Director of IT Operations

Position Summary

The Director, I.T. Operations will be responsible for resolving escalations, complaints, prioritizing, and providing Customer Care Support and Operational support. The role will drive efficiencies to reduce emergency and change management incidents, run SWAT bridges, and improve the NOC, enabling all the support functions to be centralized under one leader.

• Major Incident Management
• Change Management
• Network Operations Center
• Helpdesk
• Field Support
• Client Architecture

• Reports to Vice President, Technology Operations
• Manages a team of 5–6 direct reports with overall responsibility for a team of approximately 15 associates

• Improve change and incident management processes and drive resolution for issues raised at corporate and field levels.
• Liaise with the business on process improvement and solutioning to ease field pain points across the organization.
• Assess and implement process improvements to the Change Management procedures to reduce system outages related to changes.
• Develop a plan to reduce outages and business impact related to changes.
• Improve incident management strategy to reduce system outages impacting business operations company‑wide.
• Drive down the number of emergency changes and severity‑one incidents related to changes.
• Implement a vision to ingest alerts from both network infrastructure and applications to perform basic triage and escalation, using the outsourced Network Operations Center to intake alerts and follow standard operating procedures.
• Manage outsourced field services and helpdesk vendors, holding them accountable for contractual service levels and escalations.
• Build relationships across multiple teams (DBA, Systems Engineering, Dev Ops, Network Services) to develop runbooks and processes for standard operating procedures.

• Bachelor’s degree in Computer Science or related field; master’s degree preferred.
• 8+ years of experience managing or directly involved in IT Operations.
• Strong customer‑service focus with a sense of urgency to understand business impact.
• Extensive familiarity with Service Now, ITSM, ITIL and other IT process‑management tools and processes.
• Proven effective leadership of a team of 5–8 direct reports and sub‑teams of 15 or more.
• Experience dealing with the challenges of large, diverse organizations and working across organizational boundaries.
• Ability to lead, influence, collaborate and communicate effectively with executives and associates at all levels.
• Exceptional interpersonal skills, including teamwork, facilitation and negotiation.
• Extensive oversight of Change/Incident Management policies and procedures.
• Excellent communication and written skills.
• Strong sense of urgency and understanding of business impact.

• Competitive compensation and 401(k) matching.
• Health, dental, vision insurance and maternity benefits to support a healthy work‑life balance.
• Associate purchase and discount programs for vehicles, services, parts, collision, accessories and Auto Gear.
• Access to discounts through the "You Decide" website with offers from top providers and retailers.
• Participation in the DRVPNK mission, supporting cancer research and treatment by partnering with cancer charities nationwide.

Auto Nation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry.

We value innovation, teamwork, and a commitment to making a positive impact in the world.