Senior IT Management, Incident & Program Delivery Lead

Description -

Seeking a Senior IT Infrastructure Incident & Program Delivery Leadwho combines deep technical acumen exceptional incident management discipline and strategic program execution. The role manages the technical and service relationship of the organization with customers. The role also customizes solutions for complex customer requirements all while mentoring lower-level employees and aligning strategies with the organizations goals.

This is a senior individual contributor role for a proven selfstarter who leads without direction operates calmly under pressure and builds trust across senior leadership. The ideal candidate excels in incident command infrastructure stability and enterprise program deliveryaligning execution with the organizations strategic Plans of Record (POR) to advance business and technology outcomes.

Key Responsibilities

Incident & Problem Management Excellence

• Serve as the primary incident commander for complex or businesscritical issuesdriving containment restoration and transparent communication.

• Lead crossfunctional technical bridges involving Operation Security Networking and Engineering during critical events.

• Conduct detailed Root Cause Analysis (RCA) for systemic issues ensuring longterm preventions are designed implemented and tracked through closure.

• Develop standardized runbooks escalation frameworks and proactive detection strategies to strengthen operational resilience.

• Act as the executivefacing voice during major incidentsdelivering calm precise and businessaligned updates.

• Applies extensive technical knowledge and awareness of industry trends to manage critical or high-risk technology areas or customer groups combining technical expertise and business acumen to devise superior solutions for the organization and its customers.
  Acts as a mentor and consultant offering guidance to team members other organizations customers and vendors on the most intricate issues.
  Participates in proposes or leads exceptionally complex customer and internal projects including transformation initiatives across various technology customers internal businesses and end user areas.

Infrastructure Engineering & Service Reliability

• Operate as the senior technical authority for endpoint management Operating system infrastructure delivery and operational stability.

• Key the endtoend Microsoft Intune / Endpoint Manager environment including policies packaging device compliance telemetry and optimization.

• Partner with PCL Networking InfoSec and Infrateams to maintain unified service reliability and secure system integration.

• Oversee complex testing validation and production rollout of new product services infrastructure tools hardware and process enhancements with minimal risk.

• Maintain disciplined documentation service dashboards and compliance reporting across infrastructure platforms and governance frameworks.

Strategic Program Delivery & Stakeholder Alignment

• Identify define and drive strategic programs that deliver sustained operational value automation and modernization.

• Translate enterprise POR (Plan of Record) objectives into executable workstreamsestablishing clear ownership timelines and metrics of success.

• Lead execution of multiphase initiatives across geographies and teams while managing dependencies risk and readiness.

• Function as a trusted program voice with senior stakeholderscommunicating progress risks and value realization effectively.

• Ensure every delivery contributes to longterm operational scalability security and business enablement.

• Programs not limiting to MCS MDS MPS PCL Vending Machines New products etc.

Leadership Through Influence

• Lead by example: proactive accountable resultsdriven and highly reliable under pressure.

• Mentor and coach global IT staff instilling structured incident response technical excellence and service ownership habits.

• Build trusted relationships across executive engineering and service delivery communities.

• Demonstrate professional composure confident decisionmaking and clarity when representing IT in highvisibility settings.

Required Skills & Experience

• 15 years in IT Infrastructure Incident Command or Managed Services operations with experience driving largescale programs.

• Four-year or Graduate Degree in Computer Science Engineering Business Administration or any other related discipline or commensurate work experience or demonstrated competence.

• Proven mastery in:

  • Microsoft Intune / Endpoint Manager / Autopilot and modern management frameworks

  • Incident management and RCA methodology in complex environments

  • Windows OS O365 Teams and hybrid computing ecosystems

  • Networking fundamentals (DNS DHCP VPN routing proxy)

  • InfoSec alignmentidentity compliance and device security controls

• Demonstrated leadership in managing executivecritical incidents and postincident governance.

• Strong program management and communication skillsable to influence across peer executive and partner levels.

• Executionoriented selfstarter with strong ownership mindset and ability to deliver outcomes independently.

Preferred Certifications

ITIL Certifications

Knowledge & Skills
Active Directory
Agile Methodology
Amazon Web Services
Automation
Computer Science
DevOps
IT Infrastructure
Microsoft Azure
Operating Systems
Python (Programming Language)
Scripting
System Administration
Windows PowerShell
Windows Servers

Preferred Expertise

• Experience in large global enterprises or Managed Services environments

• Solid understanding of Zero Trust conditional access and device compliance architecture.

• Familiarity with ITIL Agile or SAFe delivery frameworks to support structured operational agility.

Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Why This Role Matters

This is a pivotal senior IC role that blends technical leadership service stability and strategic program execution. The right candidate will not only resolve critical issues but also drive the initiatives that prevent themshaping infrastructure strategy aligning with stakeholder PORs and ensuring that HPs technology foundation continuously evolves to meet business goals.

The pay range for this role is$116150to$182400USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location job-related knowledge skills and experience.

Benefits:

HP offers a comprehensive benefits package for this position including:

• Health insurance

• Dental insurance

• Vision insurance

• Long term/short term disability insurance

• Employee assistance program

• Flexible spending account

• Life insurance

• Generous time off policies including;

• 4-12 weeks fully paid parental leave based on tenure

• 11 paid holidays

• Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time with or without notice subject to applicable law.

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Equal Opportunity Employer (EEO) -

HP Inc. provides equal employment opportunity to all employees and prospective employees without regard to race color religion sex national origin ancestry citizenship sexual orientation age disability or status as a protected veteran marital status familial status physical or mental disability medical condition pregnancy genetic predisposition or carrier status uniformed service status political affiliation or any other characteristic protected by applicable national federal state and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information review HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal