Head of Infrastructure and Operations

**Winc** is a company that exists to inspire millions of people in Australia with new and better ways to work and learn. From office, school, facilities and safety essentials, services like print and marketing, to demonstrating what more is possible with our technology and workspace solutions, Winc has a wide product range that can be tailored to our customers’ needs.

The **Head of Infrastructure and Operations** is a key role that ensures the secure and reliable operation of all technology systems, ongoing strategic development of IT Infrastructure capabilities, adoption of new technologies, provisioning and delivering of great end-user services.

**In this role you will be responsible for**:
**1.** **Define and implement the overall IT infrastructure and operations strategy and roadmap**
- Collaborate with key business owners and technology managers to identify their IT infrastructure needs and develop a roadmap for their implementation
- Implement new approaches to increase reliability and flexibility, and to lower costs of the IT infrastructure platform by optimising the current platform, adopting new technologies and utilising effective vendor services

**2.** **Provide a reliable, flexible and cost-effective IT infrastructure platform**
- Provide a reliable IT infrastructure platform which meets the business SLAs
- Oversee the monitoring, maintenance, upgrade and administration of all IT infrastructure systems
- Ensure an effective disaster recovery approach is in place
- Ensure that IT assets are managed effectively throughout their life-cycle
- Optimise the operational and capital expenditures to achieve a lowest total cost of ownership/operation for hardware, software and services for a targeted service level

**3.** **Ensure that the IT environment is secure from internal and external threats**
- Identify required operational activities (e.g. monitoring, patching, incident response) and enhancement initiatives to ensure ongoing platform and data security
- Ensure compliance with PCI-DSS and PII Legislation
- Provide end-users with great computers, peripherals and communication devices which enables easy system access, high connectivity, ergonomic use and maximises user productivity

**5.** **Manage the end-user service and incident management provisioning**
- Ensure service level agreements for key systems and end-user services are defined
- Optimise the end-user service provisioning by pursuing ITIL best practices
- Ensure an effective incident management coordination, communication and resolution
- Provide on-site technology support in key company locations

**6.** **Foster a culture of embracing technology and technology-led innovation**
- Promote a culture across the organisation which embraces technology and technology-led innovation for increasing effectiveness, better end-user experience, and provisioning of better services to our customers and partners
- Proactively engage with key stakeholders and end-users to understand their needs and satisfaction with tools and services provided by the IT Infrastructure and Operations team
- Initiate activities to lift the capabilities across the organisation (e.g. user skills) to embrace and benefit from technology adoption

**7.** **Manage IT infrastructure and operations vendor relationships**
- Maintain relationships with relevant technology partners providing IT infrastructure and operations related services
- Leverage partners to provide innovation into the business

**Skills & Experience Required**:

- Experience in IT infrastructure design and operations, particularly in a cloud based environment utilising servers, storage, databases, networks, communications, printing, security, end-user device management
- Experience in IT operations including service desk management, problem and incident management, change management, continuous improvement
- Minimum of 5 years’ experience in a senior IT management role
- High level of service orientation and stakeholder management
- High attention to detail, accuracy and consistency
- Knowledge of ITIL methodology
- Experience with common management tools and infrastructure technologies
- Advanced skills in problem identification and resolution management

**Working with us**

We believe we’re better and smarter together and our values reflect our commitment to creating a welcoming, diverse and inclusive environment.

We all reap the rewards of diversity with gender equity across teams, senior management and internal promotions as just the beginning.

We are committed to First Nations empowerment and support and clear on our responsibility to take action to address the imbalance in opportunities.

We are focused on working towards a more sustainable future with our Winc Social Agenda - our plan to make a difference across six pillars of social responsibility (Safe Work Practices, Gender Equity, First Nations Empowerment and Support, Climate Change, Responsible Packaging/Management of Waster and Ethic