Director, IT

The Director, IT leads day-to-day delivery of technology services and operational security. Reporting to the VP Finance, IT and Risk, this role is YWCA's senior technology leader, setting technology direction and translating it into execution by running reliable IT operations and strengthening cybersecurity controls that protect YWCA’s clients, staff, and organisational reputation.

Reporting and governance

Reports to:

Vice President, Finance, IT and Risk (VP Finance, IT and Risk)

Direct reports:  Senior IT Systems Manager, plus additional technical staff as required

Governance:  provides operational metrics and risk updates to the VP Finance, IT and Risk; participates in cross-functional governance forums as required

Delegated authority and decision rights

Runs day-to-day operations across sites, including escalation pathways, on-call structure, service workflows, and operational communications to staff.

Approves routine operational changes, configuration standards enforcement, and remediation plans (patching, vulnerability remediation coordination, endpoint baselines) consistent with standards approved by the VP Finance, IT and Risk.

Recommends technology standards, policies, and the annual IT operating and capital budget for approval by the VP Finance, IT and Risk.

Defines and enforces operational processes (incident/problem/change), service catalogue structure, and operational metrics.

Manages renewals, service performance, and vendor issue escalation; can approve vendor work orders and operational purchases within budget and delegated signing limits.

Owns operational control implementation and upkeep (monitoring, endpoint protection, email protections, conditional access operations) and ensures evidence is maintained for audits and cyber insurance.

Leads performance management, scheduling, coverage planning, and hiring for operational roles (with VP Finance, IT and Risk approval for net-new roles or material restructuring).

What you’ll be doing :

IT operations and service management

Run day-to-day IT operations, ensuring stable services, responsive support, and clear escalation pathways for front-line teams.

Implement service management practices, including ticketing workflows, incident and problem management, and change coordination.

Define and track operational performance metrics (for example, ticket volumes, time to resolution, recurring issues) and drive continuous improvement.

Infrastructure, platforms, and endpoint management

Oversee network, connectivity, collaboration, and core cloud services to ensure availability, security, and supportability.

Ensure consistent execution of endpoint management, patching, configuration standards, and identity and access operations (including Joiner-Mover-Leaver (JML) processes and access reviews).

Support the operational health of data pipelines and BI tools, ensuring data sources are reliable and accessible for enterprise reporting.

Provide operational support for network-connected physical security systems (e.g., CCTV, access control).

Oversee configuration, support, and integration of core business applications (e.g., client management, finance, and HR systems), working with system owners across the organisation.

Maintain backup, disaster recovery, and business continuity capabilities for critical systems, including regular restore testing.

Vendor, procurement, and asset management

Own the device and asset lifecycle program: standards, procurement coordination, tagging, inventory accuracy, deployment, transfers, replacements, secure wiping, and disposal.

Enforce mobile and BYOD access controls appropriate to risk, including limitations on local storage and expectations for incident reporting, remote wipe, and support boundaries.

Manage operational vendor…