Senior Director, IT Service Operations
Core
Lead IT Service Operations (Technical Support, Networks, Asset Management, Account Management) for 1,400+ staff across NYC HQ and field sites, building an operating model to shift from reactive support to disciplined service delivery.
Role type
Senior Director, People Leadership & Operational Management
Builds
Operating model, standards, and team capability for multi-site IT service delivery
Domain
Non-profit animal welfare / IT Service Management
Required skills
People leadership, strategic planning, incident management, change management, resource allocation, cross-functional collaboration, stakeholder communication, team development, succession planning, disaster recovery planning
Preferred skills
Ambiguity tolerance, coaching ability, transformation experience
Technologies
ITIL, ServiceNow, Jira, Network Engineering tools, Disaster Recovery platforms
Responsibilities
Manage a team of 4-6 direct and matrixed reports; Translate VP strategy into team-level goals and measurable deliverables; Own daily operating rhythm including standups, incident triage, and change windows; Lead major incident response and root cause analysis; Oversee multi-site technical operations across NY, OH, FL, LA, IL, NC; Serve as operational deputy to VP with delegated authority; Own on-call rotation coverage and sustainability; Maintain resource allocation model and surface capacity gaps; Lead disaster recovery and service continuity testing.
Seniority
Senior Director, Strategic Leadership & Execution