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Infrastructure Director

Date Posted: Jul 23, 2019

Location: Querétaro, QUE, MX, 76100

Company: MetLife

Summary of Position Responsibilities:

The Global Infrastructure Services (GIS) Regional Integration Lead is accountable for ensuring consistent, quality service delivery for IT Infrastructure across the LatAm region. The successful candidate will be responsible for defining and delivering the strategic roadmap for the global infrastructure service, in addition to representing specific country needs within the regional technology hub in Queretaro, Mexico. With a strong focus on operational excellence, the Regional Service Integration Lead will lead the country based IT leadership and global subject matter experts to ensure quality of service and delivery of business requirements.


A highly visible role reporting directly to the LatAm CTO; this position is a key part of the team driving major change across the region and the globe.  The successful individual coordinates and responds to all internal and external requests and acts as proxy for matters of specific organizational importance.  The position collaborates with peers in all regions, ensuring consistency of service. The position also interacts with Global Technology and Operations Executive Leadership Team, and many other senior leaders across the organization.


Dimensions of Position:

1. In collaboration with GIS country infrastructure leaders and country service integration leads, responsible for maintaining thorough knowledge of customer business plans and objectives. Assist customers in identifying the infrastructure requirements needed to accomplish stated objectives and facilitate GITO delivery of those initiatives. 

2. Understand global/regional GITO initiatives and carrying out impact analysis for affected LatAm countries (e.g. how will this solution work? How will we implement it in this country? What are the conflicts?)

3. Understand the MetLife technology stack and collaborate with Global engineering and Architecture to deliver high quality, innovative, cost effective technology infrastructure solutions

4. Advocate for strategic change and alignment across the region. 

5. Co-ordinate cross functional resources to manage escalations.

6. Assist in development of business case justifications for strategic international infrastructure projects.

7. Facilitate recurring department internal meetings and assure action plans are fully developed and assigned to the appropriate departmental executives.

8. Position assures that the value delivered by each infrastructure department is aligned to maximize synergies and enterprise leverage. 

9. Regular performance and strategic reporting to executive management with high visibility and broad impact to the profitability of MetLife business units. 

10. Drive towards integration-related decisions with an understanding of the impact to MetLife business-as-usual activities and resources.

11. Coordinate GIS Financial planning and reporting



Principal Accountabilities of Position:

1. Provide working sponsorship of infrastructure initiatives across multiple countries.

2. Create a strong disciplined approach to infrastructure integration activities. This will drive issue resolution, decision-making and accountability.

3. Develop executive communication including presentations, as well as internal (within IT) and external (outside IT) communications.

4. Position requires innovative and analytical thinking and is responsible for facilitating root cause analysis, preparing and implementing action plans, and leading improvement initiatives. Responsible for maintaining momentum and ensuring project deliverables are met.

5. Drives tangible and measurable improvements of key processes through the leadership, training, and mentoring change agents and/or top talent.

6. Contribute and take responsibility for monthly financial review of the GIS organization in LatAm.

7. Continually work to identify cost saving initiatives to reduce/control expenses; particularly in leveraging global vendors

8. Promote connected relationships across the MetLife GT organization globally.

9. Effectively operate and manage in a matrix organization


Knowledge/Skills/Competencies Required:

(Reflects professional, technical, and human relations skills required for the position.)

Constantly delivers on extremely aggressive and complex initiatives; effectively partners with both internal and external organizations to collaborate and deliver solutions to the business; responds well in pressure situations and is result-oriented.


Additional skills:

• Bi-Lingual: English and Spanish

• In depth understanding of IT infrastructure management.

• Teamwork/collaboration;

• Exceptional written and oral communication skills;

• Ability to motivate and lead teams

• Adaptability to change; managing smooth transition from current to desired state;

• Self-directed and highly motivated;

• Demonstrable experience interacting with executive management;

• Ability to manage multiple priorities;

• Demand and Portfolio management

• IT Service Management (ITIL)

• Strong public speaking, writing and presentation skills;

• Strong Project management and coordination skills;

• Ability to work and influence peers, team members and senior management; and solid negotiation and consensus building skills

• Organization, presentation and customer service skills.

• Strategic thinker: conceive, plan and manage information technology to support complex business initiatives


Preferred Experience:

• Bachelor's Degree in Business, Computer Science, or Information Systems.  

• 8 + years’ experience that includes analysis, development, and execution of business strategies within a complex organization (preferably in the technology industry) or equivalent combination of education and experience.

• Previous experience in an IT consultancy / service management position preferred.

• Experience in a multinational organization, delivering IT services across geographies.


Anticipated Travel: 25%