Director IT Operation Services (onsite)

The Director of IT Operations Services is accountable for the strategic development, continuous improvement, and effective execution of IT operational service and support functions across the enterprise. This role ensures alignment with vendor and departmental objectives, driving operational excellence and service delivery performance.

The ideal candidate brings deep expertise in ITIL-based process leadership, with a strong focus on Incident Management, Change Management, and Problem Management. This position plays a critical role in maturing operational capabilities and governance frameworks to support enterprise-wide IT initiatives.

Key Responsibilities

IT Service & Operational Governance

• Design, implement, and oversee governance structures for IT service and support operations.

Performance Management

• Monitor, measure, and report on service delivery performance against established KPIs and SLAs.

Vendor & Contract Management

• Lead vendor relationships, contract negotiations, budgeting, and forecasting to ensure optimal service value and cost efficiency.

ITIL Process Oversight

• Drive continuous improvement and maturity of ITIL processes, with emphasis on Incident, Change, and Problem Management.

Service Model Performance Management

• Define, baseline, and monitor service level performance (KPIs, SLAs, SLOs, dashboards, metrics).
• Escalate performance issues and collaborate with partners to resolve service delivery challenges.
• Approve and report on performance metrics, exceptions, and penalties.
• Track and report customer and vendor satisfaction.
• Provide oversight and strategic direction for tools used to measure vendor engagement and internal IT performance.

Governance & Process Oversight

• Participate in departmental and partner governance meetings; manage and track escalations.
• Maintain and enforce change control policies and processes for both internal IT and vendor partners.
• Oversee disaster recovery and IT business continuity policies and processes, ensuring alignment across all stakeholders.
• Manage internal and vendor-related audit requirements and processes.

Vendor & Partner Relationship Management

• Oversee contracts and statements of work (SOWs), ensuring compliance, scope alignment, and timely renewals/extensions.
• Lead executive reviews, vendor meetings, and communications per established cadence.
• Manage resource allocation and project capacity across internal teams and external partners.

Strategic Leadership & Team Management

• Contribute to departmental strategic planning and direction.
• Provide leadership and coordination across IT Operations, aligning activities with enterprise priorities.
• Participate in recruitment and hiring within the IT Operations organization.
• Manage team performance, including work assignment, direction, and appraisal.
• Oversee budgeting and forecasting activities to support operational and strategic objectives.

Policy & Process Improvement

• Recommend enhancements to internal IT service policies, vendor management practices, and contractual requirements to support evolving business needs.

Minimum Requirements/Qualifications

• Bachelor’s degree in business, Information Technology, or related degree (or equivalent related experience)
• 10+ years of experience in IT, with at least 5 years in leadership role
• Proven experience negotiating contracts and ensuring contractual compliance.
• Experience working with managed services partners and BPO providers. (both onshore and offshore)
• Skilled in disaster recovery and business continuity planning.
• Exceptional communication and interpersonal skills.
• Strong critical thinking and problem-solving skills.
• Demonstrated interest in and understanding of continuous process improvement.
• Independent, proactive management style with a strong focus on accountability.
• Effective at managing teams and balancing multiple concurrent priorities.
• Action-oriented, with the ability to meet aggressive timelines and deadlines.
• Proven track record of delivering initiatives on time and within budget.

Desired Qualifications

• Proven track record of driving and delivering measurable results.
• Strong leadership in guiding and executing organizational change initiatives.
• Extensive experience in building, leading, and retaining high-performing, geographically dispersed teams.
• Background in vendor management operations and general management consulting.
• Certified in ITIL and PMP.
• Proficient in ServiceNow platform management, including configuration, reporting, and workflow optimization.