The Senior Director of IT Operations, Delivery, End User Services & Identity Management is a senior technology leader responsible for driving the performance, reliability, security, and continuous improvement of IT services across the enterprise. This role leads IT operations, service delivery, service desk strategy, escalation management, end-user computing, with significant contribution to identity and access management functions to ensure high-quality technology services and exceptional digital employee experiences.
The Senior Director partners closely with business leaders, technology teams, cybersecurity leaders, and key stakeholders to align service delivery with organizational objectives while driving operational excellence, service reliability, rapid issue resolution, secure access management, and user satisfaction.
Key Responsibilities:IT Operations Leadership- Lead day-to-day and strategic IT operations, focusing on service reliability, performance, and operational efficiency.
- Establish and monitor KPIs, SLAs, and OLAs to ensure consistent service quality.
- Drive operational improvements through process optimization, automation, and proactive monitoring.
- Oversee incident response, escalation management, and service restoration activities.
- Collaborate with infrastructure, application, and security teams to improve service stability and resilience.
Service Delivery & ITSM- Lead execution and continuous improvement of IT service management (ITSM) processes and tools aligned with ITIL best practices.
- Oversee incident, problem, change, release, and configuration management disciplines.
- Ensure delivery of business-aligned IT services that meet operational and user expectations.
- Drive service maturity initiatives and continuous service improvement programs.
- Provide governance and reporting on service performance and operational health.
Service Desk Strategy & Delivery- Develop and execute service desk strategies that support digital workplace and employee experience objectives.
- Lead global service desk operations across multiple support channels, including phone, chat, portal, and virtual agents.
- Drive adoption of tiered support models, shift-left strategies, and knowledge-centered service practices.
- Implement automation, self-service capabilities, and AI-enabled support solutions to improve efficiency and user experience.
- Establish and monitor service desk performance metrics, including first contact resolution, mean time to resolve, customer satisfaction, and service quality.
- Ensure consistent and high-quality support experiences across regions and business units.
Escalation Management & Major Incident Leadership- Establish and maintain an enterprise escalation management framework, including severity definitions, response procedures, and governance.
- Lead coordination of major incidents and high-severity service disruptions, ensuring rapid mobilization and resolution.
- Facilitate incident command structures, war rooms, and cross-functional collaboration during critical events.
- Provide timely stakeholder communications during major incidents and service interruptions.
- Analyze escalation trends to identify opportunities for process improvement, root-cause elimination, and service stabilization.
- Promote operational accountability, transparency, and urgency in incident management practices.
End User Services (EUS)- Lead employee-facing IT services, including deskside support, endpoint services, and workplace technologies.
- Deliver consistent, high-quality end-user experiences across all support channels.
- Drive digital workplace initiatives involving collaboration technologies, mobility services, and endpoint experience improvements.
- Implement proactive and predictive support capabilities using analytics and user experience data.
- Identify opportunities to improve productivity and employee satisfaction through technology services.
Identity & Access Management (IAM)- Oversee the strategy for user provisioning, deprovisioning, access request fulfillment, and identity lifecycle management processes.
- Develop a comprehensive strategy for authentication and authorization technologies, including Single Sign-On (SSO), Multi-Factor Authentication (MFA), federation services, and Role-Based Access Controls (RBAC).
- Partner with cybersecurity teams to maintain the strategy for privileged access management (PAM) controls and access governance programs.
- Provide strategic guidance for IAM service metrics, operational performance, compliance requirements, and audit readiness.
- Drive automation and modernization of identity services to improve security, operational efficiency, and employee experience.
- Support Zero Trust security initiatives through strong identity governance and access control practices.
- Collaborate with HR, business leaders, application owners, and security teams to ensure timely and appropriate access to enterprise resources.
Vendor & Partner Management- Manage relationships with strategic vendors and managed service providers.
- Monitor vendor performance against SLAs and contractual commitments.
- Support contract negotiations, service reviews, and continuous improvement initiatives.
- Drive value realization and operational efficiency from third-party partnerships.
Security, Compliance & Risk Collaboration- Partner with cybersecurity, risk, and compliance teams to support secure IT operations.
- Ensure operational adherence to security controls, policies, and regulatory requirements.
- Support response and remediation activities related to operational security incidents.
- Promote security best practices throughout operational processes and service delivery functions.
- Support internal and external audit activities related to operations, service delivery, and access management controls.
Financial & Resource Management- Manage operational budgets and service-related expenditures.
- Drive cost optimization initiatives while maintaining service quality and performance.
- Develop business cases and investment recommendations to improve service capabilities.
- Ensure efficient allocation of resources to support operational priorities.
Team Leadership & Talent Development- Lead and develop managers and teams across IT operations, service delivery, service desk, end-user services, and identity management functions.
- Foster a culture of accountability, customer focus, continuous improvement, and collaboration.
- Support workforce planning, succession planning, and leadership development initiatives.
- Champion employee engagement and professional growth within the organization.
Qualifications:Education & Experience- Bachelor's degree in Information Technology, Computer Science, or related field.
- Master's degree preferred.
- 5+ years of progressive IT leadership experience, including leadership roles in IT operations, service delivery, service desk, end-user services, or identity management.
- Proven experience managing large-scale IT service organizations and operational teams.
- Experience leading major incident management, service transformation, operational improvement, and IAM modernization initiatives.
Technical Expertise- Strong understanding of ITSM frameworks and ITIL best practices.
- Experience with service management platforms, incident management systems, and workplace technology solutions.
- Knowledge of automation, self-service technologies, analytics, digital employee experience platforms, and AIOps tools.
- Understanding of service performance monitoring and operational reporting.
- Knowledge of Identity and Access Management technologies and platforms, including Microsoft Entra ID (Azure AD), Active Directory, SSO, MFA, PAM, identity governance, and access certification processes.
- Familiarity with Zero Trust security principles and access governance frameworks.
Leadership & Business Skills- Strong communication and stakeholder management skills.
- Demonstrated ability to influence senior leaders and drive cross-functional collaboration.
- Experience leading distributed teams and managing organizational change.
- Strong operational and financial management capabilities.
- Ability to effectively lead teams through high-pressure incident situations.
Key Competencies- Operational Leadership
- Service Management Excellence
- Customer & Employee Experience Focus
- Identity & Access Management Governance
- Data-Driven Decision Making
- Continuous Improvement
- Incident & Major Event Leadership
- Escalation Management
- Service Desk Transformation
- Vendor Management
- Cross-Functional Collaboration
Success Metrics- Service availability and reliability
- SLA/SLO performance
- First Contact Resolution (FCR)
- Mean Time to Resolve (MTTR)
- Employee Satisfaction (CSAT/NPS)
- Reduction in recurring incidents and escalations
- Effectiveness of major incident response and communications
- Self-service adoption and automation effectiveness
- IAM operational performance and compliance metrics
- Access provisioning and deprovisioning cycle times
- Budget performance and cost optimization
- Team engagement and retention
Reporting Structure- Reports to: Vice President, IT Operations and Delivery
- Direct Reports: Directors and Managers responsible for IT Operations, Service Delivery, Service Desk, End User Services, Major Incident Management, and Support Functions
