Director, IT Operations

Job Summary We are seeking an IT Operations Director to lead and evolve Consumer Cellular's IT operations. This role is responsible for delivering reliable, secure, and cost‑effective IT services while driving operational maturity, automation, AI adoption, and continuous improvement across the organization. The IT Operations Director oversees core service functions: Helpdesk, Technical Operations Center (TOC), IT Asset Management (ITAM), and Disaster Recovery & Resilience, and ensures alignment with business priorities through measurable service performance, strong governance, and proactive operations management. This role serves as the operational leader responsible for real‑time service performance, incident command, and cross‑functional execution. Location & Employment As this role has the option of hybrid or onsite, you will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ. Leadership & Strategy Lead and develop IT Operations teams, fostering accountability, ownership, and a high‑performance culture Define and execute IT operations strategy aligned to business outcomes (reliability, cost, scalability, speed) Establish KPIs (availability, MTTx, SLA adherence, cost efficiency) and drive continuous improvement Partner with executive leadership to align IT services with organizational priorities Drive accountability across engineering, product, and business stakeholders for operational outcomes and risk management Lead enterprise adoption of AI‑driven operations, establishing strategy, governance, and measurable outcomes across IT services Service Delivery & Operations Excellence Own end‑to‑end IT service delivery, ensuring high availability, performance, and user experience Oversee Helpdesk, TOC, incident management, and service request operations Define operational standards, runbooks, and workflows to ensure consistency and scalability Oversee IT operations tooling ecosystem (ServiceDesk, incident platforms, monitoring, dashboards) Incident, Problem & Reliability Management Serve as operational leader during major incidents, coordinating cross‑functional teams and driving resolution Establish and enforce incident response standards, including severity, escalation, and communication Drive root cause analysis (RCA) and problem management to eliminate recurring issues Ensure incident follow‑ups, remediation tracking, and accountability across teams Monitoring, Observability & Release Operations Define and implement monitoring, alerting, and observability strategies that provide actionable insights Establish clear signal‑to‑action processes for detecting and responding to operational issues Lead operational readiness for releases including monitoring plans, alert thresholds, and post‑release validation Drive continuous improvement of operational visibility across systems and services Infrastructure & Platform Operations Partner with Infrastructure and Engineering teams to ensure systems meet performance and availability targets Ensure operational readiness for infrastructure, cloud platforms, and enterprise systems Oversee capacity planning, patching, upgrades, and lifecycle management Reduce single points of failure and improve platform resilience Security, Risk & Compliance Ensure operational processes align with security standards and internal policies Partner with InfoSec on monitoring, detection, and incident response capabilities Ensure compliance with regulatory and data protection requirements Vendor & Stakeholder Management Manage vendors and service providers, ensuring performance against SLAs and cost targets Collaborate cross‑functionally to align IT services with business priorities Act as escalation point for operational issues impacting the business Financial, Asset & Organizational Management Manage operational budgets with focus on cost optimization and value delivery Oversee IT Asset Management (ITAM) and lifecycle governance Define and evolve organizational structure, staffing models, and role responsibilities Support FinOps practices for cloud and tooling cost optimization Process Governance, Change & Automation Own and enforce ITIL‑based processes (incident, problem, change, request) Lead Change Advisory Board (CAB) governance and continuous process improvement Ensure changes follow defined standards, approvals, and communication expectations Drive automation and AI use cases to improve operational efficiency and scale Requirements Education Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred) Relevant certifications (ITIL, PMP, or equivalent) preferred Experience 8+ years in IT Operations or Service Management, including 5+ years in leadership roles Experience leading multi‑functional operations teams (Helpdesk, TOC, ITAM, DR) Strong experience in incident management, change governance, and service delivery Experience operating in high‑availability, customer‑impacting environments Skills & Competencies Strong leadership and operational ownership mindset Ability to drive accountability across technical and business teams Strong analytical and problem‑solving capabilities Strong communication and stakeholder management skills Preferred Advanced certifications (ITIL Expert, PMP, CISSP) Experience with observability, AIOps, and automation tooling Familiarity with DevOps and SRE practices Pay & Benefits Minimum Salary: $165,900 Maximum Salary: $248,850 Competitive base pay with potential for shift differential, overtime and bonus pay Medical insurance (98% company‑paid for full‑time employee only coverage) Dental and Vision insurance (100% company‑paid for full‑time employee only coverage) 401(k) company match of 100% up to 6% of your pay Discounted Consumer Cellular wireless phone plan for employees Paid Time Off (PTO) available following a 30‑day waiting period* 6 company‑paid holidays plus 16 hours of floating holiday accrual per year Flexible Spending Accounts (FSA) for health care and dependent care expenses Life and AD&DD insurance equal to 1x your annual earnings (100% company‑paid) Long‑Term Disability insurance (100% company‑paid) Employee Assistance Program (100% company‑paid) Education reimbursement Employee rewards program Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions. #J-18808-Ljbffr Consumer Cellular, Inc.