Dir Technology Ops & Svc Mgmt

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Dir Technology Ops & Svc Mgmt

Job Code:

12955

Business_Title

Director Technology Operations & Service Management

Profile Title:

12955 Dir Technology Ops & Svc Mgmt

Grade / Band:

L3

FLSA Status:

Exempt

The Director of Technology Operations & Service Management is responsible for leading enterprise operational support functions and driving operational excellence across all technology services. This role oversees Level 2 Operations Center functions and IT Service Management (ITSM) practices, ensuring technology services are stable, secure, scalable, and supportable across the enterprise.

This leader establishes operational governance, drives service performance, and ensures consistent execution of incident management, escalation processes, and continuous service improvement. The role partners closely with Infrastructure, Engineering, Security, Workplace Technology, Application teams, vendors, and business stakeholders to deliver reliable and efficient technology services.

The Director will define and enforce measurable operational standards, drive accountability through data and reporting, and advance operational maturity aligned to enterprise objectives and customer experience expectations.

Lead the enterprise Technology Operations Center and Level 2 support functions

Oversee 24x7 operational support, including service restoration and escalation management

Ensure operational readiness and coordination during critical incidents and major outages

Drive consistency, supportability, and standardization across services and support teams

Establish and maintain operational procedures, support models, and governance standards

Own and mature core ITSM processes, including: Incident Management, Major Incident Management, Problem Management, Change Management, Request Management, Knowledge Management

Drive continuous improvement in ITSM workflows, automation, and governance

Ensure alignment with enterprise objectives, compliance requirements, and risk management standards

Partner with Engineering and Infrastructure teams to improve service reliability and reduce operational risk

Service Delivery & Performance Management

Define and monitor KPIs, SLAs, OLAs, and service health metrics

Drive accountability through operational reporting, trend analysis, and service reviews

Lead post-incident reviews, ensuring Root Cause Analysis (RCA) and corrective actions are completed

Identify opportunities for efficiency, automation, and process optimization

Develop and deliver executive-level dashboards and operational reporting

Lead, mentor, and develop operational leaders and technical support teams

Foster a culture of accountability, operational excellence, and customer focus

Build strong cross-functional partnerships across Technology, Security, Engineering, and business teams

Support workforce planning and organizational capability development

Establish and enforce operational governance and process adherence

Partner with senior leadership on operational strategy, roadmaps, and priorities

Ensure runbooks, documentation, and support procedures are standardized and maintained

Support audit, compliance, and security initiatives related to operational controls

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Information Technology, Business, or Related Field

Preferred

7+ Years of Prior Relevant Experience

IT Operations, Service Management, Infrastructure Operations, or Technology Support

Required

5+ Years of Prior Relevant Experience

leading operational support teams in an enterprise environment

Required

ITIL certification

Required

Additional operational or leadership certifications are a plus

Preferred

Proven experience managing ITSM programs and operational governance

Experience leading major incident response and cross-functional coordination

Strong understanding of enterprise operations, monitoring, and support models

Technical & Professional Skills

Strong operational leadership and organizational management capabilities

Deep understanding of ITIL and ITSM best practices

Excellent communication and executive-level presentation skills

Strong analytical, troubleshooting, and decision-making skills

Proven ability to lead during high-pressure incidents and outages

Strong stakeholder management and cross-functional collaboration

Data-driven mindset focused on continuous improvement

Balancing

X

Bending

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Carrying 10 pounds

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Clear speech - simple

X

Clear speech - complex

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Climbing

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Distant vision

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Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

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Kneeling

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Lifting 10 pounds

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Near vision

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Normal vision

X

Pushing/Pulling

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Reaching

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Sitting

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Standing

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Typing

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Walking

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Communication - verbal

X

Communication - written

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Confined area

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Contacts - works alone

X

Contacts - works around others

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Contacts - works with others

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Exposure to dust / dirt

X

Exposure to fumes / odors

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Extreme cold

X

Extreme heat

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Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

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Shifts

X

Smoke

X

Travel

X

Wet/Humid

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Analytical

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Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

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High pressure

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Judgment

X

Long hours

X

Math skills - advance

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Math skills - basic

X

Organization

X

Reading - simple

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Reading - complex

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Repetition

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Tight deadlines

X

Writing - simple

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Writing - complex

X