Director of IT Operations

Description

The Director of IT Operations is responsible for leading business-facing technology services that enable employee productivity, operational effectiveness, and the delivery of consistently strong customer experience. The position serves as a primary bridge between business units and Information Technology, translating business priorities into practical solutions, service improvements, and measurable outcomes.

The Director provides leadership for Business Solutions and Dev Ops, the IT Service Desk and end-user support, service management, vendor performance, technology adoption, and continuous improvement. The role ensures a customer-first service culture, strengthens IT Service Management practices, and advances automation, self-service, and process improvement while partnering closely with infrastructure, cybersecurity, risk, compliance, and business leadership.

• Provide overall leadership for the IT Service Desk, end-user support, and customer-facing technology services.
• Establish service level objectives, performance measures, escalation paths, and customer satisfaction practices that promote responsive and professional service.
• Champion a customer-first, concierge-level service culture focused on ownership, communication, follow-through, and continuous improvement.
• Oversee incident, request, problem, knowledge, service catalog, and escalation management processes within ITSM platform.
• Establish a data driven culture for using service trends, feedback, and root cause analysis to reduce recurring issues and improve employee experience.

• Promote Dev Ops principles that improve collaboration, delivery consistency, operational readiness, and business agility.
• Lead workflow automation, orchestration, self-service, and process optimization initiatives using approved technology platforms.
• Establish standards for requirements, testing, deployment readiness, support documentation, change coordination, and post-implementation review.
• Develop observability strategies that provide visibility into service performance, demand, backlog, delivery outcomes, adoption, and value realization.
• Facilitate process mapping, root cause analysis, and continuous improvement efforts across technology-enabled business processes.

• Lead the Business Solutions and Dev Ops function responsible for application enablement, workflow automation, integrations, solution delivery, and ongoing business support.
• Build trusted relationships with business leaders and maintain a structured engagement model for identifying needs, opportunities, risks, and service priorities.
• Translate business requirements into solution roadmaps, delivery plans, support models, and measurable business outcomes.
• Govern business solution intake, assessment, prioritization, implementation readiness, transition to support, and lifecycle improvement.
• Support technology adoption, training, communications, knowledge resources, and change-management activities that improve utilization, digital literacy, employee readiness, and measurable business outcomes.
• Partner with project management, training, data, infrastructure, cybersecurity, compliance, risk, and third-party resources to deliver solutions that align with Bank standards and objectives.

• Bachelor’s degree in information technology, Business Administration, Management Information Systems, or a related field preferred; an equivalent combination of education and relevant experience…