Director of Managed Services and IT Operations

Director of Application Managed Services and IT Operations

The Director, Application Managed Services and IT Operations connects AIR's in scope application managed service providers, support teams, and technology partners into a single operational model that delivers reliable business outcomes.

You'll own the operational health of the application portfolio, not by personally running every technical function, but by bringing together the teams that do. You'll partner closely with infrastructure, cybersecurity, architecture, engineering, data, and business teams to ensure applications remain available, secure, supportable, and ready to scale.

You know the entire technology stack. You understand how applications, integrations, data platforms, infrastructure, identity, observability, and cybersecurity controls fit together. You know enough to identify risks, ask the right questions, drive accountability, and ensure operational requirements are addressed before they become business problems.

This role also owns the relationship with our managed service providers and offshore support teams. You'll hold partners accountable, drive continuous improvement, and ensure AIR receives measurable value from every support dollar invested.

You have likely spent time in application development, enterprise platforms, service management, or technology operations. You've delivered systems, managed complex environments, and learned how technology actually works. Today, you're the person leaders trust to make sense of operational complexity, keep teams aligned, and ensure the organization is ready for what's next.

Operational Strategy

We run technology operations to keep AIR's business moving, maintaining reliable systems, responsive support, clear ownership, and consistent service for residents and team members.

You'll guide daily operating decisions with practical questions:

• Are services stable, available, and performing as expected?
• Are incidents, risks, and recurring issues being addressed with clear ownership?
• Are residents and team members receiving the service experience they need?
• Are support processes efficient, repeatable, and easy to execute?
• Can the operating model scale without creating unnecessary complexity?

These questions provide the guiding framework for how we manage operations, focus improvement efforts, and keep the operating model simple, accountable, and scalable.

Managed Services Strategy

We leverage internal teams and strategic partners to create a scalable operating model.

You'll continuously evaluate:

• What capabilities should remain internal?
• What capabilities should be provided by managed service providers?
• Where can automation improve service quality?
• How do we maximize value from vendor investments?
• How do we build a support model that scales without sacrificing accountability?

What You'll Do

Application Operations Leadership

• Own operational excellence across AIR's enterprise application offshore counterpart landscape.
• Ensure offshore counterpart applications remain reliable, supportable, secure, and aligned with business requirements.
• Drive incident, problem, change, release, and operational readiness practices across the relevant offshore portfolio.
• Partner with offshore delivery teams to ensure solutions are designed for long-term supportability, not just successful implementation.
• Create visibility into application health, operational risks, service quality, and improvement opportunities.

Service Integration

• Bring together applications, infrastructure, cybersecurity, architecture, engineering, data, and vendor teams around shared operational outcomes.
• Ensure requirements related to resiliency, observability, disaster recovery, identity management, vulnerability remediation, and operational controls are incorporated into solution delivery.
• Coordinate complex issues that span multiple technology domains.
• Drive accountability when ownership crosses organizational boundaries.
• Translate technical risks into business impact and business priorities into operational action.

Vendor & Offshore Team Leadership

• Own AIR's operational relationship with TCS and other strategic technology partners.
• Establish clear expectations, measurements, and accountability mechanisms for vendor performance.
• Lead governance reviews, escalations, service improvement initiatives, and operational planning sessions.
• Create a high-performing model across distributed and offshore support teams.
• Ensure support organizations operate with urgency, ownership, strong communication, and measurable outcomes.

Technology Change & Operational Readiness

• Partner with product, engineering, and business teams to prepare new capabilities for production.
• Ensure operational requirements are addressed before systems are released.
• Drive adoption of SAFe, Agile, and service management practices across operational teams.
• Lead transition planning for new platforms, enhancements, upgrades, and modernization initiatives.
• Reduce operational complexity through standardization, automation, and…