Senior Director, Technology Operations

The Senior Director will establish a globally consistent operating model, strengthen service-management disciplines, improve performance transparency, and develop managed-service partnerships that reduce cost while improving service.

Strategic Mandate

• Improve employee technology experience
• Strengthen operational resilience
• Standardize global service delivery
• Mature ITSM processes
• Expand automation and self-service
• Optimize strategic service partners, Technology Operations Leadership
• Establish clear service ownership and accountability.
• Develop the operating strategy, roadmap, and performance model.
• Build organizational capability, leadership depth, and succession plans.

Service Delivery Excellence

• Establish service levels, operating standards, and escalation processes.
• Lead service desk and regional support operations.
• Drive continual service improvement.

Reliability and Resilience

• Ensure the availability and performance of critical technology services.
• Lead major-incident response and executive communications.
• Strengthen monitoring, disaster recovery, and business continuity.
• Eliminate recurring issues through problem management and root-cause analysis.

Strategic Sourcing and Partners

• Develop the sourcing strategy for technology operations and support.
• Identify services to retain, automate, outsource, or co-source.
• Establish strategic managed-service partnerships.
• Govern partner performance, service levels, costs, and improvement plans.
• Hold partners accountable for measurable business and service outcomes.

Employee Technology Experience

• Own the end-to-end employee support experience.
• Improve technology usability, reliability, and accessibility.
• Expand self-service, knowledge management, and intelligent automation.
• Use employee feedback and service data to prioritize improvements.

ITSM Process Governance

• Own incident, problem, request, change, and knowledge management.
• Establish consistent global processes and controls.
• Maintain a common service-management platform and intake model.
• Ensure operational readiness for new and changed technology services.

Performance and Improvement

• Establish an outcome-based technology operations scorecard.
• Track service performance, risks, costs, and employee satisfaction.
• Conduct regular service, resilience, and partner reviews.
• Use operating data to drive accountability and continuous improvement.

Measures of Success

• Critical-service availability
• Major-incident reduction
• Mean time to restore
• Repeat-incident reduction
• Service-level attainment
• Employee satisfaction
• Self-service adoption
• Managed-service performance
• Cost savings and value realization

• 10+ years’ experience in IT
• 5+ years as a manager
• Global experience
• Strategic vendor-management skills
• A record of service improvement

• Medical, Dental, Vision, Commuter Benefit, Pet Insurance and 401k participation from Day 1
• 12 paid holidays each year
• Four weeks parental leave without using vacation time
• Employee discounts on company products and other retail/service providers
• Monday to Friday working hours - no weekends
• Opportunity to progress within a global business