Director, Plasma Infrastructure Technology Operations

The Director, Plasma Infrastructure Technology Operations is responsible for coordinating and improving resilience, performance, lifecycle management, and operational readiness of infrastructure and infrastructure-supported technology services across all plasma centers, primarily in North America, with additional centers in Europe. Operating across a large, distributed footprint, this leader ensures that technology enables center availability, donor experience, employee productivity, regulatory compliance, and plasma collection performance. The role maintains a comprehensive view of the technology environment within each center. While direct ownership of individual technologies may reside with other teams, the Director coordinates the integrated delivery and performance of center technology services across infrastructure, cybersecurity, applications, external technology service providers and others as needed. The leader also has direct responsibility for designated center technologies and leads the internal Plasma support team and managed service providers supporting center operations. The role operates in partnership with the Plasma IT leadership team and Plasma IT Business Partner given that center infrastructure is upstream of everything Plasma IT ships to donors and centers. The Director also serves as the primary infrastructure incident lead and escalation point for major center disruptions, coordinating contributing teams through service restoration. The role ensures that root causes and systemic risks are addressed and drives the operating model from reactive issue resolution toward proactive identification, prevention, and continuous improvement. Beyond operational resilience, the Director is an operational partner to the Plasma I&T Business Partner, translating approved business priorities into infrastructure requirements, delivery plans, and operational readiness activities. In collaboration with other technology leaders, the role helps maintain and execute the center technology blueprint and roadmap. Success will be measured through reduced technology-related collection interruptions, faster incident restoration, improved lifecycle compliance, reliable technology readiness for new and changing centers, stronger stakeholder satisfaction, and a sustained shift from reactive support to proactive operations. The role is expected to continuously improve Plasma infrastructure operations and support the adoption of enterprise capabilities including AI-enabled operations, AI-assisted incident response, automation, self-service, and modern device management practice. Several of the capabilities this leader will be measured on (AI-augmented operations, connected-device fleet management, AI-augmented service management, self-service and self-healing, AI-assisted incident response) are areas CSL is not yet mature in. Main Responsibilities and Accountabilities: Plasma-Center Technology Resilience and Performance · Lead and coordinate resilience, availability, performance, and operational readiness of technology services supporting plasma centers. · Maintain and execute the Plasma center technology blueprint and lifecycle-management practices in alignment with enterprise architecture and technology standards. · Implement and monitor compliance with enterprise-defined service, resilience, monitoring, capacity, redundancy, recovery, and lifecycle standards. · Monitor and improve infrastructure reliability and minimize operational impacts from technology disruptions. · Strengthen technology testing and change-control discipline upstream of rollout, so changes reach the first pilot center with materially fewer defects than today. The existing waved-rollout process should be preserved. The goal is not more stages between change and full rollout. The goal is that changes are of high enough quality before they enter the first pilot so that fewer defects are found in the field and fewer waves are needed to gain confidence. This includes rigorous test environments that reflect real center configurations, automated regression where feasible, integration testing across the connected technology set, and honest go/no-go criteria at each wave boundary. · Reduce technology-related collection interruptions by identifying systemic failure patterns, eliminating recurring issues, and driving permanent corrective and preventive actions. · Maintain visibility into technology health, operational risk, technical debt, aging assets, and center-level vulnerabilities. Ensure risks are prioritized, incorporated into business and financial planning, and remediated. · Ensure continuity and recovery plans are current, tested, and aligned with Plasma Operations and other supporting teams. · Lead infrastructure delivery and coordinate technology operational readiness activities for new-center openings, acquisitions, relocations, expansions, closures, and major technology refreshes. Technology Estate and Lifecycle Management · Maintain an integrated view of the information technology and supported operational technology environment across plasma centers, including networks, Wi-Fi, end-user equipment, handheld devices, sensors, monitoring systems, freezer-related technology, and other connected or industrial devices supported by Information Technology. Position the center technology estate to support the growing set of connected and instrumented devices coming into the plasma center environment. In partnership with cybersecurity and broader enterprise infrastructure, establish fleet-management capabilities (secure device onboarding, enhanced telemetry collection, improved remote configuration, proactive device certificate lifecycle) that the center estate will need as more of the physical footprint becomes network-connected and data-producing. · Maintain and execute the center infrastructure roadmap, incorporating requirements from infrastructure, cybersecurity, applications, quality, and regulatory teams. · Implement and support technology standards, reference architectures, configuration baselines, and lifecycle requirements established through enterprise governance processes. · Ensure the installed technology base is accurately understood and that refresh, patching, maintenance, warranty, spare-equipment, and obsolescence requirements are integrated into business and financial plans. · Coordinate across technology owners to ensure center technologies are secure, compliant, supportable, and fit for operational use, while retaining direct accountability for designated center technologies. · Treat the operational telemetry generated by the center technology estate (network health, device utilization, environmental sensors, incident and downtime patterns, connectivity quality) as a shared data asset. Contribute this telemetry to the shared data initiative underway across the Plasma technology portfolio, so center operations, quality, analytics, and product teams can act on it. The infrastructure operations team is a first-class producer of this data, not only a consumer of operational dashboards. Plasma Center Support and Service Delivery · Lead the Plasma support organization and a hybrid service model comprising internal teams, field resources, managed service providers, equipment vendors, and specialist partners. · Ensure consistent and responsive support across the center network, with clear arrangements for coverage, escalation, dispatch, spare equipment, and after-hours service. · Establish and govern service-level agreements, operational-level agreements, experience measures, and prov