Director Operations

About Us: The Community Preservation Corporation (CPC) believes stable and sustainable affordable housing is the foundation of strong communities and we strive to contribute to comprehensive neighborhood revitalization through our lending and partnerships. A nationally recognized leader in affordable housing finance, CPC has provided a consistent source of capital to underserved housing markets throughout New York State since our inception in 1974. Today, CPC stands as the largest CDFI solely committed to investing in multifamily housing, having invested more than $15 billion to finance the creation and preservation of more than 230,000 units of quality housing in neighborhoods across New York State and beyond. CPC has a robust construction lending platform, a mortgage bank, and equity and impact investment platforms that focus on our three goals: Expanding Affordable Housing, Closing the Racial Wealth Gap and Investing in the Green Economy. As a member of our team, you'll have the opportunity to work on impactful projects that make a real difference in people's lives. We're looking for talented individuals who are passionate about our mission and share our values of commitment, respect, excellence, accountability, and collaboration. Role Summary: The Senior Director, Technology Operations is a key member of the Information Technology leadership team responsible for leading CPC's enterprise technology operations and ensuring the delivery of secure, reliable, and high-performing technology services that enable the organization's mission and business objectives. Reporting directly to the CIO, this role provides strategic and operational leadership across IT Service Management (ITSM), End User Services, Infrastructure, Networks, Cloud Operations, Identity & Access Management, Cybersecurity Operations, Technology Engineering, and Vendor Management. The Senior Director is responsible for establishing operational excellence through modern service management practices, process standardization, automation, and continuous improvement while delivering exceptional employee technology experience. The ideal candidate is an experienced, customer-focused technology leader with a passion for building high-performing teams, developing operational capabilities, and fostering a culture of accountability, collaboration, innovation, and service excellence. This individual will partner closely with business leaders and strategic technology partners to modernize CPC's technology operations, strengthen cybersecurity, improve operational resilience, and support the organization's continued growth and digital transformation. What You’ll Do: Leadership & Organizational Excellence Build, lead, and continuously evolve a world-class Technology Operations organization that delivers exceptional customer experience, operational excellence, and business value. Lead, mentor, and develop a high-performing team of IT professionals through coaching, performance management, training, succession planning, and career development. Foster a culture of accountability, innovation, collaboration, continuous improvement, and customer-centric service delivery. Develop organizational capabilities, operating procedures, and service standards that enable scalable growth and operational maturity. Technology Operations Strategy & Governance Develop and execute CPC's Technology Operations strategy and roadmap in alignment with the overall IT strategy and business objectives. Establish and mature IT Service Management (ITSM) capabilities based on ITIL best practices, including Incident, Problem, Change, Asset, Configuration, Knowledge, Request, and Service Level Management. Define operational KPIs, SLAs, dashboards, and executive reporting to measure service performance, operational effectiveness, and customer satisfaction. Drive continuous service improvement initiatives through automation, process optimization, standardization, and operational governance. Enterprise Technology Operations Provide strategic leadership for enterprise technology operations supporting CPC headquarters and regional offices, ensuring highly available, secure, resilient, and reliable technology services. Oversee End User Computing, Service Desk, Infrastructure, Networks, Cloud Services, Endpoint Management, Identity & Access Management, Operational Cybersecurity, and enterprise technology support. Ensure operational readiness, business continuity, disaster recovery, capacity planning, and technology lifecycle management across the enterprise. Lead operational planning to support future business growth, modernization initiatives, and evolving technology requirements. Technology Service Delivery Ensure the delivery of reliable, secure, and customer-focused technology services that consistently meet or exceed established service levels. Continuously improve the IT service portfolio, end-user experience, and operational efficiency through service optimization and automation. Partner with business leaders to understand operational needs and translate them into scalable technology solutions. Establish a service-oriented culture focused on responsiveness, transparency, communication, and measurable business outcomes. Program & Project Delivery Provide executive oversight for Technology Operations projects, ensuring successful delivery within scope, schedule, budget, and quality expectations. Prioritize operational initiatives and technology investments that improve reliability, security, scalability, and user experience. Collaborate with the PMO and business stakeholders to deliver enterprise technology initiatives that support CPC's strategic objectives. Sponsor and champion continuous improvement initiatives that increase operational maturity and reduce technology risk. Vendor & Strategic Partner Management Develop and manage strategic relationships with Managed Service Providers (MSPs), technology vendors, cloud providers, and external partners. Establish vendor governance processes, performance metrics, service reviews, and contractual accountability to ensure delivery of high-quality services. Lead vendor selection