Senior IT Operations Director - Service Excellence & Reliability

• Develop and execute the IT operations and user experience strategies to ensure service availability, reliability, and scalability across classified and unclassified environments
• Define and monitor operational KPIs, SLAs, and Experience Level Agreements (XLAs) to track and enhance service performance and user satisfaction
• Establish and maintain runbooks, operational playbooks, and standardized operating procedures to ensure consistent and efficient operations.
• Drive a customer-centric IT culture focused on service excellence and operational efficiency
• Oversee enterprise-wide incident management, including escalation, communication, root cause analysis, and recovery efforts
• Oversee problem management processes to identify systemic issues and eliminate recurring failures
• Manage the change management process in partnership with Application Development, Infrastructure, and Security teams to balance speed and risk mitigation
• Ensure consistent adherence to ITIL-based service management practices, driving continuous improvement initiatives.
• Collaborate with infrastructure and cloud teams to maintain high availability, reliability, and scalability of IT systems
• Leverage operational data, automation, and analytics to eliminate root causes and improve service resilience
• Manage the enterprise service desk function, ensuring fast resolution times, high-quality support, and positive user experiences
• Drive initiatives to enhance quality of service, self-service capabilities, automation, and ticket reduction
• Align service desk operations with end-user platforms (e.g., endpoint engineering, identity, and collaboration tools) for seamless user support
• Improve service turnaround times, quality, and customer satisfaction metrics across all support channels
• Partner with Stakeholder Partners to align IT operations with mission and business priorities
• Collaborate with Application Development, Infrastructure, and Security teams to support deployments, upgrades, and platform changes
• Coordinate with data management teams to ensure operational readiness and support for analytics platforms, data pipelines, and mission-critical services
• Ensure operational compliance with NIST, CMMC, and corporate governance frameworks
• Participate in OCIO governance forums, contributing to strategy, alignment, and operational planning
• Identify and mitigate operational risks, ensuring regulatory and corporate compliance for classified and unclassified environments.
• Maintain documentation, controls, and evidence to support audits and meet internal and external regulatory requirements.
• Lead and mentor a team of IT operations, service desk, vendor management professionals across multiple locations
• Foster a culture of accountability, reliability, and continuous improvement within the team
• Develop training, certification, and career development plans to build a high-performing workforce
• Oversee vendor and managed service provider relationships, ensuring cost-effectiveness, performance, and value delivery
• Manage budgets, resource allocation, and co-sourcing arrangements to optimize operational efficiency
• Support organizational growth and productivity improvements by continuously evaluating and enhancing IT infrastructure and operations
• Drive innovation through data-driven insights, automation, and continuous improvement initiatives
• Deliver measurable value through operational excellence, cost optimization, and exceptional user experiences

Requirements Bachelor’s degree in computer science, Information Systems, or a related field is required A minimum of (10) years of progressive IT leadership experience, with at least 5 years in senior IT operations, service delivery, or enterprise IT roles is required Must be extremely customer-focused, solution-oriented and results-driven Exceptional communication and stakeholder management skills, with the ability to influence and align cross-functional teams and executive leadership Demonstrated success in leading large, geographically dispersed teams, managing budgets, and delivering enterprise-scale IT services Strong strategic thinking, problem-solving, and decision-making skills with the ability to manage complex projects and deliver results on time and within budget Expertise in ITIL frameworks, and IT service management processes, including incident, problem, and change management Proven ability to lead and motivate diverse teams, fostering a culture of accountability, collaboration, and continuous improvement This position requires ability to obtain and maintain a security clearance, which is issued by the U.S. government. U.S. citizenship is required to obtain a security clearance. ATS Optimization Keywords Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to JobTailor job listings. Hard Skills IT operations user experience strategies operational KPIs SLAs ITIL frameworks incident management problem management change management data analytics service desk management Soft Skills customer-focused solution-oriented results-driven communication skills stakeholder management strategic thinking problem-solving decision-making team leadership collaboration Certifications & Qualifications Bachelor’s degree in computer science Bachelor’s degree in Information Systems ITIL certification security clearance #J-18808-Ljbffr Jobtailor