Director, IT Operations

Director Of It Operations

This is a remote position. Director of IT Operations is responsible for the day-to-day delivery, reliability, and security of the company's IT environment. This leader owns the people, processes, and technology behind change management, the service desk, end-user support, infrastructure operations, and operational security. Reporting to the CIO/VP of Technology, the Director of IT Operations sets the standard for operational discipline, audit readiness, and service quality across the organization. This is a hands-on leadership role for someone who has built operational programs from the ground up, who can sit equally well in a Change Advisory Board, an executive readout, or a Sev 1 bridge call, and who measures success in uptime, audit findings, ticket SLAs, and team development.

Key Responsibilities

• Change Management & Governance
• Help Desk & End-User Support
• Incident & Problem Management
• Infrastructure Operations & Monitoring
• Security & Compliance
• Vendor & Asset Management
• Team Leadership & Development

Required Qualifications:

• 10+ years of progressive IT experience, with at least 5 years in IT operations leadership or management.
• Demonstrated ownership of a formal change management program, including CAB chairmanship and audit accountability.
• Strong track record managing 24x7 operations, incident response, and SLA driven service delivery.
• Experience supporting SOC, PCI, or comparable audit frameworks with measurable compliance outcomes.
• Hands-on familiarity with modern monitoring, ticketing, and collaboration tooling.
• ITIL-aligned understanding of Incident, Change, and Problem Management.
• Proven ability to build process structure from the ground up and translate operational data into executive-level reporting.
• Excellent written and verbal communication; equally effective with engineers, auditors, and senior leadership.

Preferred Qualifications:

• ITIL v3/v4 Foundation (or higher) certification.
• Experience in regulated industries (financial services, healthcare, fintech, payments).
• Experience leading or supporting M&A integration, ERP transitions, or major platform migrations.
• Background that spans hands-on technical work and senior leadership.

What Success Looks Like:

• Zero audit findings related to change management and operational controls.
• Sustained reduction in Sev 1 and Sev 2 incidents year over year.
• Service desk consistently meeting or exceeding SLA and CSAT targets.
• Clear, trusted operational reporting that leadership relies on to make decisions.
• A high-performing, well-developed IT operations team with low attrition and visible internal growth.