Director, Information Technology Operations
About the Job
Director, Information Technology Operations provides day-today direction and oversight for information technology business operations. This includes oversight of both internally and externally sourced operations processes. The incumbent is ultimately responsible for ensuring that all technology operations are well-defined, reliably executed, measurable, cost-optimized and continuously improving. A highly organized manager, Director, IT Operations must be experienced in the management of all common IT supplier types including but not limited to IT Managed Services Providers (MSPs), network carriers and VARs. An excellent communicator, Director, IT Operations is responsible for making sure IT operations are continually measured using meaningful industry standard KPI and ensures ongoing reporting of all processes under his/her purview.
Essential Functions and Responsibilities:
Responsible for oversight of the “city plan” as part of the three-year technology transformation.
Identifies and manages existing and emerging risks that stem from business activities and the job role.
Prepares progress, budget and other reports for upper management.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
Follows written risk and compliance policies and procedures for business activities.
Manages IT expenses and capital spend for the technology team in conjunction with the IT Finance group. Oversees all IT asset and inventory management. Reviews all relevant supplier invoices and manages discrepancies.
Partner with Procurement and IT leaders on contract negotiation and contract management.
Interfaces with key internal stakeholders to ensure that IT operations meets the quality requirements.
Measures, tracks and reports on key metrics, KPI's
Participates actively on various committees and meetings as required
Provides support, empowerment, coaching, development, and effective leadership to the IT Operations team members internal and external
Collaborate with CIO in review of current IT policies, practices, and procedures
Available to provide guidance and support on critical issues affecting the business and employees…weather related, infrastructure, outages, other high-level events
Serves as the primary point of contact if needed to facilitate critical events or protocols with key stakeholder departments to ensure proper security risks are mitigated
Assists in development of SOPs, programs for business continuity, data integrity and recovery, governance, security and protection, emergency preparedness, etc. relating to IT
Assists in communications as needed to users
Education: BS/BA degree in Information Technology or related field. Master’s degree in information technology or related field preferred.
Experience: Minimum 8+ years of practical experience in IT operations in progressively increasing roles. Minimum 2+ years as IT Director or Sr. Manager. Knowledge of ITIL is required with ITIL Service Operations being a strength. Experience running IT Operations in a regulated environment such as HIPAA, SOX, PCI etc is required.
In-depth understanding of modern computer systems, networks, security, telecommunications, databases and storage systems.
Must have experience in hybrid and cloud models
Knowledge of ITIL v3 or higher is a must with particular focus on the Service Operations domain
Must have experience managing outsourced IT operations
Strong interpersonal, communication and leadership skills
Ability to manage and prioritize tasks and projects
Excellent analytical and problem-solving skills
Ability to lead matrixed teams
Demonstrated experience managing IT operations for mid to enterprise size business
Demonstrated experience managing IT suppliers