Director of Technical Operations

Director of Technical Operations

Department: IT Group

Employment Type: Full Time

Location: Clackamas

Reporting To: Dennis Paulsen

Description

Summary:

We are seeking a dynamic, solutions-oriented Director of Technology Operations to lead, scale, and optimize IT operations for our enterprise. Serving as a strategic partner to leadership and business unit heads across geographies, this role is accountable for the reliability, agility, and continuous evolution of our enterprise technology ecosystem.

The ideal candidate is a transformative, hands-on leader who blends deep technical fluency with strong financial stewardship and operational maturity. Rather than introducing rigid bureaucracy, this leader takes a pragmatic, evolutionary approach-fine-tuning existing workflows, aligning IT service delivery with measurable business outcomes, and fostering an empowering, "Best in Class" culture across Service Desk, Project Management Office (PMO), Infrastructure, and Enterprise Applications.

Because our team members are our greatest asset and strength, this role directly assesses the VP's direct reports and the next level of leaders, identifies strengths and gaps, and ensures each leader has a practical development plan. The Director also evaluates reporting relationships, spans of control, role clarity, and succession depth, and uses a working knowledge of income statements and balance sheets to connect people decisions to business results.

Key Responsibilities

1. Enterprise IT Service Delivery & Service Desk Operations

• Support Leadership: Direct the strategy and daily execution of end-user support, including the IT Service Desk, Desktop Support, Field Services, Depot/Procurement, and VIP/Executive Support across multiple time zones.
• SLA & Throughput Excellence: Establish, monitor, and enforce aggressive Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure consistent, predictable service throughput-even during critical end-of-month, end-of-quarter, or high-volume operational periods.
• End-to-End Lifecycle Management: Oversee the complete IT lifecycle of internal and customer-facing systems, including enterprise workstations, telephony, infrastructure, and specialized operational/manufacturing hardware.
• Operational Readiness & Business Continuity: Lead contingency planning, risk surfacing, and operational readiness initiatives to protect business continuity and minimize disruptions during organizational transitions or major system cutovers.

2. ITSM, ITIL Frameworks & IT Governance

• ITSM & ITIL Maturity: Own, design, and continuously optimize core ITIL processes-including Incident, Problem, Request, Change, Escalation, and Knowledge Management-within enterprise platforms.
• IT Intake & Demand Management: Architect and govern a centralized IT Intake process to evaluate, prioritize, and route incoming business requests, ensuring resource allocation aligns with strategic corporate objectives and operational capacity.
• Enterprise Governance & Compliance: Establish pragmatic IT governance models, internal controls, and compliance frameworks that safeguard enterprise data and infrastructure without impeding business agility.
• Knowledge & Self-Service Enablement: Drive continuous improvement in knowledge base creation, documentation standards, and automated self-service tools to empower end-users and accelerate first-contact resolution.

3. Project Management Office (PMO) & Digital Transformation

• PMO Leadership & Tollgate Governance: Develop, deploy, and oversee formalized project management methodologies and tools. Serve as the executive tollgate for technology initiatives to ensure requirements are rigorously defined, scoped, and aligned with strategic goals.
• Enterprise System Implementations: Lead cross-functional execution for major digital transformation initiatives, including ERP migrations, CRM rollouts, and M&A technology integrations.
• AI & Automation Readiness: Champion the pragmatic adoption of emerging technologies and AI-driven workflows across IT operations to automate routine tasks, enhance reporting accuracy, and elevate enterprise productivity.

4. Continuous Improvement & Lean Operations

• Lean Six Sigma Execution: Embed Lean and Continuous Improvement methodologies into daily IT operations to eliminate waste, reduce turnaround times, and streamline cross-departmental workflows.
• Root Cause & Corrective Action: Partner closely with all IT Operations teams on deep failure-mode analysis and root-cause corrective actions to permanently resolve recurring technical issues and business impacts.
• Asset & Inventory Optimization: Reframe IT hardware, spare parts, and demo/recon pools as actively managed operational assets-optimizing space utilization, procurement costing, redistribution, and lifecycle disposition.

