Senior Director, Infrastructure Network Solutions

The Senior Director, Infrastructure Network Solutions will be responsible for ensuring the stability of our critical backbone, multi-cloud connectivity across AWS, Azure, and GCP, and our extensive network footprint spanning many sites.  The successful candidate will spearhead all network transformation and engineering projects—including enhancements to our campus LAN, wireless, and SD-WAN infrastructure—while driving increased adoption of Zero Trust Network Access (ZTNA).  Additionally, this leader will drive initiatives in firewall and network security and will be responsible for setting a strategic roadmap to enhance customer experience, improve satisfaction, and reduce operating costs.

The Senior Director will be a key part of the Technology Operations leadership team within Quest Diagnostics, with the goal of improving and transforming the organization’s Infrastructure Network Solutions Team and processes.  This position will collaborate and partner with internal stakeholders (e.g.  IT Technology leadership, functional leaders, regional leaders, and subject matter experts) and external stakeholders (e.g., strategic suppliers and customers) to achieve mutual goals that support business objectives.

This will be a remote-based position.

Innovation and Excellence

• Serve as a relationship manager to key vendors to ensure compliance with vendor contracts, performance expectations (including operational, performance, and financial metrics).

• Assist in the formulation and implementation of procedures and standards relating to outsourced and internal services. 

• Collaborates with Legal and IT Procurement organizations in reviewing Master Service Agreements (MSA), including the ability to review higher complexity services and contract language, related to business terms, to ensure protection of the Company and appropriate Service level agreements (SLA and SLOs).

• Collaborate with other Vendor Management/Outsource Management teams to share best practices and consistent performance delivery. 

• Develop strategic Infrastructure Service Management roadmaps which will drive Infrastructure vision into actionable steps for the infrastructure leadership team.

• Provide full lifecycle technical project leadership from requirements gathering through implementation and administration.

• Communicate progress and collaborate with a wide variety of internal teams including product and business development, legal, support teams, architecture and deployment.

• Collaborate with business leaders during the selection and onboarding process of enterprise solutions and service providers ensuring a smooth transition to appropriate supporting services and operational procedures.

• Participate in M&A activities by partnering with Technology and business leaders to ensure proper support and integration of additional entities and services. 

• Responsible for the monitoring and communication of external and internal service interruptions, planned outages, and applicable system updates.

• Develop or manage existing support metrics and report mechanisms to effectively measure team and application performance.

• The delivery of innovative Technology Infrastructure and Operations end-to-end process designs and delivery with a focus on automation to reduce human errors.

• Develop infrastructure management and operational strategies to optimize use of resources including creating growth forecasts, modeling investments in new capacity based on various growth scenarios and the type of capacity needed, and defining enterprise network and security service strategies and technology roadmaps.

• Collaborate with business leaders across the organization to strengthen communications, address key issues, and identify opportunities for continuous improvement in products and services. 

• Lead cross-functional initiatives supporting infrastructure modernization and digital transformation.

Strategic Leadership

• Present service performance, operational risks, cybersecurity posture, resiliency metrics, and transformation progress to executive leadership.

• Manage operational and capital budgets while maximizing technology investments and service value. 

• Build strong partnerships with business leaders, technology stakeholders, and strategic service providers.

• Mentor and develop high-performing technical and operational teams.

Vendor Management & Service Governance

• Lead strategic relationships with global managed service providers, telecommunications carriers, cloud providers, and technology partners.

• Negotiate and manage contracts, service-level agreements (SLAs), key performance indicators (KPIs), and operational governance frameworks. 

• Conduct executive business reviews and operational performance assessments.

• Manage service escalations and ensure vendor accountability for service quality, security, availability, and compliance.

• Drive continuous improvement initiatives that improve service delivery and reduce operational costs.

• Establish vendor scorecards, reporting metrics, and governance processes to measure operational effectiveness.

• Provide executive oversight of outsourced network and infrastructure operations.

• Ensure successful integration of service providers into enterprise operational processes.

