Director, IT Operations

Accountabilities

• • Own and continuously improve the enterprise change management program, including policies, workflows, approval gates, implementation readiness, rollback planning, and post-change validation.
  • Chair the Change Advisory Board (CAB), ensuring production changes are properly assessed, approved, documented, and supported by complete audit trails.
  • Lead the IT service desk and end-user support organization, establishing service-level targets for response, resolution, customer satisfaction, and first-contact resolution.
  • Oversee employee onboarding and offboarding, device provisioning, access management, and the lifecycle of laptops, peripherals, software, and other IT assets.
  • Establish clear Tier 1 through Tier 3 support structures, escalation paths, ownership models, and knowledge-management practices.
  • Own the full incident and problem management lifecycle, including detection, triage, escalation, resolution, executive communication, root cause analysis, and corrective actions.
  • Coordinate cross-functional responses to critical Sev 1 and Sev 2 incidents and provide regular availability, outage, and operational trend reporting to senior leadership.
  • Oversee 24x7 monitoring, alerting, observability, and operational readiness across production and corporate environments.
  • Manage monitoring and incident-response technologies such as Splunk, Datadog, PagerDuty, Site24x7, Jira, and Confluence, ensuring strong detection coverage and effective on-call practices.
  • Partner with engineering and infrastructure teams to confirm new services meet operational, monitoring, and support requirements before production release.
  • Maintain operational readiness for SOC, PCI, and other applicable compliance and audit frameworks, including access controls, change controls, evidence gathering, and control attestations.
  • Manage technology vendors, managed service providers, procurement forecasts, software licensing, IT assets, and operational cost accountability.
  • Build, lead, coach, and develop a multidisciplinary IT operations team while establishing performance standards, career paths, accountability, and a culture of continuous improvement.

  Requirements

  • 10+ years of progressive IT experience, including at least 5 years in IT operations leadership or management.
  • Demonstrated experience owning a formal change management program, including CAB leadership, governance, documentation, and audit accountability.
  • Strong track record managing 24x7 IT operations, critical incident response, problem management, and SLA-driven service delivery.
  • Experience supporting SOC, PCI, or comparable security and compliance frameworks with measurable audit and compliance outcomes.
  • Hands-on familiarity with modern monitoring, observability, ticketing, and collaboration platforms such as Splunk, Datadog, PagerDuty, Site24x7, Jira, and Confluence.
  • Strong understanding of ITIL-aligned Incident, Change, and Problem Management practices.
  • Proven ability to build operational processes and governance structures from the ground up and translate operational metrics into clear executive-level reporting.
  • Excellent written and verbal communication skills, with the ability to work effectively with engineers, auditors, executives, and business stakeholders.
  • ITIL v3/v4 Foundation certification or higher is preferred.
  • Experience working in regulated industries such as financial services, healthcare, fintech, or payments is an advantage.
  • Experience leading or supporting M&A integrations, ERP transitions, or major platform migrations is preferred.
  • A career background combining hands-on technical expertise with progressive IT operations leadership is highly valued.
  • Strong leadership, coaching, decision-making, and problem-solving abilities, with a focus on accountability, service quality, and measurable outcomes.

  Benefits

  • Competitive salary of 100,000–130,000, depending on experience.
  • Fully remote working arrangement.
  • Opportunity to lead and shape a broad, enterprise-level IT operations function.
  • Exposure to modern monitoring, service management, security, compliance, and operational technologies.
  • Career growth opportunities within a technology-focused environment.
  • Opportunity to build and develop a high-performing, multidisciplinary IT operations team.