Senior Director, IT Operations, Delivery & End User Services

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Oversee daily and strategic IT operations, emphasizing service reliability, performance, and operational effectiveness.

• Set and track KPIs, SLAs, and OLAs to guarantee consistent service quality.

• Foster process enhancement, automation, proactive monitoring, and ongoing service improvements.

• Manage incident response, escalation handling, service recovery, and coordination of major incidents.

• Direct ITSM processes, including incident, problem, change, release, and configuration management.

• Formulate and implement global service desk strategies across phone, chat, portal, and virtual-agent channels.

• Supervise employee-centric end-user services, such as deskside support, endpoint services, workplace technologies, and digital workplace projects.

• Oversee identity lifecycle management, authentication, authorization, SSO, MFA, federation, RBAC, PAM, and access governance strategies.

• Manage strategic vendors, managed service providers, service evaluations, contracts, and third-party value realization.

• Collaborate with cybersecurity, risk, and compliance teams on secure operations, audits, and remediation efforts.

• Handle operational budgets, cost optimization, business cases, investments, and resource distribution.

• Lead and cultivate managers and teams in IT operations, service delivery, service desk, end-user services, major incident management, and identity management.

• Report directly to the Vice President of IT Operations and Delivery.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

• Over 5 years of progressive experience in IT leadership.

• Proven experience in leading IT operations, service delivery, service desk, end-user services, or identity management.

• Demonstrated capability in managing large-scale IT service organizations and operational teams.

• Experience in leading major incident management, service transformation, operational enhancements, and IAM modernization projects.

• Strong knowledge of ITSM frameworks and ITIL best practices.

• Familiarity with service management platforms, incident management systems, and workplace technology solutions.

• Understanding of automation, self-service technologies, analytics, digital employee experience platforms, and AIOps tools.

• Knowledge of service performance monitoring and operational reporting.

• Proficient in Microsoft Entra ID (Azure AD), Active Directory, SSO, MFA, PAM, identity governance, and access certification processes.

• Acquainted with Zero Trust security principles and access governance frameworks.

• Excellent communication and stakeholder management skills.

• Capability to influence senior leadership and promote cross-functional collaboration.

• Experience in leading distributed teams and managing organizational change.

• Strong operational and financial management skills.

• Proven ability to guide teams through high-pressure incident situations.

🏝️ Benefits

• Opportunities for continuous improvement and professional development.

• Support for employee engagement and leadership development.

• Exposure to strategic technology initiatives and cross-functional collaboration.