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 provider performance standards that reflect the operational impact of center downtime.

· Use performance data, center feedback, and service trends to improve resolution rates, restoration time, recurring-incident performance, and service consistency.

· Strengthen internal service-management and vendor-management capabilities to provide integrated accountability across a complex, multi-provider environment.

· Support implementation and adoption of enterprise AI-enabled service-management capabilities within Plasma Infrastructure Operations and measure operational effectiveness.

· Implement and continuously improve approved self-service and self-healing capabilities within the Plasma support environment.

Major Incident and Operational Leadership

· Serve as the primary infrastructure incident lead and escalation point for major disruptions affecting plasma-center operations.

· Ensure significant incidents undergo rigorous root-cause analysis, corrective and preventive action, leadership review, and tracked closure.

· Represent technology in business-continuity exercises and operational-readiness reviews affecting the plasma-center network

· Support adoption of AI-assisted incident-response capabilities in partnership with cybersecurity and enterprise infrastructure teams.

Leadership and Business Partnership

· Serve as the primary operational infrastructure partner to the Plasma I&T Business Partner.

Work with the I&T Plasma Business Partner to build trusted relationships with Plasma leadership, center and field leaders, and partners.

· Serve as the primary infrastructure operations partner to the Plasma IT business partner. Center infrastructure is upstream of everything Plasma IT ships to donors and centers, and this role works across shared priorities and operational dependencies, not as an adjacent support function.

· Establish governance across business, technology, and external partners so that priorities, ownership, dependencies, decision rights, and escalation paths are clear.

· Build and lead a high-performing infrastructure operations organization focused on service delivery, incident management, vendor management, customer experience, and continuous improvement.

· Develop infrastructure operating and capital requirements and manage approved budgets within delegated authority.

Position Qualifications and Experience Requirements:

Education

• Undergraduate degree in Information Technology, Computer Science, or a related field preferred.  Related certifications, and advanced graduate studies desirable. 

Experience

• Experience supporting business-critical operations across a geographically distributed environment.

• Strong interpersonal skills to quickly build rapport and credibility with CSL leaders and key external stakeholders.

• Track record of leading distributed physical infrastructure operations at scale across a large multi-site footprint (enterprise retail, hospitality, healthcare centers, distributed manufacturing, or comparable).

• Demonstrated experience leading major technology incidents involving multiple technical teams, providers, and business stakeholders.

• Hybrid service delivery leadership across internal teams, field service, managed service providers, equipment vendors, and specialist partners. Track record of orchestrating a multi-provider service model to consistent standards.

• Working knowledge of AI applied to IT operations (AIOps, AI-augmented service management, AI-assisted incident response) at a level sufficient to sufficient to evaluate, operationalize, and measure the effectiveness of these capabilities

• Strong technical depth in infrastructure operations sufficient to assess risks, challenge recommendations, and support operational decision-making.

• Strong Project management, technical change management, and use of agile methodologies experience.

• Strong collaboration with compliance stakeholders to ensure overall data privacy, security controls and monitoring is exceeded

• Knowledge of cybersecurity best practices and compliance requirements.

Competencies

• Operational leadership and disciplined execution

• Customer and business orientation

• Service-management and vendor-management effectiveness

• Major-incident leadership

• Continuous improvement mindset

• Strong collaboration and influence across a matrix organization

• Effective communication of operational risk and performance

• Talent development and team leadership

• Financial and lifecycle planning

• Ability to execute technology strategy within a regulated environment

CSL Behring is a global biotherapeutics leader driven by our promise to save lives. Focused on serving patients’ needs by using the latest technologies, we discover, develop and deliver innovative therapies for people living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. We use three strategic scientific platforms of plasma fractionation, recombinant protein technology, and cell and gene therapy to support continued innovation and continually refine ways in which products can address unmet medical needs and help patients lead full lives.

CSL Behring operates one of the world’s largest plasma collection networks, CSL Plasma. Our parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people, and delivers its lifesaving therapies to people in more than 100 countries.

To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor  visit https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/.

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