Senior Director, IT Infrastructure and Operations

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The Senior Director, IT – Infrastructure and Operations, will provide the vision and leadership to build the IT Infrastructure and Operations (I&O) function and will play an integral part in leading and driving next-level maturity to enable ongoing growth and future scaling of IT Infrastructure and Operations, at Ultragenyx.  Responsibilities include oversight of IT Platform Architecture, Database and Cloud Management, Hardware and Software Asset Management, Disaster Recovery and IT Business Continuity, Data and Voice Network Management, End User Computing, Audio/Video Technology, Productivity Tools, and Global Service Desk.   

Flex: This role will typically require onsite work 2-3 days each week, or more depending on business needs. In many locations, the business will set certain days each week that Flex employees are required to be onsite.

• Develops and maintains the I&O organization’s strategic road map, ensuring IT capabilities consistently support the organization goals and priorities.  

• Plays a strategic role in the exploration and selection, implementation, and ongoing management of the firm’s software, hardware, and technology support services.  

• Responsible for oversight of Ultragenyx’s technology infrastructure, ensuring proper configuration, implementation, maintenance, and monitoring of sites, network, software, servers, endpoints, database, and file management.  

• Creates and manages the Disaster Recovery Program and IT Business Continuity plans. 

• Drives the direction and strategy for global service desk, executive support, ITSM/ITIL processes and functions, including the ITSM Platform.  

• Develops and maintains a well-structured lifecycle management strategy of all hardware, and software assets, including effective user onboarding and offboarding.  

• Provides oversight for developing, maintaining, and publishing technology standards, procedures, and guidelines for use within Ultragenyx.    

• Partner with Facilities department and ensure full support for all new facilities and office sites, and other worldwide Facilities projects.  

• Effectively collaborates across all IT functional areas – Application Management, Data Management, Information Security and Compliance.  

• Provides direct coaching and mentorship to I&O staff in support of their professional growth.  

• Establishes strong vendor relationships and oversees negotiation and administration of vendors, consultants, and service agreements. 

• Leads the I&O organization in the analysis, enhancement, and tailoring of current practices and existing systems to increase operating efficiencies and reduce costs.  

• Develops and publishes leading indicators, KPIs, and SLAs and ensures appropriate corrective/preventive actions are instituted based on metrics.   

• Establishes and maintains I&O budgets (Opex and Capex) to effectively meet Ultragenyx needs and ensures adherence to company and department financial objectives.  

• Bachelor’s degree in Information Technology or Computer Science or equivalent degree with 15+ years of overall technology operations experience. 

• At least 10+ years of experience in leadership roles.  

• Strong background Pharma/Biotech and GxP environment 

• Demonstrated ability to build and lead the IT Operations and Service Desk function. 

• Knowledge of and experience in developing and documenting technology architecture and plans, including strategic, tactical and project plans.  

• In depth knowledge in compute, network, and storage domains and managing a cloud native technology environment.  

• Strong leadership abilities, with a focus on effective prioritization and appropriate sense of urgency. 

• Excellent verbal, written and interpersonal communication skills. 

• Ability to identify needs, take initiative and prioritize work efforts — balancing operational tasks with longer-term strategic security efforts.  
• Exceptional customer service orientation with a focus on collaboration and flexibility when working with both external and internal stakeholders. 

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