & AccountabilityReports to: Senior Director of Infrastructure & SecurityDirect reports: Up to four senior leads or managersOn-call: Senior escalation participation as required