Senior Vice President, Head of Associate IT

Job Description:Senior Vice President, Head of Associate ITPosition SummaryReporting Relationship: The SVP, Head of Associate IT reports to the CIO, Enterprise Infrastructure and Operations. The Head of Associate IT—also described as the Head of Associate Technology and Experience—defines and executes the strategy, delivery, support, and ongoing evolution of the technology services that help Fidelity associates stay productive, secure, and connected from anywhere. This role leads a global organization of approximately 600 associates and contractors across the United States, India, and Ireland and is responsible for the technology experience of more than 80,000 associates worldwide.This executive oversees a blended organization consisting of both engineering/product teams and frontline technology support organizations that collectively provide end-user computing, collaboration, communications, workplace technology, service desk operations, field support, executive and other white glove support, and technology lifecycle management services.The role is accountable for driving technology modernization, workforce productivity, operational excellence, cybersecurity improvements, workplace transformation initiatives, and AI-enabled associate experiences.Organization ScopeGlobal Support OrganizationThe support organizations provide onsite and remote technology support services across Fidelity's global footprint, including:11 major Fidelity campuses across the United States2 campuses in Ireland3 campuses in IndiaMore than 200 Investor Centers (retail branches) throughout the United StatesSupport organizations include:Service DeskField SupportHigh Touch ServicesExecutive SupportTechnology Logistics and Deployment ServicesThese teams provide in-person, virtual, and executive technology support while serving as the primary point of contact for associate technology needs.Product and Engineering OrganizationThe product and engineering organizations are responsible for the strategy, engineering, operations, and lifecycle management of Fidelity's associate technology platforms.Core engineering organizations include:Desktop Platform EngineeringVoice and Video EngineeringCollaboration and Productivity EngineeringThese teams are primarily based in:Durham (Research Triangle Park), North CarolinaBangalore, IndiaThe engineering teams partner closely with enterprise architecture, cybersecurity, infrastructure, and business stakeholders to design and deliver modern workplace technology solutions.Key ResponsibilitiesStrategic LeadershipDefine and execute the multi-year vision and strategy for associate technology services.Drive technology investments that improve workforce productivity, security, and user experience.Align workplace technology strategies with enterprise business objectives.Lead large-scale transformation initiatives across associate technology platforms and support organizations.Associate Experience LeadershipOwn Fidelity's end-to-end associate technology experience.Ensure a seamless and productive experience for associates working onsite, remotely, or in hybrid roles.Continuously improve technology satisfaction, adoption, and productivity outcomes.Serve as executive advocate for associate technology needs across the enterprise.Product and Engineering LeadershipProvide strategic leadership for:Desktop and endpoint platformsWindows and macOS ecosystemsVirtual desktop and remote access technologiesCollaboration and productivity platformsVideo conferencing and unified communicationsMobile device technologiesEnd-user support toolingAI-enabled workplace technologiesEnsure platforms remain secure, scalable, reliable, and aligned with evolving business requirements.Global Technology Support LeadershipLead global support organizations responsible for:Service Desk operationsOnsite campus supportInvestor Center technology supportExecutive support servicesManaged event and conference servicesDrive:Operational excellenceAutomation and self-service capabilitiesImproved first-contact resolutionReduced incident volumesContinuous improvement across support functionsStrategic Transformation PrioritiesAI-Powered Associate ExperienceDefine and execute the GenAI strategy for associate-facing technology.Drive enterprise adoption of Microsoft Copilot, Cowork, and similar AI-enabled productivity platforms.Leverage AI capabilities to improve associate productivity, support automation, knowledge management, and technology operations.Zero Trust Remote Access ModernizationLead the migration from traditional VPN technologies toward Zero Trust Network Access (ZTNA) solutions.Improve security, user experience, and access management while simplifying remote connectivity.Workplace Technology and Onsite Working ReadinessEnsure Fidelity campuses, conference rooms, and collaboration environments are prepared to support increased onsite associate presence.Partner with Corporate Real Estate and business leaders on workplace transformation initiatives.Deliver seamless technology experiences across office locations, meeting spaces, and collaboration environments.Endpoint ModernizationReduce dependence on traditional Windows-centric desktop strategies.Expand macOS adoption through lifecycle replacement programs and new hire technology choice initiatives.Simplify endpoint management and improve associate flexibility through platform modernization.Cybersecurity EnhancementStrengthen associate technology security controls and operational practices.Leverage supplier intelligence, vulnerability scanning platforms, and AI-assisted analysis to proactively identify and remediate security risks.Partner closely with enterprise cybersecurity organizations to improve overall technology resilience.Service Optimization and Operational EfficiencyAdvance self-service, automation, virtual agents, and AI-enabled support capabilities.Reduce support demand through proactive issue prevention and improved technology experiences.Improve efficiency and effectiveness across Service Desk, Field Support, and High Touch Services organizations.Executive Leadership ExpectationsThe successful candidate will:Lead through influence across business and technology organizations.Build and develop a strong global leadership team.Drive organizational change and transformation at scale.Balance associate experience, operational excellence, innovation, cybersecurity, and financial stewardship.Develop succession pipelines and leadership capabilities across global teams.Operate effectively in a highly matrixed environment with executive-level stakeholders.Success MeasuresAssociate satisfaction and productivity outcomesTechnology platform availability and reliabilityService Desk and Field Support efficiency improvementsAI adoption and value realizationEndpoint modernization progressSecurity posture and vulnerability remediation performanceSuccessful delivery of strategic transformation initiativesTalent development and leadership effectivenessBudget performance and cost optimizationStakeholder satisfaction and executive confidenceFidelity’s Onsite Working ModelFidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.Certifications:Category:Information TechnologyPlease be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.SummaryLocation: Durham, NC; Westlake, TXType: Full time