The Director of Technology Enablement & Strategic Delivery will play a critical role in shaping and executing the organization's long-term technology vision, aligning delivery strategy with broader business objectives to drive competitive advantage and operational effectiveness. This leader will define and implement a forward-thinking technology delivery strategy, proactively ensuring a reliable, secure, and consistent technology experience for employees across all markets. The role is responsible for strategic guidance and oversight to end-user support and asset management services. This role will enable scalable service delivery, robust financial and asset governance, and foster a culture of continuous improvement in end-user support operations to enhance organizational agility and resilience.

This role provides strategic leadership and development for a distributed, multi-level team, focused on empowering talent and building capabilities that drive technology innovation and transformation. The Director partners closely with technology, security, and business leadership to ensure alignment between technology initiatives and organizational priorities, driving productivity, operational excellence, and sustainable growth.

Key Responsibilities

• End User Support & Service Delivery
• .Lead the design, delivery, and operation of secure, scalable, and resilient systems
• Ensure timely, efficient, and high-quality resolution of incidents and service requests.
• Establish and maintain service standards, operational procedures, and escalation paths.
• Ensure consistent employee experience regardless of location or role.
• Desktop Support & Endpoint Strategy
• Lead the end-user device strategy, including standardization, lifecycle planning, and support models.
• Lead budgeting and forecasting for laptops, desktops, peripherals, and endpoint-related services.
• Partner with Finance and Procurement to manage cost controls, refresh cycles, and vendor relationships.
• Support all markets, including periodic travel for site visits, team coordination, and operational assessments.
• Help Desk Operations & SLA Management
• Oversee Help Desk performance using Ivanti as the enterprise ticketing platform.
• Define, monitor, and report on ticket SLAs, response times, and resolution metrics.
• Foster a data driven culture by utilizing data and trends to identify recurring issues, staffing needs, and improvement opportunities through informed analytics.
• Drive continuous improvement in first-contact resolution and overall service efficiency.
• IT Asset Management (ITAM)
• Lead IT Asset Management for end-user technology, utilizing Ivanti inventory capabilities.
• Define technology investment priorities and integrate them into capital and operating expenditure planning nextinhr.com.
• Monitor emerging technologies and trends to inform innovation and continuous improvement
• Ensure accurate tracking, compliance, and lifecycle governance of devices from procurement through retirement.
• Enforce asset standards and policies to reduce risk and support audit and regulatory requirements.
• Partner with Security and Risk teams on asset-related controls and reporting.
• Define technology investment priorities and integrate them into capital and operating expenditure planning
• Monitor emerging technologies and trends to inform innovation and continuous improvement

Vulnerability & Endpoint Risk Management

• Partner with Information Security to support endpoint vulnerability management, patching processes, and remediation efforts.
• Ensure end-user devices meet security standards and compliance expectations.
• Support audits, risk assessments, and regulatory inquiries related to endpoint controls.
• Team Leadership & Employee Development
• Build, mentor, and retain a high-caliber technology leadership team and technical workforce across end-user support and asset management services..
• Ability to plan and forecast future workforce needs and build a talent bench strength to meet future organizational needs.
• Set clear performance expectations, provide coaching, and support career growth and succession planning.
• Foster a culture of accountability, customer focus, and continuous improvement.
• Develop, communicate and execute a clear successful strategic technology vision and roadmap aligned with business strategy and priorities
• Work closely with executive leadership, product, operations, finance, compliance and multiple stakeholders to deliver technology-enabled change
• Represent technology to internal and external stakeholders, providing clear reporting on performance and risk

Key Systems & Tools

Ivanti (Ticketing and IT Asset Management)

Endpoint management and vulnerability tools (as applicable)

Qualifications

• A bachelor's degree in information technology, Computer Science, or a related business discipline is required. An advanced degree such as an MBA or MIT, or equivalent relevant experience, is preferred.
• 10+ years of experience in IT service delivery, end user services, or IT operations, including at least 5 years in a leadership role managing managers and distributed teams in an enterprise environment
• Proven strategic leadership experience in End User Services, Desktop Support, or IT Service Operations.
• Strong operational and functional background in service delivery, asset management, and operational governance.
• Experience leading and developing large, distributed teams in a regulated or enterprise environment.
• Demonstrated ability to manage budgets, SLAs, and vendor relationships.
• Excellent communication and stakeholder management and presentation skills.
• A proven strategic leader with strong business acumen within the financial services and or Information Technology industry with proven success navigating matrixed organizations and influencing without direct authority
• Familiarity with creating, executing and translating high-level organizational goals into actionable strategic plans resulting in improving processes and driving results
• Proven experience researching, compiling, synthesizing large and complex quantities of data into executive summaries
• Exceptional project management skills with the ability to oversee and drive multiple complex projects and initiatives for which projects are not clearly defined
• Natural and analytical problem solving with the ability to distill complexity and drive clarity
• Exceptional communication, interpersonal, and influencing skills with the ability to build trust quickly across multiple audiences and stakeholders at all levels
• High level of accountability and integrity with capacity to persist and sustain energy
• Proven experience managing sensitive information and communications with the highest level of discretion