VP of Enterprise Infrastructure & Operations

Since 1927 the Mariner Finance family of companies has provided customers with creative flexible and convenient lending options. Headquartered in Baltimore Mariner Finance operates coast-to-coast with physical locations in over half the states. With a growing number of employees superior customer service remains the cornerstone of our business and we pride ourselves in delivering a variety of loans with an enhanced focus on exceptional service. We work with customers to find options that are beneficial to their specific needs which is why we are recognized by our customers as one of the communitys consumer finance companies of choice.

In this role you will...

Be responsible for leading the organizations enterprise infrastructure platform reliability and IT operations functions including Service Desk Systems/Infrastructure Network Telecom End-User Computing Cloud and Platform Engineering DevOps Platform Services and Reliability Engineering. Provide strategic and operational leadership to ensure enterprise technology services are reliable scalable secure cost-effective resilient and aligned with business and engineering priorities.

Build and lead a metric-driven organization focused on service quality platform reliability operational resilience infrastructure performance automation developer enablement and continuous improvement. Oversee enterprise cloud platforms shared platform services infrastructure-as-code observability service reliability governance vendor performance operational budgets and cross-functional partnerships to ensure technology platforms and services effectively support business outcomes engineering productivity and long-term organizational growth.

Responsibilities and Duties:

• Lead and manage Enterprise Infrastructure and IT Operations functions including Service Desk Systems/Infrastructure Network Telecom End-User Computing Cloud and Platform Engineering DevOps Platform Services and Reliability Engineering.
• Serve as a key advisor to senior leadership on matters of strategic and operational technology importance influencing decision-making and driving proactive initiatives that strengthen service reliability infrastructure resilience scalability security alignment and business continuity.
• Develop and execute Enterprise Infrastructure and IT Operations strategies aligned with business goals delivering measurable improvements in service quality reliability scalability efficiency cost optimization and business continuity.
• Build and operate a metric-driven Enterprise Infrastructure and IT Operations organization defining KPIs that measure service quality platform reliability infrastructure performance user experience operational resilience and cost efficiency.
• Ensure high availability performance reliability and scalability of enterprise systems networks telecom services cloud platforms shared platform services and end-user environments.
• Establish and enforce IT service management processes including Incident Problem Change and Request to drive consistency accountability and continuous improvement.
• Define and manage service levels including SLAs/SLOs ensuring alignment with business priorities operational dependencies and measurable outcomes.
• Drive continuous improvement in service desk performance including first-call resolution ticket reduction user satisfaction and self-service enablement.
• Oversee infrastructure operations across on-prem and cloud environments including compute storage virtualization backup/recovery enterprise cloud platforms and shared platform services.
• Oversee cloud and platform engineering capabilities including enterprise cloud platforms AWS governance infrastructure-as-code platform automation and shared platform services.
• Oversee DevOps platform services including shared CI/CD tooling deployment platforms engineering runtime services and developer enablement platforms.
• Lead reliability engineering practices including SRE practices operational resilience recovery engineering observability engineering and service reliability governance.
• Establish and maintain platform governance practices including cloud operational standards platform lifecycle governance runtime architecture standards and alignment with enterprise technology standards.
• Drive enterprise service ownership practices including business service mapping operational dependency management service reliability governance and end-to-end accountability for critical technology services.
• Ensure network and telecom reliability scalability and security across all locations and remote workforce environments.
• Manage end-user computing services including device imaging provisioning asset lifecycle management and hardware refresh programs.
• Lead continual optimization of infrastructure technologies platforms services and resource utilization to improve performance scalability resilience and cost efficiency.
• Drive a bias toward automation and technology-first solutions reducing manual processes and increasing operational scalability.
• Leverage automation and AI capabilities to scale Enterprise Infrastructure and IT Operations improve incident response enable predictive operations enhance self-service and improve platform reliability.
• Implement monitoring observability and alerting practices to proactively identify and resolve issues before business impact.
• Manage vendor relationships contracts and service performance across infrastructure cloud platform telecom and end-user services.
• Partner with Information Security to ensure operational compliance with security standards including patching endpoint protection network controls cloud governance platform controls and secure operational practices.
• Develop and manage Enterprise Infrastructure and IT Operations budgets optimizing cost efficiency while maintaining or improving service quality reliability scalability and resilience.
• Establish strong business-oriented partnerships across functions ensuring IT services infrastructure platforms and shared technology services directly support business outcomes and priorities.
• Share knowledge mentor and educate stakeholders with regard to the companys Enterprise Infrastructure and IT Operations initiatives opportunities and challenges.
• Promote the professional growth and development of team members by sharing knowledge mentoring and providing consistent actionable feedback.
• Responsible for managerial matters such as performance appraisals and goal setting promotions salary recommendations and staffing in accordance with the company hiring process personnel policies and budget requirements.
• Perform additional duties as assigned to support evolving business needs.

