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                                                                                                           aculocity

Join the dynamic and fast-paced world of Aculocity, a global technology consulting company dedicated to revolutionizing business processes through cutting-edge technology solutions. Since our formal inception in 2006 (and informal in 1999), we've been at the forefront of delivering tailor-made software development solutions, seamless software system implementations, powerful business intelligence, and innovative business process solutions. As a proud member of the GVW Group portfolio of companies, we are a premier provider of technology services for GVW's extensive portfolio and a rapidly growing external client base. Join a team that is driving innovation and transforming businesses worldwide. Elevate your career with us at Aculocity.

Location: Birmingham, AL or Chicago, IL

Role Summary

The Infrastructure and Cloud Operations Lead is responsible for IT Infrastructure and Services across GVW Group. The role is accountable for day-to-day operational execution, service reliability, scalability, and discipline across enterprise infrastructure, cloud platforms, identity, networks, and end-user services.

The Operations Lead is expected to remain deeply engaged in operations, personally involved in major incidents, escalations, and complex technical decisions, while building and enforcing a disciplined, execution-focused operating model. This role owns operational outcomes, not security strategy or budgets, and acts as the senior escalation and execution authority for infrastructure and service operations across a global manufacturing environment. The role is expected to use and operationally manage AI-enabled tools and platforms to improve efficiency, reliability, and execution across IT operations and supported business services.

Key Responsibilities:

Infrastructure & Service Operations

• Own end-to-end operational performance across on-premises and cloud infrastructure, identity platforms, networks, and end-user computing
• Ensure operational readiness and stability for ERP, PLM, CAD, and manufacturing-adjacent systems
• Oversee virtualization, backups, core network services, and platform availability
• Act as the senior escalation point for production incidents and systemic failures
• Surface operational risks, capacity constraints, and technical debt with clear remediation paths
• Partner with Security to ensure controls are operationally executed as designed

Operational Leadership & Execution

• Run daily IT operations across all supported operating companies
• Own incident response, escalation handling, and root cause analysis, using AI-enabled monitoring, correlation, and automation where it improves outcomes
• Translate executive direction and priorities into clear, executable operational plans
• Enforce accountability, ownership, and follow-through in lean, high-demand environments
• Maintain operational discipline under pressure and during sustained incidents
• Proactively identify and eliminate systemic operational weaknesses

AI-Enabled Operations & Execution

• Apply AI and automation to reduce manual operational work, accelerate incident detection and resolution, and improve service predictability
• Ensure AI-enabled operational tools (monitoring, service desk, analytics, automation) are production-ready, governed, and reliable
• Operationally manage AI platforms and workloads used by the business, ensuring availability, performance, and cost discipline
• Integrate AI outputs into daily operational decision-making, incident response, and capacity planning
• Partner with Data, Security, and Applications teams to ensure AI usage is safe, observable, and aligned with production requirements
• Prevent uncontrolled or unsafe AI usage that introduces operational, security, or compliance risk

Helpdesk & End-User Services

• Own the helpdesk function and its performance across all supported entities
• Define, enforce, and continuously improve service standards, SLAs, and escalation paths
• Ensure predictable, high-quality support for a globally distributed and culturally diverse user base
• Drive reduction of repetitive and manual work through automation and AI-assisted service workflows
• Provide concise monthly and on-demand operational reporting focused on trends, risks, and failures

Hands-On Technical Leadership

• Participate directly in major incidents, escalations, and complex troubleshooting
• Maintain deep, current working knowledge of the supported infrastructure, platforms, and the AI-enabled tools used to operate them
• Lead by example through direct technical engagement, not delegation
• Make informed decisions with incomplete information when required

People Leadership & Capability Building

• Manage up to four direct reports, with additional indirect oversight as required
• Delegate effectively while retaining accountability for outcomes
• Set clear expectations and address underperformance directly
• Ensure team capabilities align with real operational demand, not tool ownership or titles
• Build an execution-oriented, resilient operations team

Process, Governance & Discipline

• Own and enforce operational processes for incident, change, and asset management
• Maintain concise, factual reporting focused on risks, failures, trends, and corrective actions
• Eliminate ambiguity in ownership, accountability, and escalation paths
• Ensure operational processes scale across regions while remaining practical

Cross-Functional & Manufacturing Alignment

• Act as the primary operational interface between Infrastructure, Security, Applications, Data, and Manufacturing stakeholders
• Balance global standards with local operational realities
• Push back on unworkable, unsafe, or operationally unsound requests
• Support tightly coupled IT/OT environments with production awareness

Required Experience:

• 12+ years in infrastructure, systems, or IT operations
• 7+ years in senior, hands-on operational leadership roles
• Direct ownership of helpdesk and end-user service delivery
• Experience supporting manufacturing, industrial, or engineering-heavy environments
• Proven success operating in lean, high-demand organizations

Required Capabilities:

• Strong operational judgment, prioritization, and execution discipline
• Calm, decisive leadership under sustained pressure
• Willingness and ability to remain technically hands-on
• Comfortable making decisions with incomplete information
• Direct, concise communication style
• Low tolerance for operational ambiguity or chronic failure
• Professional curiosity and continuous improvement mindset

Preferred Experience:

• Global or multi-region IT operations responsibility
• ERP, PLM, CAD, and engineering toolchains
• Automotive or heavy manufacturing exposure
• IT/OT convergence environments

Reporting & Accountability:

• Reports to: Senior Director of Infrastructure & Security
• Direct reports: Up to four senior l