VP Infrastructure and IT Operations
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Curaleaf Holdings, Inc. (CSE: CURA) (OTCQX: CURLF) (Curaleaf) is a leading U.S. provider of consumer products in cannabis, with a mission to improve lives by providing clarity around cannabis and confidence around consumption. As a vertically integrated, high-growth cannabis operator known for quality, expertise, and reliability, the company and its brands, including Curaleaf and Select provide industry-leading service, product selection, and accessibility across the medical and adult-use markets. Curaleaf currently operates in 23 states with 106 dispensaries, 22 cultivation sites, and over 30 processing sites, and employs over 4,600 team members across the United States. Home | Curaleaf | Cannabis with Confidence
Our corporate social responsibility is Rooted In Good Diversity, Equity, Inclusion + Social Equity + Sustainability Social Responsibility | Curaleaf | Cannabis with Confidence We believe in taking corporate and social responsibility very seriously, from our educational outreach to national partnerships, state-wide initiatives and local causes. Giving back to the communities where we operate is important to us, and helps to change old attitudes by showing the positive impact of cannabis in creating jobs, changing lives, and helping local communities.
We educate. We advocate. We give.
The Vice President of Infrastructure and IT Operations is responsible for the vision, direction and leadership of the infrastructure environment and IT operations, including Network, Cloud Platforms, Telecom Services, Storage & Capacity Management, Messaging, Service Desk and Onsite Support. The VP creates and enforces standards, SLAs, policies and procedures and performance metrics to ensure the availability, integrity, and stability of IT infrastructure and services. The VP works closely with Operations Business Management, Construction and IT peers to ensure successful delivery of IT services.
*This person can be based anywhere in the U.S. and work 100% remote*
Provide technical design, drive innovation and provide architectural leadership to their teams, consisting of internal, managed service and contract resources globally, to ensure high quality deployment of infrastructure that meet business requirements and internal standards
Develop, track and ensure adherence to SLAs and other performance metrics
Responsible for monthly performance reporting for all operations
Oversight of helpdesk providing Tier 1 telephone and email support to uses
Oversight of tier 1 and tier 2 staff and processes including the triage, monitoring of tickets for completeness and timeliness of completion in accordance with support level agreements
Ensure customer SLAs, communication protocols and contractual agreements regarding service interruptions are adhered to
Implement and champion a global change process
Define and implement SOP standards, training opportunities and handoff of items that level1 and level2 support groups should take over from level 3 teams
Partner with IT leaders to deliver service and support for the environment based on approved service levels
Continuously identify and address SLA deficiencies and recurring issues
Continuously look to move support left from level3 to level0; using automation, training. FAQs, etc.
Develop and implement global IT Desktop policies and standards and manage Tech Refresh budget and schedule
Oversee the IT procurement and invoicing process, maintaining accurate tracking of spend, assets and contracts
Participate and contribute to the development of business cases required to drive the necessary investments in the global operational environment
Hire and develop talent of infrastructure, help desk and onsite support resources
Create advancement opportunities and career growth availability for employees, review existing org and make changes where appropriate to rectify any identified issues
Develop, approve, maintain and enforce IT policies and procedures
Interact with all levels of internal and/or external leaders
Strategically develop and operationally employ industry best practices for ITIL in areas such as: Incident, Problem, Release, Change, CMDB and Asset Management
Bachelor's Degree in Computer Science or equivalent work experience
5+ years in IT senior management
10+ years’ experience infrastructure and IT operations roles
Strong ITIL process management experience
Strong knowledge of performance management techniques for IT Operations
Experience in Cloud infrastructure environment
Strong Knowledge of Microsoft 0365 preferred
Strong Knowledge of Microsoft Azure environment preferred
Experience creating and managing a strong Helpdesk
Demonstrable experience managing matrixed resources and the ability to influence
Ability to develop teams and lead people in a decentralized environment
Strong IT Technical knowledge, business acumen and process skills
Excellent communication and relationship management skills
Comfortable in diverse, fast-paced and rapidly changing business environment
Ability to work cross culturally
ITIL / HDI Foundations/training
Experience in retail strongly preferred
Subject to background check per state cannabis requirements
Curaleaf is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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Cannabis with confidence