Director Technology Operations & Services Management

Location:

Michigan, US.

The Director of Technology Operations & Service Management leads enterprise technology operations and IT Service Management (ITSM), ensuring technology services are stable, secure, scalable, and aligned with business objectives. This role oversees Level 2 Operations Center functions, establishes operational governance, and drives service performance through effective incident management, escalation, and continuous improvement.

• Lead the enterprise Technology Operations Center and Level 2 support functions, ensuring 24x7 operational support, service restoration, escalation management, and effective response to critical incidents and major outages.
• Own and mature IT Service Management (ITSM) practices, including Incident, Major Incident, Problem, Change, Request, and Knowledge Management, while driving process standardization, governance, automation, and continuous improvement.
• Partner with Infrastructure, Engineering, Security, and business teams to improve service reliability, reduce operational risk, ensure operational readiness, and maintain compliance with enterprise standards.
• Establish and monitor operational performance through KPIs, SLAs, OLAs, service health metrics, executive dashboards, trend analysis, post-incident reviews, and Root Cause Analysis (RCA) to drive accountability and service excellence.
• Lead, mentor, and develop operational leaders and technical support teams, fostering a culture of accountability, operational excellence, collaboration, and customer focus while supporting workforce planning and organizational capability.
• Define and enforce operational governance, documentation, runbooks, and support standards, partnering with senior leadership to execute operational strategy, prioritize initiatives, and ensure audit, compliance, and security requirements are met.

• Bachelor's degree in Information Technology, Business, or a related field preferred; ITIL certification required, with additional operational or leadership certifications preferred.
• 7+ years of experience in IT Operations, Service Management, Infrastructure Operations, or Technology Support, including at least 5 years leading enterprise operational support teams.
• Demonstrated experience managing ITSM programs, operational governance, and enterprise support models, with expertise in ITIL best practices.
• Proven ability to lead major incident response, cross-functional coordination, and operational decision-making in high-pressure environments.
• Strong leadership, organizational, communication, and stakeholder management skills, with the ability to influence and collaborate across technical and business teams.
• Data-driven leader with strong analytical and problem-solving skills, focused on operational excellence, service reliability, and continuous improvement.

• Wellness incentive programs to help you stay healthy physically and mentally.
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on travel, electronics, online shopping, and more.
• Free meals in our employee dining room.
• Free parking.
• Health & Income Protection benefits for eligible employees.
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community.