Job DescriptionThe Senior IT Director II, Operations Delivery & Reliability is a senior leadership role accountable for the platforms on which the enterprise builds, hosts, and runs software - and for the controls, lifecycle, and quality disciplines that keep the technology estate reliable, compliant, and current. The role owns Tower 4 (Application & Developer Platforms) and Tower 5 (Service Reliability & Technology Stewardship) of the IT Infrastructure Services operating model. This Level II Senior Director leads other director- and senior-manager-level leaders across application hosting and platform engineering, integration, DevOps and automation, observability, and the enterprise service-management, configuration, asset, lifecycle, and technology-controls functions.
This role pairs a build-and-run platform mandate with an independent stewardship mandate: enabling development teams to deliver software quickly and safely, while governing the change, incident, configuration, compliance, and lifecycle disciplines that protect service quality across every tower. The successful candidate is equally comfortable commanding a Sev-1 major-incident bridge, setting the roadmap for the enterprise ITSM and observability platforms, and briefing executive leadership on reliability, technical-debt, and license-compliance posture.
Key ResponsibilitiesTower 4 - Application & Developer Platforms (build, host, and run software)- Own the application hosting and platform estate - web, database, and big-data hosting, PaaS, and middleware - ensuring the platforms that host enterprise software are secure, performant, and scalable.
- Own support for SaaS and third-party applications, providing consistent operational ownership, vendor coordination, and service levels across the third-party application portfolio.
- Own enterprise integration and batch services - APIs, messaging, ETL/ELT, and scheduled batch processing - as the connective tissue between applications and data.
- Own the DevOps and CI/CD toolchain and the platform-engineering and automation function, giving delivery teams self-service pipelines, infrastructure-as-code, and release automation to build, test, and ship software safely and quickly.
- Own the enterprise GenAI platform - the shared, governed foundation for AI-enabled capabilities (model access, orchestration, and guardrails) - in partnership with the Office of the CTO on AI governance (AI TRiSM).
- Own the observability platform - enterprise monitoring, logging, tracing, and telemetry - providing the signal that underpins reliability, capacity, and performance decisions across all towers.
Tower 5 - Service Reliability & Technology Stewardship (controls, lifecycle, and quality)- Own the enterprise ITSM platform (e.g., ServiceNow) as the system of record for IT service management, including its health, roadmap, and adoption across all towers and affiliate entities.
- Own the core service-management processes - incident, problem, and change management - and lead the Major Incident Management function, including Sev-1/Sev-2 command, executive communications, and post-incident review.
- Own configuration management and the CMDB, maintaining accurate, trusted service and asset relationships that underpin change, incident, and impact analysis.
- Own IT asset and software license management - hardware and software inventory, entitlement and true-up positioning, and license compliance - in partnership with FinOps and vendor management on cost and renewal exposure.
- Own the technology-lifecycle function - currency, end-of-life / end-of-support tracking, and remediation planning - to keep the estate supportable and reduce technical debt and risk.
- Coordinate the technology-controls response for compliance, audit, and vulnerability management - evidence, control attestation, and remediation - partnering with Information Security and Internal Audit / Risk. (This role coordinates and remediates technology controls; it does not replace second-line security or audit functions.)
- Own workforce IAM operations - joiner/mover/leaver provisioning, access-request fulfillment, and periodic access certification - partnering with the infrastructure towers that own the underlying identity infrastructure (Active Directory, DNS, federation) and with Information Security on IAM policy.
Cross-Tower Leadership, Sourcing & Governance- Lead and develop director- and senior-manager-level leaders across both towers; set clear accountability, coach for performance, and build bench strength.
- Govern the internal-versus-partner-delivered sourcing mix: keep architecture, standards, platform ownership, and incident/change leadership internal, and direct commodity run, application support, and after-hours coverage to delivery partners under clear SLA and performance governance.
- Own and mature the tower-level KPI/scorecard - platform availability and SLO attainment, MTTR, change success rate, major-incident frequency, CMDB accuracy, license-compliance position, and vulnerability-remediation SLA - and use the data to drive investment, staffing, and process decisions.
- Partner with Finance and the Office of the CTO (Tower 6) on TBM cost pools and unit economics for these towers (e.g., cost per application, per pipeline, per license), supporting the transition from showback to chargeback.
- Represent Operations Delivery & Reliability in the Architecture Review Board, Change Advisory Board, and Risk & Resilience Committee, and in executive and leadership forums, preparing clear, data-backed materials and recommendations.
- Champion continuous improvement across both towers - modeling a culture of accountability and disciplined execution, and applying ITIL 4 continual-improvement and Lean practices.
Qualifications- 7+ years of progressive IT leadership experience, with direct experience in application platforms / platform engineering and/or IT service management and service reliability within a complex, matrixed organization.
- Prior experience managing and leading other director-level or senior-manager-level technical leaders.
- Hands-on depth in several of: application hosting (web/database/middleware), PaaS, enterprise integration / APIs and batch, DevOps / CI-CD and automation, observability/monitoring, and cloud-native application platforms.
- Strong ITSM/ITIL foundation - incident, problem, change, configuration, and service-level management - with ServiceNow platform ownership experience strongly preferred; ITIL 4 certification a plus.
- Demonstrated experience leading Major Incident Management (Sev-1 command) and running structured problem- and post-incident-review processes.
- Experience with IT asset and software license management, technology lifecycle / currency management, and coordinating compliance, audit, and vulnerability remediation with security and audit partners.
- Familiarity with IAM operations (joiner/mover/leaver provisioning, access certification) and its interplay with identity infrastructure and information security.
- Exposure to GenAI platform enablement and AI governance (AI TRiSM) is a plus.
- Demonstrated experience managing partner-delivered / outsourced application support and run operations, including SLA and performance governance; managed-services transition experience a strong plus.
- Proven experience translating strategy into an execution roadmap, with strong business and financial acumen; TBM/FinOps familiarity a plus.
- Excellent executive presence, written and verbal communication, and stakeholder-management skills, with the ability to influence senior leaders.
- Experience with Lean / continuous-improvement methodologies (e.g., Lean Six Sigma) is a plus.
Preferred Qualifications- 10+ years of progressive IT leadership experience, with direct experience in application platforms / platform engineering and/or IT service management and service reliability within a complex, matrixed organization.
Required Management Experience- 5+ years direct supervisory/management experience
Required Education- Bachelor's degree in a related field or equivalent experience; Master's degree (MBA) and/or relevant certifications (ITIL 4, PMP) preferred.
General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required.
Physical/Environmental Activities
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences).
May be exposed to outdoor weather conditions of cold, heat, wet, and humidity. May be exposed to outdoor or warehouse conditions of loud noises, vibration, fumes, dust, odors, and mists. Must be able to ascend and descend ladders, stairs, or other equipment.
To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:
- Medical, dental, vision, life and global travel health insurance;
- Income protection benefits: life insurance, short- and long-term disability programs;
- Leave programs to support personal circumstances;
- Retirement Savings Plan including employer match;
- Paid time off, volunteer time off, 10 holidays and 2 well-being days;
- Additional voluntary benefits available; and
- A comprehensive wellness program
Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.
To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.
Annualized Salary Range: $180,000 - $292,500
Typical Annualized Hiring Range: $180,000 - $225,000
Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.
