Director of IT Operations & Service Delivery

Reporting To: SVP, Technology Transformation & Enterprise Strategy

Choose Us. Choose You.

At Western Veterinary Partners , we believe people are our greatest asset. We are a people-centric veterinary support organization focused on supporting veterinary practices and the professionals who care for pets and their families every day. We are seeking a Director of IT Operations & Service Delivery to join our growing corporate team. This role offers the opportunity to make a meaningful impact while collaborating with a supportive, mission-driven organization that values integrity, growth, and relationships.

About the Role

Western Veterinary Partners (WVP) is a veterinary service organization that supports hundreds of animal hospitals across the United States. WVP works with practices to provide best-in-class, non-clinical business support services that enable clinical teams to focus on delivering exceptional patient care. WVP is a high-growth organization focused on improving our current practices and growing rapidly into new markets through partnership with independent veterinary practices.

Role Overview

Western Veterinary Partners is seeking a hands-on, customer-focused Director of IT Operations & Service Delivery to lead the reliability, support experience, and day-to-day operational execution of our corporate technology environment.

This leader will build a high-service, accountable IT operations function that anticipates and resolves issues before they disrupt the business. They will own service delivery, endpoint & identity operations, Microsoft 365 administration, incident management, vendor performance, and operational readiness for high-visibility company events.

This role initially supports WVP’s corporate technology environment and will help shape a scalable technology roadmap for our hospitals as the company grows.

This is a hybrid role with a minimum of 4 days in office per week in central Denver (Cherry Creek).

Key Responsibilities

• Operational Leadership and Reliability
• Own the day-to-day reliability, support, and operational execution of WVP’s corporate technology environment.
• Proactively identify, prioritize, and resolve operational risks involving endpoints, identity & access, SSO, software, connectivity, and Microsoft 365 before they reach leadership or disrupt employees.
• Establish operating standards, performance metrics, service-level agreements, and reporting for IT operations and service delivery.
• Build and maintain clear runbooks, escalation procedures, failure scenarios, and business continuity plans.
• Lead incident management, including communication, root-cause analysis, corrective actions, and follow-through to prevent recurrence.
• Test contingency and business continuity scenarios on a regular basis.

Service Delivery and Employee Experience

• Own the employee technology support experience, including ticket intake, prioritization, escalation, service levels, communications, and resolution quality.
• Establish a practical service desk operating model that scales with WVP, including self-service resources, a knowledge base, and clear L1, L2, and L3 support processes.
• Identify recurring employee issues and eliminate root causes rather than repeatedly treating symptoms.
• Set a high bar for responsiveness, ownership, follow-through, and communication across the IT function and its vendors.
• Lead, coach, and develop current team members while building the future IT service desk and operations organization.

Technology Operations, Security, and Lifecycle Management

• Oversee endpoint & device management, patching, software deployment, device compliance, local administrator governance, asset inventory, and asset lifecycle management.
• Lead identity and access…