Director, IT Services & Operations

To support our continued growth and scale we’re looking for a dynamic, service oriented individual to lead our global Services and Operations team. In this role, you will be responsible for the strategy, planning, design, delivery and operational management and support of processes and systems that serve as the foundation of the organization’s technology foundation. This includes overseeing the employee experience as it relates to technology services including but not limited to unified communication & collaboration apps, identity and access management, and end-user computing. This includes setting architectural direction for the organization and aligning to meet global business needs, ensuring flexible, modern technologies to support various compliance, privacy and security policies and procedures.

Reporting to the Senior Director of Business Technology, you will be asked to leverage your proven leadership, knowledge and experience to deliver high-quality execution, customer-focused delivery, and operational excellence necessary to support our dynamic, growing business. The ideal candidate will have deep experience deploying and supporting cloud-native solutions, and have had experience scaling the function and maturing operations to up-level security, and ensure adherence to compliance frameworks such as SOC, SOX and PCI.

What You'll Do

• Developing a vision and roadmap that transforms the function from service provider to business enabler with a focus on employee experience
• Building and maintaining forward-looking solutions to deliver automated, scalable, and reliable outcomes that fulfill the needs of the business in alignment with standard processes, tools and service levels
• Building and developing a global, flexible, proactive, high-performing team that effectively delivers coordinated and robust services, service levels and exceptional employee experiences
• Managing planning process by prioritizing initiatives and coordinating the evaluation, deployment, and management of current and future technologies
• Help mature the Corp Security stance, working in close partnership with the Security team. Drive maturing our risk management capabilities including disaster recovery and BCP
• Developing and maintaining budgets that align with plans and service levels; proactively improving value over cost ratio
• Oversee the technology build-out of new offices, both in the US and internationally
• Interface with business stakeholders and leaders to define support initiatives and solutions for improving service efficiency and effectiveness

What We're Looking For

• 10+ years of relevant technology operations and services experience with progressively increasing responsibility with a minimum of 5+ years leading and managing these functions
• Strong working knowledge of architecture, design, implementation, and operations using cloud first solutions (e.g. OKTA, Zoom, GSuite, Slack, JAMF, Intune)
• Advanced knowledge of enterprise architecture in the area of IaaS, identity and access management (IAM), endpoint management, collaboration platforms and security technology
• Previous experience scaling and maturing technology services and operations function to up-level security, and ensure adherence to compliance frameworks such as SOC, SOX and PCI
• Solid project management skills, ability to set and manage expectations well, work effectively with others, and ensure team members execute on deliverables
• Strong passion for service delivery and operational excellence. Proven track record of developing and managing IT Services and SLAs and ability to coach and mentor a team to deliver outstanding results
• Critical and structured thinking, business acumen and executive level influence to formulate and obtain broad support for proposed strategies, operating model and plans
• Demonstrated experience in vendor management and capacity planning in a fast growth environment
• Highly collaborative, accountable and results driven