Network Transformation & Managed Services

• Develop target operating models, governance structures, service ownership models, and support frameworks.

• Oversee knowledge transfer activities, operational readiness assessments, and service acceptance criteria.

• Drive modernization initiatives including SD-WAN, cloud networking, wireless infrastructure, network automation, and digital transformation.

• Develop strategic roadmaps supporting business growth, technology modernization, and operational efficiency.

Security Leadership & Zero Trust Strategy

• Develop and execute enterprise Zero Trust security strategies.

• Lead implementation of identity-centric security models, Zero Trust Network Access (ZTNA), and least privilege access controls.

• Establish network segmentation and micro-segmentation strategies to reduce organizational risk.

• Partner with cybersecurity leadership on firewall governance, security policy lifecycle management, access controls, risk management, compliance initiatives, and security architecture governance.

• Drive adoption of Secure Access Service Edge (SASE), cloud security controls, and modern remote-access architectures.

• Support cyber resilience and incident response programs through infrastructure security governance.

• Ensure security requirements are integrated into all managed service provider contracts and operating models.

AI Operations & Intelligent Monitoring

• Lead implementation of AI-driven monitoring, observability, and analytics platforms.

• Utilize machine learning and predictive analytics to identify service degradation before business impact occurs.

• Implement AIOps capabilities for intelligent event correlation, anomaly detection, and root cause analysis.

• Develop automated remediation capabilities and self-healing operational processes.

• Create executive dashboards providing real-time operational visibility and predictive insights.

• Evaluate emerging AI technologies that improve reliability, security posture, service quality, and operational efficiency.

• Leverage automation and advanced analytics to support proactive infrastructure management.

Process Optimization & Automation

• Improve operational efficiency through intelligent automation and process simplification.

• Reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).

• Develop measurable service improvement plans focused on reliability, customer satisfaction, and cost optimization.

• Identify and eliminate operational inefficiencies through data-driven decision making.

High Availability & Critical Infrastructure Leadership

• Ensure the design, operation, and governance of highly available network and security services supporting mission-critical business operations. 

• Establish availability, resiliency, and performance standards across all managed infrastructure services.

• Develop and maintain infrastructure resiliency strategies for WAN, cloud, internet, remote access, wireless, and data center environments. 

• Oversee redundancy, failover, capacity planning, and performance optimization initiatives.

• Lead major incident management and service restoration efforts for business-critical systems.

• Ensure service providers consistently meet availability and performance commitments.

• Drive investment strategies that improve infrastructure reliability and reduce operational risk.

• A bachelor’s degree in a technology, scientific, or business-related field of study is strongly preferred.

• At least 15 years of professional experience in IT with multiple technical disciplines such as System Management, Virtualization, Security, Networking, Network Management Operations, and Cloud. Healthcare industry experience is highly preferential.

• A strong understanding of Infrastructure Services, Processes, and Technologies.

• The ability to see ahead clearly; anticipate future consequences and trends accurately; broad knowledge and perspective; future orientation; can articulately paint credible pictures and visions of possibilities and likelihood; can create competitive and breakthrough strategies and plans.

• Must possess strategic agility, and the ability to manage multiple projects in a fast-paced environment.  Participate in the development of the strategic information technology plan, processes and solutions, recommending strategies and processes that support the direction of the company. 

• The demonstrated ability to develop effective and ongoing relationships with Peer levels of the internal customer organizations.

• Must possess a demonstrable track record of success delivering and supporting IT projects and organizations in a rapidly changing business climate and a proven ability to analyze budgets and proposals to identify value opportunities and negotiate best outcomes. 

• Excellent written and verbal communication skills. Ability to write proposals and whitepapers, act as a vendor liaison, deliver presentations to customers or client audiences or professional peers, and work closely with management across Technology and the organization as necessary.

• Requires sound technological judgment and an enthusiasm for innovation tempered with a pragmatic assessment of the possible.

• Adaptability to changes in the work environment, competing demands, delays, or the unexpected and the agility to change the approach or method to best fit the situations.

• Must be able to travel up to 25%.