Vice President, Service Operations

Overview


To define the long-term vision, enterprise strategy, and executive direction for IT Service Operations. Accountable for enterprise operational resilience, service availability, risk mitigation, and continuous improvement across mission-critical technology services that support Navy Federal members, employees, and business operations. Enable and align operational teams towards corporate priorities, IT transformation, AI initiatives and process automation that will drive superior results in moving operations towards the future. Establish governance, executive reporting, investment priorities, and cross-functional alignment to ensure service operations capabilities evolve with business needs, regulatory expectations, and emerging technology trends. Serve as a senior executive advisor and decision-maker for operational performance, resiliency, service restoration, and large-scale technology operations.


Responsibilities

• Set enterprise vision, strategy, and operating priorities for IT Service Operations to ensure resilient, secure, and reliable technology services across Navy Federal
• Provide executive leadership for mission-critical operations, including ATM Operations, Mainframe Operations, Network Operations, Major Incident Management, Production Control, Data Center Management, Availability Management, Process Automation, Incident Communication, Infrastructure Service, and Batch Optimization
• Translate enterprise and Information Services strategic priorities into multi-year operational roadmaps, capability investments, governance practices, and measurable service outcomes
• Own executive accountability for service availability, operational continuity, incident readiness, and timely restoration of critical services impacting members, employees, and business partners
• Lead enterprise-wide major incident, crisis response, and service restoration strategy, ensuring decision rights, escalation pathways, communications, and post-incident improvements are clearly defined and consistently executed
• Establish and govern executive availability, reliability, resiliency, and service performance reporting, including metrics used for senior leadership and board-level visibility
• Drive cross-functional alignment with technology, risk, security, audit, business, vendor, and executive stakeholders to strengthen operational controls and enterprise service outcomes
• Define governance, risk management, and compliance expectations for Service Operations, including internal and external audit readiness, control health, regulatory considerations, and policy adherence
• Sponsor modernization, automation, and process optimization initiatives that improve resiliency, reduce operational risk, increase efficiency, and enable faster service recovery
• Set strategic direction for data center infrastructure, mainframe operations, batch optimization, ATM operations, and related enterprise platforms to support current and future business needs
• Evaluate operational trends, benchmarking, service performance, resiliency metrics, and emerging industry practices to inform executive decisions and continuous improvement priorities
• Oversee vendor and third-party operational performance, ensuring changes, outages, service dependencies, and contractual expectations are managed with appropriate executive visibility and accountability
• Build, lead, and develop a high-performing leadership team with clear accountability for operational excellence, talent development, succession planning, and enterprise collaboration
• Make strategic recommendations on Service Operations technologies, investments, organizational design, workforce planning, security, risk, and efficiency opportunities
• Ensure Service Operations policies, procedures, standards, and controls support enterprise objectives, member experience, operational resilience, and sound risk management
• Perform other duties as assigned

Qualifications

• Significant progressively responsible experience in managing IT Service Operations at an enterprise scale in a large IT organization with diverse technologies, preferably in a large financial services organization
• Advanced knowledge of hardware (e.g., mainframe, networking, etc.) and infrastructure protocols used to provide services to customers
• Significant experience in managing information systems environments including data center, applications, and infrastructure
• Experience in distributed technology infrastructure, including servers, storage and databases
• Experience in cloud technology infrastructure and concepts
• Significant experience in managing critical IT incidents and outages
• Demonstrated capability to lead enterprise IT Command Centers and incident/crisis management
• Advanced knowledge of ATM management principles and practices
• Significant experience in operations performance, reliability and availability metrics
• Advanced knowledge of availability, capacity & continuity management principles and practices
• Significant experience with mainframe batch processing
• Significant experience in delivering presentations to virtual and in person teams
• Significant experience in demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
• Significant experience in working with all levels of staff, management, stakeholders, vendors
• Advanced problem solving, collaboration, critical thinking, team building, and presentation skills
• Advanced leadership skills, marked by poise, positive influence, and the ability to drive change
• Advanced skill to execute in a fast paced, high demand, environment while balancing multiple priorities
• Advanced skill to effectively manage a remote distributed workforce across multiple locations and time zones
• Advanced skill developing and implementing programs in a leadership role, providing vision and strategic thinking around a full range of technical decisions and issues
• Expert verbal, interpersonal and written communication skills
• Bachelor's degree in Computer Science, Information Systems, or related field, or the equivalent combination of education, training and experience

Desired Qualifications

• Master's degree in Computer Science, Information Technology, or related field

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM (Hybrid)

Location:

• 820 Follin Lane, Vienna, VA 22180

About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.


Our approach to careers is simple yet powerful: Make our mission your passion.


FORTUNE 100 Best Companies to Work For 2026


Yello and WayUp Top 100 Internship Programs 2025


Computerworld Best Places to Work in IT 2026


Most Loved Workplace - America's Top Most Loved Workplaces 2025


2025 PEOPLE Companies That Care


Newsweek Most Trustworthy Companies in America 2026


Military Times 2025 Best for Vets Employers


Forbes 2026 America's Best Large Employers


Forbes 2025 America's Best Employers for New Grads


Forbes 2025 America's Best Employers for Tech Workers


2025 RippleMatch Campus Forward Award Winner for Overall Excellence


Military.com Top Military Spouse Employers 2025


2026 Handshake Early Talent Award


Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026


From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.


Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.


Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at or by calling 1-. This team cannot provide any information on job postings or application status.


Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.


Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.


Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.