Medline Industries, LP · 1 week ago
Dir Enterprise Infrastructure
Northbrook, IL
Full-time
Hybrid
Lead/Staff, Director/Executive
$176K/yr - $264K/yr
5+ years expMedline Industries, LP is a growing worldwide organization that is seeking a Director of Enterprise Infrastructure. This role is responsible for the strategy, delivery, and improvement of enterprise infrastructure services and managing the global Service Desk, ensuring high-quality service delivery to both internal and external customers.
Consumer GoodsHealth CareHospitalityManufacturingMedical
Responsibilities
Define the multi‑year infrastructure services and platform strategy, aligning to enterprise objectives, budgets, risk posture, and architecture standards; translate strategy into a quarterly roadmap with measurable outcomes and published scorecards
Build and lead high‑performing teams across Service Desk, Infrastructure Product Management/Engineering, and ITSM Tooling & Process; develop leader bench strength and succession plans
Establish a culture of operational excellence, data‑driven decision‑making, SRE/ITIL practices, and customer empathy; champion diversity, inclusion, and talent development
Own the product lifecycle (vision, roadmaps, backlogs, SLOs/SLAs, cost models) for core infrastructure products (network, compute, storage, identity, endpoint, collaboration, platform services). - - Drive standardization, reliability, security, and cost efficiency
Lead a modern, omnichannel Service Desk (portal, chat/virtual agent, voice, walk‑up) with shift‑left and knowledge‑centered service (KCS) to maximize first‑contact resolution and self‑service adoption
Define and manage XLAs (experience‑level agreements) alongside SLAs to capture customer sentiment, journey friction, and outcome quality; publish transparent dashboards
Integrate Service Desk with observability/AIOps and problem management to shrink MTTR, reduce repeat incidents, and prevent recurrences
Ensure an accurate, auditable CMDB/asset with service mapping that supports impact analysis, DR/runbooks, and control/compliance needs
Own budgets, forecasts, and run‑rate transparency for infrastructure services; optimize total cost of ownership through consumption management, capacity planning, and contract negotiations
Establish outcome‑based vendor scorecards aligned to SLOs/XLAs and continuous improvement targets
Global Scope: Cross‑time‑zone collaboration; occasional after‑hours releases for infrastructure changes; periodic travel to major sites, data centers, and vendor engagements
Qualification
Required
Bachelor's in Computer Science, Information Systems, Engineering, or equivalent experience
5+ years in infrastructure operations or related role
3+ years managing multi-disciplinary teams
Expertise in ITSM practices, operational excellence, and modern platform engineering (Infrastructure as code, configuration/policy‑as‑code, pipelines)
Strong command of service metrics and financial management (TCO, forecasting, show back/chargeback)
Customer‑obsessed service mindset with proven use of Experience Level Agreement (XLA) alongside SLAs; ability to translate customer journey pain points into platform and process changes
ITSM product ownership: service catalog design, request workflows, automation/orchestration, knowledge management, incident/major incident governance, problem/change excellence, and asset/CMDB health metrics
Data‑driven ops: build and publish operational scorecards (availability, change success rate, patch/compliance, cost per ticket, contact rate, backlog health) and OKR alignment for peer IT teams
AI for ITSM literacy and self‑service design to reduce live contact while elevating experience
Change leadership: org design, talent development, building a manager‑of‑managers bench, and fostering a culture of blameless post‑incident learning
Communication & executive presence: crisp incident/executive communications, storytelling with metrics, and stakeholder management across Architecture, Security, Applications, Data, and Business Technology
Vendor management, contract negotiation, and license optimization experience
Excellent leadership, communication, and stakeholder management across executive, technical, and frontline audiences
Metric-driven mindset and data / analytical tools such as databases and report development
Experience directing both onshore and offshore teams
Basic understanding of financial and revenue models
Strong prioritizing, interpersonal, problem-solving, project management (from conception to completion), & planning skills
Strong verbal and written communication skills
Ability to work in a fast-paced and deadline-oriented environment
Self-motivated with critical attention to detail, deadlines, and reporting
Preferred
Advanced degree in Computer Science or related field
Azure Fundamentals, ITIL v4
Experience managing million-dollar+ annual budget and forecasting activities over several years
Experience operating in hybrid cloud environments and driving self‑service platform adoption at scale
Demonstrated success running internal platforms as products (roadmaps, backlog, service catalog, and stakeholder outcomes
Track record modernizing the Service Desk (omnichannel—phone, chat, portal, virtual agents), shift‑left, knowledge management; measurable gains in common service desk KPIs: first call resolution, customer satisfaction, etc
Benefits
Health insurance
Life and disability
401(k) contributions
Paid time off
Company
Medline Industries, LP
Medline is the largest provider of medical-surgical products and supply chain solutions serving all points of care.
10001+ employees
H1B Sponsorship
Medline Industries, LP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (344)
2024 (144)
2023 (142)
2022 (143)
2021 (137)
2020 (113)
Funding
Current Stage
Public CompanyTotal Funding
$0.5MKey Investors
North Carolina Department of Commerce
2025-12-17IPO
2021-06-05Private Equity
2019-09-12Grant· $0.5M
Leadership Team
Steve Miller
Chief Operating Officer
Amanda Laabs
Chief Product Officer
Recent News
2026-01-07
2025-12-26
TheStreet.com
2025-12-20
Company data provided by crunchbase