Position: Director II – IT Service Operations

Overview

The Director of IT Service Operations is responsible for creating and leading strategies to ensure smooth and reliable IT services for critical business areas like Supply Chain, HR, Finance, Omnichannel, Customer Experience, Retail, and Infrastructure. This role involves building a proactive, predictive service model that minimizes disruptions and improves system reliability. The director will collaborate with the Observability team to develop tools and practices for real-time monitoring and event detection to prevent service interruptions.

This role also oversees Major Incident Management in the Command Center, ensuring quick restoration of services and thorough problem resolution. The director will manage supplier performance, integrate processes across multiple service providers, and drive continuous improvement to achieve service excellence. Regular communication with executive leaders and reporting on IT service health and performance are key responsibilities.

Key Responsibilities

• Partner with the Observability team to design tools and dashboards for end-to-end visibility of IT services.
• Ensure integration with IT Operations tools like ITOM, Event Management, and CMDB.
• Lead a team to quickly resolve critical IT incidents, ensuring clear communication across the organization during disruptions.
• Analyze root causes of service outages and implement solutions to prevent recurrence.
• Monitor supplier performance and enforce service level agreements (SLAs).
• Collaborate with suppliers to ensure seamless service delivery and continuous improvement.
• Provide real-time dashboards showing service health, availability, and anomaly detection.
• Establish and track key performance indicators (KPIs) to improve service reliability.
• Drive maturity in IT operations, advancing processes to higher levels of efficiency and resilience.
• Work with IT teams (Operations, Engineering, Infrastructure) to improve system performance and resolve issues.
• Provide regular updates and reports to executive leaders on service performance and stability.

Qualifications

Required:

• Master’s degree in Computer Science, Business, or a related field (or equivalent experience).
• 15+ years of experience in IT, with 13+ years in leadership roles.
• Strong background in mentoring and developing technical teams.
• Exceptional communication and leadership skills, with the ability to present technical topics to non-technical stakeholders.
• Experience with ITSM processes, Agile/Waterfall methodologies, and risk management.

Preferred:

• Advanced certifications or post-graduate degree.
• Experience in retail or grocery industries.
• Proven ability to manage complex, multi-technology programs and vendor relationships.
• ITIL certification and familiarity with the latest IT trends and developments.