Director of Operations, Enterprise Services

Position Summary The Director of Operations, is the senior operational leader of Encore Technologies’ Service delivery organization, accountable for the performance, health, and continual improvement of all service towers within the practice, including Service Desk, the IT Operations Command Center (ITOCC), IT Service Management (ITSM), Workspace Engineering, and Data Analytics. Reporting to the Senior Director, of Services, this role leads through managers and is accountable for the daily execution and long-term operational maturity of the department. This role is accountable for operations both tactically and operationally. Tactically, it owns the daily execution of service delivery: coverage and staffing, queue and alert health, major incident coordination, escalation management, and service level attainment across all supported clients. Operationally, it owns the systems that make that execution repeatable: process discipline, documentation standards, quality assurance, workforce planning, tooling and platform administration, and the operating cadence that holds each tower accountable to defined metrics. The Director of Operations operates at the manager level, working directly with tower managers on operational health, capacity, and team performance, while driving continual service improvement that extends into service strategy. This includes shaping service design and delivery models, identifying automation and shift-left opportunities, developing the multi-year maturity roadmap for the department, and preparing the organization to scale as client volume and contractual scope grow. The role serves as the operational second-in-command to the Senior Director and represents operations in cross-functional, executive, and client-facing forums. Service Organization: Service Desk – single point of contact intake, triage, and resolution of incidents and service requests. IT Operations Command Center (ITOCC) – 24×7 monitoring, alert response, event management, and major incident coordination. IT Service Management (ITSM) – service management platform, process governance, workflow design, and automation. Workspace Engineering – endpoint management, imaging, application packaging, and device and workspace lifecycle. Data Analytics – operational and client reporting, dashboard development, and metric and data governance. Responsibilities: Operational Accountability & Service Delivery Hold end-to-end accountability for day-to-day operations across the Service Desk, ITOCC, ITSM, Workspace Engineering, and Data Analytics functions. Ensure service level agreements, service level objectives, and contractual obligations are consistently met across all supported clients. Own queue, ticket, and alert health across towers, including intake, triage, assignment, aging, backlog, and reassignment practices. Ensure 24×7 operational coverage is maintained through shift schedules, on-call rotations, holiday planning, and contingency staffing. Establish and run the departmental operating cadence, including daily stand‑ups, weekly tower reviews, and monthly operational performance reviews. Serve as the senior operational escalation point for delivery issues that cannot be resolved at the tower manager level. Leadership of Managers & Team Development Lead and develop the management team accountable for each service tower within the organization. Set clear performance expectations, goals, and metrics for each manager and hold them accountable to tower-level outcomes. Coach managers on people leadership, scheduling, escalation handling, coaching conversations, and performance management. Ensure consistent application of company policy across towers, including attendance, schedule adherence, timekeeping, and corrective action. Own workforce planning across the department, including headcount modeling, role ladder progression, succession planning, and retention strategy. Partner with Human Resources on hiring, employee relations matters, compensation actions, and organizational changes. Build a culture of accountability, ownership, documentation, and continuous improvement across all towers. Serve as a leadership escalation and decision authority for operational matters delegated by the Senior Director, Services. Tactical Execution & Major Incident Management Direct major incident coordination, including bridge management, communication cadence, and executive and client notification. Ensure incident, request, problem, and change processes are executed as documented and within required timeframes. Manage real-time reprioritization of work during outages, volume surges, staffing disruptions, and maintenance windows. Drive root cause analysis and problem management follow‑through to eliminate recurring incidents. Ensure after‑action reviews are completed, documented, and converted into corrective actions with named owners and due dates. Participate in a leadership escalation rotation for critical operational and client‑impacting events. ITSM Practice & Process Governance Own the ITSM practice for Services, ensuring incident, request, problem, change, knowledge, asset, and configuration management are executed consistently across all towers. Direct the service management platform roadmap, including workflow design, catalog structure, automation, integration priorities, and workspace engineering standards. Establish and enforce process, documentation, and data quality standards, including runbooks, standard operating procedures, work instructions, and knowledge articles. Govern change management practices, including change advisory review, risk classification, and post‑implementation validation. Conduct process adherence audits and ticket quality reviews, delivering coaching and corrective action based on findings. Ensure ITSM design decisions align to ITIL practices while remaining practical for a multi‑client managed services environment. Continual Service Improvement & Strategy Own the continual service improvement program for the department, including intake, prioritization, execution, and benefit validation of improvement initiatives. Identify systemic issues and delivery trends, then lead cross‑tower initiatives that produce measurable operational gains. Drive automation, self‑service, and shift‑left opportunities that reduce manual effort, ticket volume, and time to resolution. Contribute to service strategy and service design, including delivery models, coverage models, tooling selection, and new service readiness. Develop and maintain a multi‑year operational maturity roadmap in partnership with the Senior Director, Services. Evaluate emerging