Senior Director, Technology Operations

Job-ID: 19645Category: Information Technology MgmtLocation: Charlotte, NC, United States; Irving, TX, United StatesWorkplace: HybridSchedule: Full timePosted: 2026-10-13Incentive Eligible: RBPBusiness: ADI Global DistributionIncentive Eligible (RBP): This position is eligible for a performance-based bonus of up to 20% of the annual base salary. The bonus is contingent upon both individual and company performance.Annual Equity Awards: You will be eligible for an annual equity grant, consisting of time-based restricted stock units based on individual and Company performance.Benefits: We provide comprehensive benefits, including life and health insurance, life assistance program, accidental death and dismemberment insurance, disability insurance, 401k Plan, vacation & holidays.US Visa Sponsorship Eligibility: This position is not eligible for US visa sponsorshipThe Senior Director of Technology Operations is accountable for the reliable, resilient, and cost-effective delivery of ADI’s global services and support. The role combines service management, employee support, operational resilience, and strategic partner management under one leader. This creates end-to-end accountability for service quality, employee experience, incident response, and continuous improvement.The Senior Director will establish a globally consistent operating model, strengthen service-management disciplines, improve performance transparency, and develop managed-service partnerships that reduce cost while improving service.Strategic MandateImprove employee technology experienceStrengthen operational resilienceStandardize global service deliveryMature ITSM processesExpand automation and self-serviceOptimize strategic service partnersJOB DUTIES:Technology Operations LeadershipEstablish clear service ownership and accountability.Develop the operating strategy, roadmap, and performance model.Build organizational capability, leadership depth, and succession plans.Service Delivery ExcellenceEstablish service levels, operating standards, and escalation processes.Lead service desk and regional support operations.Drive continual service improvement.Reliability and ResilienceEnsure the availability and performance of critical technology services.Lead major-incident response and executive communications.Strengthen monitoring, disaster recovery, and business continuity.Eliminate recurring issues through problem management and root-cause analysis.Strategic Sourcing and PartnersDevelop the sourcing strategy for technology operations and support.Identify services to retain, automate, outsource, or co-source.Establish strategic managed-service partnerships.Govern partner performance, service levels, costs, and improvement plans.Hold partners accountable for measurable business and service outcomes.Employee Technology ExperienceOwn the end-to-end employee support experience.Improve technology usability, reliability, and accessibility.Expand self-service, knowledge management, and intelligent automation.Use employee feedback and service data to prioritize improvements.ITSM Process GovernanceOwn incident, problem, request, change, and knowledge management.Establish consistent global processes and controls.Maintain a common service-management platform and intake model.Ensure operational readiness for new and changed technology services.Performance and ImprovementEstablish an outcome-based technology operations scorecard.Track service performance, risks, costs, and employee satisfaction.Conduct regular service, resilience, and partner reviews.Use operating data to drive accountability and continuous improvement.Measures of SuccessCritical-service availabilityMajor-incident reductionMean time to restoreRepeat-incident reductionService-level attainmentEmployee satisfactionSelf-service adoptionManaged-service performanceCost savings and value realizationYOU MUST HAVE:10+ years’ experience in IT5+ years as a managerGlobal experienceStrategic vendor-management skillsA record of service improvementWHAT'S IN IT FOR YOU:Medical, Dental, Vision, Commuter Benefit, Pet Insurance and 401k participation from Day 1 12 paid holidays each year Four weeks parental leave without using vacation time Employee discounts on company products and other retail/service providers Monday to Friday working hours - no weekends Opportunity to progress within a global business#LI-WD1About the companyADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at .You can find out more about how the talent community works here: ADI Talent Community Terms. Our recruitment privacy notice ADI - Recruitment Privacy Notice describes in more detail how we process your personal data and how you can exercise your personal data rights.ADI is an equal opportunity employer. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision. ADI complies with applicable equal employment laws in all countries where we do business.If a disability prevents you from applying for a job through our website, request assistance here.