Senior Director, Technology Operations & Service Excellence

Senior Director, Technology Operations & Service Excellence Skip to main content#Senior Director, Technology Operations & Service Excellence page is loaded## Senior Director, Technology Operations & Service Excellence Apply locations:
Scottsdale, AZtime type:
Full time posted on:
Posted Todayjob requisition :
R1468#
** Senior Director, Technology Operations & Service Excellence
** The Senior Director, Technology Operations & Service Excellence leads the strategy and continuous improvement of enterprise technology support and infrastructure services, ensuring reliable and scalable solutions that enable productivity across ASU Enterprise Partners and its affiliates. This role builds trusted relationships across the organization, including with executive and senior leaders, by understanding challenges and delivering practical, high-impact solutions, while leading a high-performing, service-oriented team grounded in exemplary customer service.

The position is accountable for modernizing service delivery and advancing platform reliability to support long-term technology enablement.
** What you’ll do
*** Lead the ASUEP Service Center, delivering high-quality, high-response technology support for a global workforce of 400+ employees with a strong focus on customer experience, responsiveness, and resolution quality
* Lead a multi-functional technology operations organization spanning Platform Support, Cloud Operations, and Data Engineering
* Define and execute a unified service strategy that integrates platform support, infrastructure, and engineering into a cohesive, scalable operating model
* Establish and monitor service performance metrics, including SLA attainment, response and resolution times, customer satisfaction, and continuous service improvement
* Serve as the executive escalation point for critical incidents, ensuring rapid response, clear communication, and root cause resolution
* Oversee enterprise infrastructure, networking, and cloud environments, including Microsoft Fabric and Google Cloud Platform, ensuring reliability and scalability
* Work in close partnership with Director, Cybersecurity and Risk to ensure platforms and environments are secure and monitored
* Lead engineering and cloud operations teams responsible for system performance, availability, and modernization of core platforms
* Drive cloud optimization strategies, including cost management, performance tuning, and scalable architecture design
* Lead data engineering capabilities that support secure, governed, and scalable data ingestion into enterprise platforms
* Establish trust with executive and senior leaders by demonstrating a deep understanding of their challenges, adopting a customer-first mindset, and delivering practical, effective solutions that meet real business needs
* Demonstrate exceptional customer service and relationship-building capabilities, with the ability to connect across all levels of the organization, understand pain points, and drive solutions that improve outcomes and user experience
* Partner with Data Analytics & Insights leadership to ensure alignment between infrastructure, data pipelines, and analytics needs
* Advance service delivery through automation, self-service, and AI-enabled capabilities to improve efficiency and user experience
* Establish a roadmap for enterprise service management (ESM), including knowledge management, ticket management strategies, and workflow automation
* Develop workforce planning, capacity management, and skills-based team structures to support growing service demand
* Lead and mentor support analysts and technical leads, fostering a culture centered on customer excellence, accountability, and continuous improvement
* Partner with cross-functional leaders to align technology services with business priorities, operational needs, and growth strategies; serve as a leader of the Data, Technology, & Operations Leadership Team
* Act as a trusted advisor to senior leadership on service performance, infrastructure health, and investment priorities
* Manage budgets, vendor relationships, and external service providers, ensuring cost efficiency, service quality, and contract performance
** What you'll need
*** Strong leadership capability with experience building and scaling high-performing, customer-oriented teams
* Proven ability to build trusted relationships, including executive leaders, by deeply understanding their challenges, demonstrating credibility, and delivering practical, high-impact solutions that align to business needs
* Exceptional customer service and relationship-building capabilities, with the ability to connect across all levels of the organization, anticipate needs, and drive effective, user-centered solutions that improve outcomes and experience
* Experience leading mixed teams of managers, technical individual contributors, and student employees
* Deep expertise in service management frameworks (e.g., ITIL, enterprise service management practices)
* Experience designing and running…