The RMR Group · 11 hours ago
Director/Senior Director, IT Infrastructure & Service Delivery
Atlanta, GA
Full-time
Onsite
Director/Executive
10+ years expThe RMR Group is a leading U.S. alternative asset management company focusing on commercial real estate. They are seeking a transformative leader to oversee IT Infrastructure and Service Delivery, responsible for strategy, execution, and operational excellence across their technology landscape.
Asset ManagementReal EstateReal Estate Investment
Responsibilities
Develop and execute a comprehensive strategic roadmap for infrastructure and service delivery that aligns with the company's goals, with a focus on modernization, scalability and efficiency
Act as a key member of the IT leadership team, translating business objectives into technological solutions and fostering a culture of continuous improvement and innovation
Champion a structured change management strategy, clearly articulating the vision for AI adoption
Oversee departmental finances, including the development of capital and operational expense budgets, vendor management (including Microsoft Licensing) and forecasting
Own and mature Azure/GCP rightsizing, reservation strategy, spend forecasting, and consumption governance
Demonstrated ability to build empowered management layers, delegate effectively and hold leaders accountable for execution
Define, monitor, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), including system uptime, Mean Time to Recovery (MTTR), infrastructure cost efficiency, Customer Satisfaction (CSAT), First Contact Resolution (FCR) and automation rate
Lead, mentor, and develop a world-class IT team, championing a culture of continuous learning, innovation and strategic focus
Invest in our people by creating a comprehensive professional development program that aligns team skills with our long-term technology vision, including AI and automation
Foster an agile and collaborative work environment by reducing silos and improving cross-functional teamwork
Work with team members to define career paths that leverage emerging technologies and supports long-term growth within the organization
Build a culture of partnership and buy-in by involving employees in the journey of technological transformation
Ensure operational resiliency by eliminating single ‑ points ‑ of ‑ failure through cross-training and redundancy planning
Lead the team responsible for the architecture, deployment and 24x7 operation of all on-premise and public cloud infrastructure (Azure, GCP), including virtual servers, storage and networking
Direct the network engineering team in managing our WAN, LAN, Wi-Fi, and telecom systems, ensuring high availability and performance
Partner with the Director, Information Security to implement and enforce security policies, leveraging AIOps for real-time anomaly and threat detection
Champion the evolution of ITIL practices by integrating Artificial Intelligence for IT Operations (AIOps) to shift the organization from a reactive to a proactive and predictive operational stance
Incident Management: Move beyond reactive resolution by using AIOps for proactive incident prediction and prevention. Implement automated triage, root cause analysis (RCA), and resolution workflows to significantly reduce Mean Time to Detection (MTTD) and MTTR
Problem Management: Use AIOps to proactively identify recurring issues and systemic risks
Change Enablement: Use AI-powered tools for automated risk analysis and streamlined approvals
Champion a customer-centric approach to service delivery, evolving beyond reactive ticketing to create a proactive, frictionless and personalized Digital Employee Experience (DEX)
Lead all service delivery functions, including the Level 1 & 2 Service Desk, to provide timely and effective support with a goal of maintaining high user satisfaction (CSAT/NPS) and First Contact Resolution (FCR)
Oversee the Service Delivery team to deliver a superior DEX through role-based application delivery and workspace analytics
Own the end-to-end End-User Computing (EUC) lifecycle including hardware standards, OS modernization, image management, endpoint security and software licensing strategy
Direct the Executive Support team to ensure seamless and reliable technology operations for all senior leadership functions. This includes providing dedicated, proactive support for the C-suite and overseeing the technical readiness for critical events such as Board of Directors meetings and company-wide town hall broadcasts
Qualification
Required
Bachelor's degree or equivalent professional experience in Computer Science, Information Technology, Business Administration, or a related field is required
A minimum of 10-15 years of experience in Information Technology, with at least 7-10 years in a leadership role managing teams across infrastructure, operations, and service delivery
Demonstrated ability to design and implement upskilling and reskilling programs for a technical workforce
Strong, hands-on knowledge of modern IT infrastructure, including public cloud platforms (Azure, GCP), server virtualization, storage (SAN/NAS), data centers and networking
Proven experience managing End-User Computing, Service Desk operations, and enterprise applications, with a focus on Digital Employee Experience (DEX) platforms
Experience with applying AI and automation to IT, including AIOps platforms, AI-powered ITSM tools, MLOps principles, and AI/ML frameworks
Demonstrated experience in budget management, financial planning, and building business cases for technology investments, including ROI analysis for training, cloud spend optimization and automation initiatives
Deep experience with the ITIL framework is required
Ability to see the big picture, anticipate future technology needs and align IT initiatives with long-term business goals
Can translate complex technical concepts into clear, business-oriented language and transparently articulate the vision and benefits of AI to build trust
Proven ability to lead, inspire and mentor diverse technical teams, fostering a culture of accountability and excellence
Excellent analytical, negotiation and conflict resolution skills, with the ability to lead through high-pressure situations and major incidents
Adept at building strong relationships with internal stakeholders, business leaders and external partners to foster a sense of shared ownership
Preferred
Certifications such as ITIL, PMP, CISSP, or CISM are a plus
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life & Disability Insurance
Health Savings Account (HSA) & Flexible Spending Plans (FSA)
401(k) Plan with Employer Match
Holidays, Vacation & Sick Time
Parental Leave
Tuition Assistance
Matching Gift Program
Wide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet Insurance
Company
The RMR Group
The RMR Group is an asset management company that offers real estate investment groups with management services.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$100M2025-01-22Post Ipo Debt· $100M
2015-12-15IPO
Leadership Team
Adam Portnoy
President & CEO
Matthew Jordan
EVP - Chief Operating Officer
Recent News
2025-11-06
2025-11-06
Company data provided by crunchbase