5. Customer Satisfaction & Cross-Functional Partnership

• Customer-Centric Culture: Champion an unwavering focus on internal and external customer satisfaction, transforming IT from a transactional support function into a proactive, trusted business enabler.
• Executive & Departmental Alignment: Foster transparent, collaborative partnerships with Finance, Manufacturing, Distribution, Quality, Engineering, and Sales leadership to ensure technology roadmaps directly support revenue and operational goals.
• Voice of the Customer: Implement regular satisfaction tracking, feedback loops, and executive business reviews to measure stakeholder sentiment and drive targeted service enhancements.

6. Financial Stewardship & Resource Optimization

• Multi-Million-Dollar P&L Management: Develop, justify, and manage a $15M-$30M+ IT operations budget, maintaining strict fiscal discipline across OPEX, CAPEX, vendor contracts, and software licensing.
• Data-Driven Economics: Apply rigorous cost-benefit and repair-versus-replace analyses to hardware maintenance, vendor agreements, and service models, identifying opportunities to reduce operational costs while improving service quality.
• Vendor & Outsourced Partner Management: Negotiate and manage contracts with third-party vendors, hardware suppliers, and managed service providers to ensure accountability and maximum return on investment.

7. Talent Development & Organizational Leadership

• Inspirational People Leadership: Lead, mentor, and coach a diverse, geographically dispersed organization of managers, engineers, analysts, and technicians.
• Cross-Training & Team Resilience: Eliminate single-point dependencies by building structured cross-training programs, clear career pathways, and flexible skill coverage across teams.
• High-Accountability & Morale: Cultivate a high-morale, low-turnover environment rooted in psychological safety, diversity, equity, and inclusion, while holding staff to clear performance standards through active coaching and accountability.

What you bring to Pacific Seafood

Required:

• Executive or Senior Leadership Track Record: 12+ years of progressive leadership experience in IT Operations, Service Delivery, or Technical Operations, including 5+ years at the Director or Senior level within a complex, multi-site, or enterprise environment.
• Proven Operational Impact: Demonstrated history of scaling support teams, managing multi-million-dollar budgets, and delivering measurable reductions in operational costs and ticket turnaround times.
• Enterprise Transformation: Hands-on experience leading large-scale ERP/CRM transitions, ITIL/ITSM framework implementations, and post-M&A systems integration.
• Cross-Industry Fluency: Strong operational understanding of corporate IT alongside manufacturing, distribution, engineering, or field-service environments.

Education & Certifications

• Education: Bachelor of Science in Information Technology, Computer Science, or related technical discipline. Preferred; advanced degrees, e.g., Master of Business Administration (MBA)

Certifications, not required, but highly desired:

• ITIL Certification
• Lean Six Sigma Certification
• Project Management Professional or active PMI affiliation strongly preferred.

Physical Requirements

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. While performing the duties of this job, the team member:

• Must be available to work Monday -Friday during regular working hours, with occasional weekend duties.
• Ability to maintain a stationary position 80% of the time, with intermittent walking, standing, bending, reaching, and/or crawling.
• Ability to move and transport documents, equipment, or other items weighing up to 50 pounds across various locations for different team members, departments, and events.
• Capable of occasional travel as required by duties, demonstrating efficiency and effectiveness in diverse locations.
• Capable of operating a computer and other office productivity machinery, including a calculator, copy machine, and printer.
• Capable of frequently communicating with team members and stakeholders, accurately conveying detailed or important spoken instructions.
• Capable of perceiving visuals for activities such as preparing and analyzing data and figures, transcribing, viewing a computer screen, and engaging in extensive reading.

Working ConditionsThe working environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. While performing the duties of this job, the team member is exposed to:

• Traditional office environment
• Standard office equipment (computers, printers, phones, etc.)
• Well-illuminated environment
• Quiet to moderate noise level
• Occasional travel via car or plane to regional facilities, events, etc.
• Occasional subtle and mild scents related to operational facilities
• Occasional access to operational or warehouse facilities

Benefits

Total Compensation

At Pacific Seafood your base wage is only a portion of your overall compensation package. We invest in our Team Members through a comprehensive and attractive total rewards package, including but not limited to:

• Health insurance benefits options, including medical, prescription, vision, dental, basic group life and short term disability.
• Flexible spending accounts for health flex and dependent care expenses
• 401(k) Retirement Plan options with generous annual company profit sharing match
• Paid time off for all regular FT team members, to include sick days, holiday pay, vacation, and personal time
• Employee Assistance Program- Confidential professional counseling, financial, and legal assistance provided at no charge to Team Members and immediate family members
• Product purchase program