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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director of IT Service & Operations - **Company:** BKF, Inc. - **Location:** Walnut Creek, CA, United States - **Experience:** Expert - **Salary:** $165,000.0 - $200,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, JIRA, Software as a Service, Cloud Computing, Collaborative Software, Information Systems, Identity and Access Management, Information Technology Operations, Knowledge Management, Procurement Software, Productivity Software, Software Licensing, Enterprise Software Applications, Information Technology, Data Analytics, Servicenow - **Published:** July 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c6dcb8028173563a ## About the Role * Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience. * Eight or more years of progressive experience in IT service management, workplace technology, or IT operations. * At least five years of leadership experience managing technical teams or IT service organizations. * Demonstrated success leading and improving IT service operations in a mid-sized or large organization. * Experience managing leaders or supervisors responsible for day-to-day technical operations. * Experience supporting modern, cloud-first workplace environments built around Microsoft 365, SaaS applications, and cloud-managed endpoints. * Strong understanding of IT service management principles and continual service improvement. * Demonstrated ability to build operational discipline through process improvement, metrics, automation, and accountability. * Excellent communication, leadership, and stakeholder management skills. Preferred * ITIL Foundation or higher certification. * Experience leading IT service organizations within professional services, engineering, architecture, or consulting firms. * Experience supporting geographically distributed organizations with multiple office locations. * Experience implementing or optimizing ITSM platforms such as Freshservice, ServiceNow, or Jira Service Management. * Experience managing IT procurement, vendor relationships, software licensing, and asset lifecycle management. * Experience leading organizational change and service modernization initiatives. Physical Demands: Must be able to regularly talk, hear, and operate various IT devices. Occasional lifting of equipment up to 40 pounds may be required. ## Description The Director of IT Service & Operations is responsible for leading the teams, processes, and technologies that deliver IT services across BKF Engineers. Reporting to the Vice President of Technology & Information Systems, this role provides strategic leadership for IT service delivery, workplace technology, asset lifecycle management, procurement, and IT service management. The Director will build and lead a modern, scalable IT service organization, driving operational excellence, automation, and continuous improvement while delivering an exceptional employee experience for a geographically distributed workforce. As BKF continues to grow organically and through acquisitions, this position will play a key role in advancing a cloud-first, data-driven IT organization focused on reliability, security, consistency, and employee productivity., * Provide strategic leadership and oversight for the organization's IT service delivery function. * Directly manage the Service Desk Lead, providing coaching, accountability, and support while empowering them to lead day-to-day service desk operations. * Establish service standards, operational priorities, and performance expectations across the IT support organization. * Serve as the senior escalation point for significant operational issues affecting employees or business operations. * Foster a culture of accountability, continuous improvement, customer service, and operational excellence. * Develop, implement, and continually improve IT service management processes, including incident, request, problem, change, and knowledge management. * Establish scalable operational processes and leverage automation, self-service capabilities, documentation, and knowledge management to improve efficiency and enhance the employee experience. * Identify recurring operational issues through trend analysis and drive root-cause improvements using ITIL or similar service management best practices. * Oversee operational support for modern workplace technologies, including Microsoft 365, collaboration platforms, SaaS applications, endpoint management solutions, and employee productivity tools. * Partner with Infrastructure, Cloud Operations, and Enterprise Applications teams to ensure seamless delivery of end-user technology services. * Support identity and access management processes, employee onboarding and offboarding, and workplace technology standards. * Oversee the full lifecycle of IT assets, including procurement, inventory management, deployment, refresh planning, recovery, and disposal. * Manage technology procurement, vendor relationships, software licensing, and subscription management while identifying opportunities for standardization and cost optimization. * Oversee technology support for office openings, relocations, expansions, conference room technology, and workplace systems to ensure a consistent employee experience across all locations. * Define, monitor, and report on key performance indicators for IT service delivery, using data and reporting to drive accountability, service improvements, and operational decision-making. * Partner with Human Resources, Finance, Facilities, Compliance, Security, and business leaders to improve employee experience, workplace operations, and business productivity. * Communicate operational priorities, service improvements, and technology initiatives effectively while building strong partnerships across the organization., The Director of IT Service & Operations will primarily work in an office environment with occasional travel to other office locations. Routine office hours are expected, with flexibility needed for after-hours support during critical incidents or system upgrades. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [How Data is Shaping our Games](https://www.wearedevelopers.com/videos/176-how-data-is-shaping-our-games) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)