Infrastructure Manager

Welcome to a workplace where everyone passionately believes in one purpose!

Our company's commitment extends beyond tasks; it's about infusing every action with purpose. We are dedicated to bringing unparalleled passion and customer focus to every facet of our business, creating an environment where your contribution truly matters.

With 70 years of experience, we are the leading strategic partner, providing specialized solutions for airlines, airports, and enterprises across 21 countries throughout The Caribbean and Latin America.

At GCG, we believe the secret recipe for a perfect team blends talent, focus, and discipline. We seek these qualities in candidates eager to thrive in a diverse and multicultural environment.

Our comprehensive solutions include Sky Dining, Airport Dining, Aviation Support, and Culinary. With a team of over 5,500 highly skilled experts dedicated to excellence, we uphold the highest standards of quality and service. We are committed to elevating travel & culinary experiences for all our customer's journeys, becoming the top choice in the region.

JOB PURPOSE

Lead the strategy, delivery, and continuous improvement of the Group’s technology infrastructure across all stations in Latin America & the Caribbean. The role ensures a secure, reliable, scalable, and cost-efficient infrastructure that enables business growth and operational excellence. This leader owns infrastructure roadmaps (network, compute, storage, cloud, collaboration, endpoint, connectivity), orchestrates a multi-country delivery model with cluster and station IT teams, and drives program/portfolio management for all infrastructure initiatives.

This role co-owns the Cybersecurity Program (policies, controls, remediation, awareness, DR/BCP) in partnership with the Cybersecurity Manager, ensuring implementation, compliance, remediation, and operationalization of controls across the Group.

Duties & Responsibilities include, but are not limited to:

Strategic leadership & execution

• Build and execute a 24-month rolling Infrastructure Strategy & Roadmap aligned to business priorities, budgets, and Project Atlas (SAP S/4HANA) timelines; translate strategy into funded programs with clear milestones and KPIs.

• Establish a portfolio management cadence: intake, prioritization, capacity planning, delivery tracking, realization; chair monthly Infra Portfolio Reviews with stakeholders.

• Own the infrastructure operating model (Group/Cluster/Station): RACI, standards, service definitions, SLAs, and escalation paths.

• Drive cost optimization (licenses, links, datacenter footprint, cloud consumption) while protecting availability, performance, and security.

Program & project management

• Act as overall program owner for infrastructure initiatives (e.g., network refresh, WAN/SD-WAN, Wi-Fi, datacenter/server virtualization, M365/endpoint modernization, backup/DR, cloud migrations, connectivity/Starlink or backup links).

• Institutionalize PMO discipline: business cases, charters, RAID logs, change control, stage gates, stakeholder comms, and post-implementation reviews.

• Standardize project artifacts and ensure every project has scope, timeline, budget, resourcing plan, risks/mitigations, and measurable outcomes.

Operations & service reliability

• Ensure high availability and performance for network, servers, storage, voice/data, collaboration, and site connectivity across all stations; own incident, problem, capacity, and change management practices.

• Define and monitor SLA targets (uptime, MTTR, change success rate, backup success, patch compliance) and publish monthly scorecards.

• Maintain DR/BCP readiness through tested recovery runbooks, defined RPO/RTO targets and periodic end-to-end exercises aligned with business criticality; own and drive infrastructure resilience and DR remediation plans resulting from audits, incidents and risk assessments.

Cybersecurity program (co-ownership with Cybersecurity Manager)

• Execute the cybersecurity roadmap: hardening baselines, identity & access, endpoint protection/EDR, patching, vulnerability management, email security, logging/SIEM, and awareness.

• Ensure stations implement required controls; track closure of findings, and report on cybersecurity KPIs and risk posture to SteerCo/EC.

• Maintain secure configurations for firewalls, remote access, and network segmentation; enforce least privilege and separation of duties.

Architecture, standards & compliance

• Own the Group identity, endpoint management and device governance framework, ensuring centralized management, appropriate administrative privileges, patching, configuration standards and security controls across corporate endpoints.

• Own Group infrastructure standards (network, server, storage, cloud, endpoint, backup, monitoring) and lifecycle plans (EOL/EOS refresh).

• Ensure compliance with corporate policies, vendor licensing, data protection, and applicable regulatory requirements across countries.

Vendor & budget management

• Lead sourcing and performance management for ISPs, telco, hardware, software, MSPs, and OEMs; negotiate contracts and SLAs.

• Own the infrastructure budget (OPEX/CAPEX), forecasts, and variance reporting; pursue TCO reduction through consolidation and right-sizing.

People leadership

• Lead and develop Cluster IT Managers, IT Coordinators, and Field Support; build succession pipelines, coach performance, and foster a high-accountability culture.

• Elevate managerial rigor: objectives/KPIs, 1:1s, quarterly talent reviews, and recognition for delivery excellence.

Qualifications & Skills

Education & Certifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or related field; master’s degree is a plus.

• Bilingual: English and Spanish (mandatory).

• Formal project management training required (e.g., PMP/Prince2, or equivalent). ITIL v4 Foundation preferred. Cloud/network/security certifications are a plus (e.g., CCNP, Azure/AWS associate, Fortinet/Palo Alto).

Experience

• 12+ years progressive IT experience, ideally within multi-country operations in aviation, travel services, or food & beverage manufacturing/retail.

• 8+ years leading complex infrastructure programs/projects (business cases, budgets, risk/issue management, scope/change control, benefits).

• Proven success managing distributed teams and vendors across multiple countries and cultures, delivering to SLAs and budgets.

Core Competencies

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Strategic Agility & Execution: Converts strategy into an actionable portfolio with clear KPIs; consistently ships on time and on budget.

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Program/Project Leadership: Establishes governance, stage gates, RAID discipline, and stakeholder comms; unblocks delivery.

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Service Reliability Mindset: Designs for availability, resilience, and observability; data-driven on SLAs and incident metrics.

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Cybersecurity-by-Design: Implements controls and remediation in partnership with Cybersecurity; enforces standards and patch hygiene.

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Vendor & Cost Management: Negotiates SLAs, optimizes TCO, and manages multi-vendor ecosystems effectively.

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Influence & Communication (EN/ES): Fluent in English and Spanish; able to influence executives and align station managers to Group standards.

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Analytical Problem Solving: Structures complex issues, uses data to decide, and drives root-cause corrective actions.

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Ownership & Accountability: Takes end-to-end ownership for commitments and outcomes; proactively identifies roadblocks, escalates when required, and drives issues to resolution without transferring accountability to vendors, peers or other functions.

Travel requirements

The position requires regular domestic and international travel across GCG locations in Latin America and the Caribbean, based on project, operational, audit and business requirements.

Embark on a journey with us, where every day brings new opportunities for growth and success.