We are seeking a strategic Infrastructure and Support Manager to lead our IT operations and service delivery teams. This role is responsible for aligning technology infrastructure with operational requirements, ensuring enterprise-wide system scalability, security, and uptime. This role will drive IT service excellence, optimize resource allocation, and implement robust governance frameworks to support organizational objectives.RESPONSIBILITIES:Infrastructure Engineering & OperationsInfrastructure Management: Direct the administration, lifecycle management, and optimization of enterprise infrastructure, including network architectures, server clusters, storage arrays, and cloud deployments (e.g., AWS, Azure, GCP).Systems Optimization: Architect and enforce high-availability configurations and proactive monitoring protocols to guarantee optimal system performance and mitigate latency.Business Continuity: Formulate, test, and maintain robust Disaster Recovery (DR) and Business Continuity Planning (BCP) strategies to mitigate operational risk and ensure data integrity.IT Service Management (ITSM)Service Delivery: Oversee comprehensive IT support operations, governing Level 1-3 support functions to drive user productivity and minimal operational disruption.Metrics & SLAs: Define, monitor, and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to optimize incident response and resolution workflows.Incident Escalation: Serve as the definitive technical authority for critical incident management, root cause analysis (RCA), and systemic remediation.Leadership & Resource AllocationWorkforce Management: Provide direct leadership and mentorship to cross-functional IT teams, encompassing systems engineers, network administrators, and service desk personnel.Capacity Planning: Optimize resource allocation, shift coverage,



and project utilization to maintain seamless operational continuity.Performance Management: Conduct routine performance appraisals, establish departmental KPIs, and cultivate a high-performance culture focused on continuous improvement.Strategic Planning & Vendor GovernanceRoadmap Development: Partner with executive leadership to formulate IT roadmaps that support broader organizational objectives and digital transformation initiatives.Financial Oversight: Manage departmental OPEX and CAPEX budgets, ensuring cost-effective procurement and lifecycle management of hardware and software assets.Vendor Relations: Direct vendor relationship management, driving contract negotiations, SLA enforcement, and monitoring third-party service delivery.Governance, Risk & Compliance (GRC)Security Enforcement: Enforce stringent cybersecurity frameworks, implementing advanced endpoint protection, network perimeters, and access controls to safeguard proprietary data.Process Standardization: Establish and govern comprehensive Information Technology General Controls (ITGC) and Standard Operating Procedures (SOPs).Regulatory Adherence: Guarantee adherence to regulatory and compliance frameworks (e.g., GDPR, SOC 2, HIPAA) across all infrastructure assets and administrative protocols.Procurement, Financial & Vendor ManagementStrategic Sourcing & Procurement: Lead the end-to-end IT procurement lifecycle, proactively identifying and sourcing prospective vendors, evaluating competitive proposals,



and driving rigorous selection processes following AEO rules strictly.Purchasing Execution: Manage the creation, approval routing, and lifecycle tracking of Purchase Requisitions (PRs) and Purchase Orders (POs), ensuring seamless follow-up with internal finance teams and external suppliers to guarantee timely delivery.Invoice Governance: Oversee the review, reconciliation, and approval of vendor invoices, meticulously validating billing accuracy against contracted rates, SLAs, and delivered goods/services.Cost Optimization Initiatives: Continuously champion proactive cost-reduction strategies by optimizing software licensing frameworks, consolidating infrastructure footprints, and negotiating highly favorable commercial terms without compromising quality.Budgeting & Planning: Manage departmental OPEX and CAPEX budgets and collaborate with executive leadership to formulate scalable IT roadmaps that align with enterprise financial goals.QUALIFICATIONS:10 years of experience in IT Infrastructure and operations, with at least 2 years demonstrating leadership in a technical team. Preferred experience in Retail environment.Proven experience managing procurement and vendor selection, track record of generating cost savings through vendor negotiations, managing PR/PO workflows, and overseeing IT budgets and invoice reconciliation.Bachelor’s degree in Information Systems, Business Administration, Computer Science, or a related discipline (or equivalent enterprise experience).C1 - Level in English requiredThere are also a number of qualities that this position should be expected to display:A technical, logical thought processProblem-solving skillsCommunication skillsAn ability to stick to strict deadlinesAn ability to prioritize and delegateA keen eye for detail

📌 Manager - IT / MX (México)
🏢 Aeo
📍 México