Senior Director, Technology Operations

The Senior Director of Technology Operations is accountable for the reliable, resilient, and cost-effective delivery of ADI’s global services and support. The role combines service management, employee support, operational resilience, and strategic partner management under one leader. This creates end-to-end accountability for service quality, employee experience, incident response, and continuous improvement.

The Senior Director will establish a globally consistent operating model, strengthen service-management disciplines, improve performance transparency, and develop managed-service partnerships that reduce cost while improving service.

Strategic Mandate

- Improve employee technology experience
- Strengthen operational resilience
- Standardize global service delivery
- Mature ITSM processes
- Expand automation and self-service
- Optimize strategic service partners

JOB DUTIES:

Technology Operations Leadership

- Establish clear service ownership and accountability.
- Develop the operating strategy, roadmap, and performance model.
- Build organizational capability, leadership depth, and succession plans.

Service Delivery Excellence

- Establish service levels, operating standards, and escalation processes.
- Lead service desk and regional support operations.
- Drive continual service improvement.

Reliability and Resilience

- Ensure the availability and performance of critical technology services.
- Lead major-incident response and executive communications.
- Strengthen monitoring, disaster recovery, and business continuity.
- Eliminate recurring issues through problem management and root-cause analysis.

Strategic Sourcing and Partners

- Develop the sourcing strategy for technology operations and support.
- Identify services to retain, automate, outsource, or co-source.
- Establish strategic managed-service partnerships.
- Govern partner performance, service levels, costs, and improvement plans.
- Hold partners accountable for measurable business and service outcomes.

Employee Technology Experience

- Own the end-to-end employee support experience.
- Improve technology usability, reliability, and accessibility.
- Expand self-service, knowledge management, and intelligent automation.
- Use employee feedback and service data to prioritize improvements.

ITSM Process Governance

- Own incident, problem, request, change, and knowledge management.
- Establish consistent global processes and controls.
- Maintain a common service-management platform and intake model.
- Ensure operational readiness for new and changed technology services.

Performance and Improvement

- Establish an outcome-based technology operations scorecard.
- Track service performance, risks, costs, and employee satisfaction.
- Conduct regular service, resilience, and partner reviews.
- Use operating data to drive accountability and continuous improvement.

Measures of Success

- Critical-service availability
- Major-incident reduction
- Mean time to restore
- Repeat-incident reduction
- Service-level attainment
- Employee satisfaction
- Self-service adoption
- Managed-service performance
- Cost savings and value realization

YOU MUST HAVE:

- 10+ years’ experience in IT
- 5+ years as a manager
- Global experience
- Strategic vendor-management skills
- A record of service improvement

WHAT'S IN IT FOR YOU :

- Medical, Dental, Vision, Commuter Benefit, Pet Insurance and 401k participation from Day 1
- 12 paid holidays each year
- Four weeks parental leave without using vacation time
- Employee discounts on company products and other retail/service providers
- Monday to Friday working hours - no weekends
- Opportunity to progress within a global business

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