Director of Technology Operations

Director of Technology Operations

Location: Hybrid (Orlando or Denver)

Role
Overview

We are seeking an experienced and highly
driven Director of Technology Operations to lead and evolve all
technology operations across a multi -site, operationally critical environment.
This role will oversee the full IT Operations function—covering Help Desk
(Level 1 & 2), IT Service Management, Network Services, IT Infrastructure,
and Information Security—and will lead a growing IT Operations team (5–6
today, scaling over time) along with external vendors and partners.

This position is ideal for a leader who
thrives in high -availability, service -led environments and who has direct
experience supporting call -centre or contact -centre operations, ensuring
technology performance, resilience, and rapid incident response. You will be
empowered to shape the operating model, define service standards, determine
what is delivered internally vs externally, and select/manage third -party
vendors and service providers.

This is a hands -on leadership role with
significant autonomy, requiring a “charge” mentality—someone who can assess,
stabilise, standardise and scale IT operations while keeping service quality
and security at the forefront.

Key
Responsibilities

1) IT
Operations Leadership & Service Excellence

• Lead
  and continuously improve all IT operations capabilities, including:
  
• Help
  Desk (Level 1 & 2)
  
• IT
  Service Management (ITIL -aligned)
  
• Network
  Services
  
• IT
  Infrastructure & End User Computing
  
• Information
  Security & operational risk controls
  
• Build
  a high -performing, service -focused team and culture with clear
  accountability.
  
• Own
  service delivery performance including SLAs, incident response, problem
  management, change control, and service transition.
  
• Ensure
  robust coverage for operationally critical environments, including
  shift -based or call -centre aligned support needs.
  

2)
Call -Centre / Operational Technology Enablement

• Ensure
  technology operations are designed to support high -volume service
  environments where uptime and responsiveness are essential.
  
• Partner
  with Operations leadership to understand workflows and ensure IT service
  models enable performance and customer experience.
  
• Establish
  operational readiness and resilience: monitoring, escalation paths,
  disaster recovery, and business continuity.
  

3)
Strategy, Transformation & Scalability

• Develop
  and execute an IT operations strategy focused on consolidation,
  standardisation, and scalable service models.
  
• Lead
  transformation initiatives to improve efficiency, customer satisfaction,
  and cost effectiveness.
  
• Design
  the long -term operating model: structure, roles, tooling, and vendor
  alignment.
  

4) Vendor
& Partner Management

• Own
  vendor selection and management, including managed service providers,
  tooling providers, and infrastructure partners.
  
• Decide
  what capabilities should be delivered internally vs externally; build the
  roadmap accordingly.
  
• Negotiate
  commercial terms, ensure performance, and drive value and accountability
  from suppliers.
  

5)
Security, Governance & Compliance

• Ensure
  security controls and governance are embedded across operations,
  infrastructure, and service management.
  
• Lead
  operational security practices including access controls, endpoint
  protection, patching cadence, vulnerability management, and incident
  handling.
  
• Partner
  with relevant stakeholders to ensure compliance alignment and risk
  reduction.
  

6) Metrics,
Reporting & Budget Ownership

• Define
  and track KPIs for IT Operations: response times, resolution times,
  availability, customer satisfaction, and service quality.
  
• Prepare
  and manage budgets for IT operations, vendors, tooling and infrastructure;
  ensure cost control and optimisation.
  
• Provide
  clear reporting and recommendations to executive stakeholders, including
  the VP of Operations.
  

Required
Experience & Background

• 10+
  years in IT Operations / Technology Operations
  leadership roles spanning multiple domains.
  
• Proven
  experience leading service delivery teams in operationally critical
  environments, ideally including call -centre/contact -centre settings.
  
• Strong
  experience across:
  
• IT
  Service Management (ITIL -based)
  
• Infrastructure
  & End User Computing
  
• Network
  Operations
  
• Security
  operations and governance
  
• Vendor
  and contract management
  
• Demonstrated
  success driving transformation: consolidation, scalability, cost
  efficiencies, and service quality improvements.
  
• Strong
  leadership presence with the ability to operate autonomously, influence
  stakeholders, and work cross -functionally.
  

Education
& Certifications

• Bachelor’s
  degree in IT, Computer Science, or related field (or equivalent
  experience).
  
• ITIL
  certification (or equivalent ITSM leadership experience) strongly
  preferred.
  
• Additional
  security, infrastructure, or service management certifications are
  advantageous.
  

Competencies

• Leadership
  & Ownership: Leads from the front, builds trust,
  drives performance, and holds high standards.
  
• Service
  Mindset: Obsessed with reliability,
  responsiveness, and continuous improvement.
  
• Strategic
  Autonomy: Comfortable operating with minimal
  direction; makes strong decisions that balance risk, cost, and
  performance.
  
• Operational
  Excellence: Calm under pressure; effective in
  incident -led environments.
  
• Stakeholder
  Management: Partners effectively with Operations
  leadership and senior stakeholders.
  
• Change
  Leadership: Drives adoption, process maturity, and
  scalable operating models.