technologies, including automation and AI‑enabled tooling, and recommend adoption where operational value is demonstrable. Ensure the department is structurally and operationally prepared to absorb growth in client volume and contractual scope. Data Analytics & Reporting Own the Data Analytics function for Services, including internal operational reporting and client‑facing analytics deliverables. Set the analytics roadmap and prioritize work across dashboard development, recurring reporting, ad hoc analysis, and data integration efforts. Ensure data quality, definition consistency, and metric integrity across service management, monitoring, endpoint, and financial data sources. Direct the development of dashboards and reporting that make service performance visible to tower managers, leadership, and clients. Translate analytics output into operational decisions, staffing models, and improvement initiatives. Partner with Account Management and client stakeholders to define reporting requirements that support business reviews and contractual commitments. Develop analytics talent and establish standards for report development, documentation, version control, and peer review. Metrics, Reporting & Operational Health Define, maintain, and report the operational metrics that measure health across all towers, including SLA attainment, response and resolution performance, volume trends, backlog, reopen rate, CSAT, and utilization. Establish tower‑level scorecards and review them with managers on a recurring cadence. Maintain and improve dashboards, alert thresholds, and monitoring and notification workflows. Provide the Senior Director with accurate and timely operational data to support forecasting, staffing decisions, and executive reporting. Translate operational data into decisions and corrective action rather than reporting alone. Client Delivery & Stakeholder Engagement Serve as the senior operational point of contact for client service delivery questions, escalations, and recurring service reviews. Contribute operational content, metrics, and improvement commitments to monthly and quarterly business reviews. Lead operational readiness for client onboarding, service transitions, and the movement of projects into steady‑state support. Coordinate with Account Management, Customer Success, Professional Services, and Sales on delivery commitments, service design, and handoffs. Own the operational response to client concerns, including corrective action plans, follow‑up communication, and verification of resolution. Financial & Resource Stewardship Manage staffing across towers to budgeted headcount, overtime targets, and utilization expectations. Review and approve time, overtime, and shift differential pay in accordance with company policy and wage and hour requirements. Identify margin and efficiency opportunities within delivery models, coverage design, tooling, and vendor relationships. Partner with the Senior Director on budget development, capacity modeling, license management, and vendor evaluation, and own execution against the approved plan. Governance, Security & Compliance Ensure adherence to company security policies, acceptable use standards, and client‑specific security and regulatory requirements. Support compliance obligations including SOC, HIPAA, PCI, NIST, and CIS Controls as applicable. Ensure operational records, evidence, and audit artifacts are maintained, accurate, and retrievable. Promptly report and lead the operational response to security incidents, policy violations, and unauthorized tooling or platform use. Other Responsibilities Participate in after‑hours escalations, maintenance windows, and on‑call coverage as necessary. Travel occasionally to client locations, company offices, and partner meetings. Represent the Senior Director, Enterprise Services in operational matters during periods of absence. Perform other duties as assigned. Qualifications: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field preferred; equivalent professional experience will be considered in lieu of a degree. 10+ years of progressive IT operations, service desk, or managed services experience. 5+ years of people leadership experience, including demonstrated success managing other managers. Demonstrated experience owning service desk, network or IT operations command center, service management, and endpoint or workspace engineering functions in a multi‑client or environment. Experience overseeing a reporting or data analytics function, including dashboard development, metric definition, and data quality governance. Strong working knowledge of ITIL-based service management practices and hands‑on experience owning or administering an ITSM platform. Experience managing 24×7 shift-based operations, including coverage models, schedule design, and on‑call rotations. Proven track record of leading continual service improvement initiatives that produced measurable results in SLA attainment, resolution time, backlog, cost to serve, or customer satisfaction. Experience developing operational strategy, service design input, and multi‑year maturity roadmaps, and presenting them to executive leadership. Experience with monitoring, alerting, endpoint management, remote management, business intelligence, and automation tooling common to managed service delivery. Strong written and verbal communication skills, including client‑facing escalation handling and reporting to executive audiences. Prior experience in a managed service provider environment strongly preferred. ITIL Foundation certification required or to be obtained within the first year; ITIL intermediate or managing professional certifications preferred. Physical Requirements: Ability to remain in a stationary position for extended periods while working on a computer. Frequent use of computers, keyboards, monitors, telephones, and other office equipment. Ability to communicate effectively in person, by telephone, video conference, and email. Ability to read and analyze reports, dashboards, technical documentation, and operational metrics. Occasionally move throughout office and client locations to attend meetings and collaborate with team members. Ability to travel domestically up to 15-20% based on business and client needs. Occasionally lift and carry equipment or materials weighing up to 20 pounds, including laptops, monitors, and presentation materials. Ability to work outside of standard business hours, including nights, weekends, and holidays, in support of a 24×7 operation. Ability to perform work requiring sustained concentration, decision-making, and problem-solving in a dynamic environment. #J-18808-Ljbffr Encore Technologies