activities, including RFI, RFP, RFQ, contract negotiations, and ongoing performance management. Optimize vendor relationships to maximize value, control costs, reduce operational risk, and support CPC's long-term technology strategy. Cybersecurity & Risk Management Partner with vendor’s leadership to ensure operational security controls, vulnerability management, endpoint protection, and infrastructure security are effectively implemented. Support enterprise cybersecurity, compliance, disaster recovery, and business continuity initiatives through operational excellence and technology governance. Promote a security-first culture across technology operations while ensuring reliable and resilient service delivery. Skills and Experience: 15+ years of progressive experience in Information Technology, including leadership of enterprise IT Operations, Cybersecurity, Infrastructure, Engineering, and Service Delivery. Proven experience building, leading, mentoring, and developing high-performing IT teams with a strong customer service focus. Passion for delivering exceptional customer experiences while driving operational excellence and continuous process improvement. Strong technical expertise in enterprise networking, infrastructure, Microsoft technologies, cloud platforms, endpoint management, identity & access management, virtualization, backup and disaster recovery, and cybersecurity operations. Demonstrated experience supporting and maintaining enterprise firewalls, switches, wireless networks, Microsoft 365, Active Directory, Azure, VPN, endpoint protection, and enterprise collaboration platforms. Experience implementing and managing IT Service Management (ITSM) processes, including Incident, Problem, Change, Asset, Knowledge, and Service Level Management. Strong understanding of cybersecurity best practices, vulnerability management, endpoint security, disaster recovery, business continuity, and technology risk management. Process-oriented leader with the ability to standardize operations, improve service delivery, automate repetitive tasks, and leverage technology to increase efficiency. Proven experience managing Managed Service Providers (MSPs), technology vendors, strategic outsourcing relationships, and enterprise technology contracts. Demonstrated success leading infrastructure upgrades, technology modernization initiatives, enterprise projects, and organizational change. Strong financial and business acumen, including budgeting, vendor management, procurement, asset lifecycle management, and resource planning. Excellent analytical, problem-solving, communication, negotiation, and decision-making skills. Bachelor’s degree in information technology, Computer Science, Engineering, Business, or a related field is preferred. Equivalent professional experience, demonstrated leadership, and relevant industry certifications will be considered. Relevant industry certifications such as ITIL, Microsoft, Cisco, VMware, CompTIA, Azure, AWS, or cybersecurity certifications are preferred. KPIs (success criteria) Service Excellence Achieve and maintain 90%+ End User Satisfaction while continuously improving the overall employee technology experience. Meet or exceed established IT Service Level Agreements (SLAs) for incident response, request fulfillment, and service delivery. IT Service Management (ITSM) Maturity Successfully develop and execute the IT Service Improvement Plan (SIP), including: Implementation of ITIL-based Incident, Problem, Change, Asset, and Knowledge Management processes. Launch of an enterprise IT Service Portal and Service Catalog. Implementation of standardized IT communications and customer engagement strategy. Modernization of the IT Service Desk experience. Enhancement of the new employee onboarding technology experience. Operational Excellence Improve service efficiency by reducing recurring incidents, increasing first-contact resolution, and optimizing service delivery through automation and process improvement. Maintain high availability, reliability, and operational performance across CPC's enterprise technology environment. Cybersecurity & Risk Improve CPC's cybersecurity maturity by successfully executing the Cybersecurity Improvement Roadmap and achieving targeted SecurityStudio S2 assessment scores. Ensure operational compliance with established cybersecurity policies, disaster recovery, business continuity, and technology governance standards. Leadership & Continuous Improvement Build and develop a high-performing Technology Operations organization while maintaining strong employee engagement, talent development, and succession planning. Establish executive dashboards and operational KPIs that provide visibility into service performance, customer satisfaction, operational health, and continuous improvement initiatives. What We Offer: Competitive compensation 401(k) retirement plans with employer match Medical, dental, and vision benefits for employees and their dependents Commuter benefits PTO for vacation, personal days, sick leave, holidays, jury duty, bereavement, parental leave, and disability Tuition assistance program Two "work from anywhere" weeks per year Summer Fridays Collaborative working spaces Service days to support our communities Employee development and engagement events More about our offerings and culture This is a hybrid role where you will work from the Manhattan office two - three days a week. The salary range is $225,000 – $250,000, dependent on experience. Applicants must be authorized to work in the United States. The Community Preservation Corporation does not provide employment sponsorship of any kind. Candidates are responsible for ensuring they meet all minimum qualifications for the position at the time of application. The Community Preservation Corporation is an Equal Opportunity Employer and all employment-related decisions including recruitment, selection, evaluation, promotion, compensation, training and termination are made without regard to race, creed, color, national origin, sex, disability, marital status, status as a veteran, sexual orientation or gender identity, or any other protected status. #J-18808-Ljbffr