Required Qualifications:

• Bachelors degree in Computer Science Information Systems or related field; applicable years of experience may be substituted for a bachelors degree.
• Twelve (12) years of experience in the Information Technology field with significant leadership in Enterprise Infrastructure IT Operations Cloud/Platform Engineering Reliability Engineering or related technology operations domains.
• Three (3) years of managerial experience leading or overseeing Enterprise Infrastructure IT Operations Cloud/Platform Engineering Reliability Engineering DevOps Platform Services Service Desk Network Telecom End-User Computing or related technology operations functions working in capacities with decision-making authority and responsibility for coordinating delegating and managing operational activities.
• ITIL Certification Expert or Managing Professional preferred.
• Strong understanding of enterprise infrastructure networking telecom end-user computing cloud platforms platform engineering DevOps platform services reliability engineering and IT service management environments with demonstrated experience improving incident management root cause analysis service optimization and end-to-end service ownership.
• Proven ability to align Enterprise Infrastructure and IT Operations strategies platforms services and initiatives with business priorities operational needs engineering needs and measurable outcomes.
• Strong experience implementing and scaling IT service management frameworks such as ITIL or equivalent.
• Experience establishing or managing cloud and platform governance practices including cloud operational standards platform lifecycle governance infrastructure-as-code automation and runtime architecture standards.
• Experience leading or partnering on DevOps platform services including shared CI/CD tooling deployment platforms engineering runtime services and developer enablement capabilities.
• Experience implementing or overseeing reliability engineering practices including SRE principles operational resilience recovery engineering observability and service reliability governance.
• Experience driving automation and leveraging AI/advanced tooling to improve operational scale platform reliability incident response and efficiency.
• Demonstrated financial discipline in managing operational budgets vendor costs resource utilization and cost optimization initiatives.
• Demonstrated success building metric-driven operations with measurable improvements in reliability platform performance service quality and cost efficiency.
• Proven ability to support and enhance team performance promote engagement and cultivate the professional development of team members.
• Demonstrated proficiency in leading through change executing on major initiatives and leading cross-departmental work.
• Strong experience managing vendors contracts service performance and costs across Enterprise Infrastructure and IT Operations functions.
• Ability to work effectively manage complex projects and multitask successfully in a dynamic fast-paced and complex business environment.
• Strong decision-making and negotiation skills with the ability to use expertise to influence on matters of strategic importance.
• Ability to foster strong relationships influence coach and partner with all levels across the organization.
• Ability to articulate complex information in understandable terms to various audiences. Comfortable presenting data to all levels of leadership and across business functions.
• Highly proficient with Microsoft Office Suite.
• Strong analytical and problem-solving skills with the ability to interpret operational metrics service performance trends platform reliability data dependency risks and business impacts to inform decisions resolve complex issues and drive continuous improvement across Enterprise Infrastructure and IT Operations.
• Demonstrated high level of reliability flexibility and dedication with the ability to adapt quickly to changing priorities and timelines.
• Excellent interpersonal skills necessary to communicate professionally and effectively verbally and in writing with regulatory agencies vendors customers and all levels of company staff.

Preferred Qualifications:

• Experience in financial services or other regulated industries.
• Proven track record implementing automation AIOps and self-service capabilities at scale.
• Experience with observability platforms and predictive operations tooling.
• Familiarity with endpoint management platforms (e.g. Intune SCCM JAMF).
• Experience managing large-scale distributed workforce environments.
• Certifications:
  • Cloud certifications (AWS Azure or GCP).
  • Relevant infrastructure networking or telecom certifications.
  • PMP or equivalent.

Hours of Work:

Work hours will depend on the business hours of the time zone serviced.

To the extent permitted by law the Company may in its sole discretion change the work schedule to address business need.

Physical Demands:

While performing the duties of this job the employee is frequently required to sit for extended periods; reach with hands and arms; and talk or hear. The employee is occasionally required to move about. The employee must occasionally lift and/or move up to twenty (20) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

EEO:

Mariner Finance is an Equal Opportunity Employer and does not discriminate on the basis of race color religion creed sex gender gender identity or expression marital status age religion national origin sexual orientation familial or caregiver status citizenship status status as a victim of domestic violence medical condition genetic information pregnancy physical or mental disability or status as a disabled or Vietnam era must be able to perform the essential duties/functions of the position satisfactorily and if requested reasonable accommodations will be made to enable employees with disabilities to perform the essential duties/functions of their job absent undue workplace.

This job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee. Duties responsibilities and activities may change or new ones may be assigned at any time or without notice.

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