Senior IT Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee application hosting and platform estates, encompassing web, database, big-data hosting, PaaS, and middleware.

• Manage operational support for SaaS and third-party applications, including coordinating with vendors and maintaining service levels.

• Supervise enterprise integration and batch services, covering APIs, messaging, ETL/ELT, and scheduled processing.

• Direct DevOps, CI/CD, platform engineering, and automation initiatives.

• Lead the enterprise GenAI platform in collaboration with the Office of the CTO on AI governance.

• Manage enterprise observability platforms for monitoring, logging, tracing, and telemetry.

• Oversee the enterprise ITSM platform, including its roadmap, health, and user adoption.

• Lead incident, problem, and change management processes while directing Major Incident Management, including Sev-1/Sev-2 command and executive communications.

• Supervise configuration management and the CMDB.

• Manage IT asset and software license oversight.

• Oversee technology lifecycle management, including end-of-life/end-of-support tracking and remediation planning.

• Coordinate technology-controls responses for compliance, audits, and vulnerability management.

• Manage workforce IAM operations, including joiner/mover/leaver provisioning, access requests, and access certification.

• Lead and mentor director- and senior-manager-level leaders across both towers.

• Govern internal versus partner-sourced service delivery and oversee SLA/performance governance.

• Manage tower-level KPI/scorecards and leverage data to inform investment, staffing, and process decisions.

• Collaborate with Finance and the Office of the CTO on TBM cost pools and unit economics.

• Represent Operations Delivery & Reliability in architecture, change, risk, resilience, executive, and leadership forums.

• Advocate for continuous improvement through ITIL 4 and Lean methodologies.

⛳️ Requirements

• Minimum of 7 years of progressive experience in IT leadership.

• Proven experience in application platforms/platform engineering and/or IT service management and service reliability within a complex, matrixed environment.

• Experience in managing and leading director-level or senior-manager-level technical teams.

• Hands-on expertise in areas such as application hosting, PaaS, enterprise integration/APIs and batch, DevOps/CI-CD and automation, observability/monitoring, and cloud-native application platforms.

• Strong foundation in ITSM/ITIL, covering incident, problem, change, configuration, and service-level management.

• Experience with ServiceNow platform ownership is highly preferred.

• ITIL 4 certification is a plus.

• Proven experience in leading Major Incident Management and structured problem/post-incident-review processes.

• Familiarity with IT asset and software license management, technology lifecycle/currency management, and compliance, audit, and vulnerability remediation.

• Knowledge of IAM operations, access certification, identity infrastructure, and information security.

• Exposure to GenAI platform enablement and AI governance is an advantage.

• Experience in managing outsourced application support and run operations, including SLA and performance governance.

• Ability to translate strategy into an actionable execution roadmap.

• Strong business and financial acumen.

• Excellent executive presence, along with written and verbal communication and stakeholder-management skills.

• Experience with Lean/continuous-improvement methodologies is a plus.

• At least 5 years of direct supervisory or management experience.

• Bachelor's degree in a relevant field or equivalent experience.

• Must be willing to travel to various locations for work.

• Ability to ascend and descend ladders, stairs, or other equipment.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and global travel health insurance.

• Short- and long-term disability programs.

• Leave programs designed to support personal circumstances.

• Retirement Savings Plan with employer matching contributions.

• Paid time off for vacation and personal needs.

• Volunteer time off to support community engagement.

• 10 recognized holidays each year.

• 2 well-being days to promote work-life balance.

• Additional voluntary benefits available.

• A comprehensive wellness program to support employee health.

• Opportunities for incentive or commission-based compensation.

• Annual performance reviews with considerations for base pay increases based on performance.