Director of IT Operations

Description

Department: Information Technology

Reports to: Chief Information Officer

FLSA: Exempt

Last Modified: 08/31/2026

Job Summary:

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 DevOps, 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.

Essential Functions:

Service Delivery & Customer Experience

• 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.

DevOps, Automation & Continuous Improvement

• Promote DevOps 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.

Business Solutions & Business Engagement

• Lead the Business Solutions and DevOps 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.

Skills, Experience, and Training Required:

Education & Experience

• Bachelor’s degree in information technology, Business Administration, Management Information Systems, or a related field preferred; an equivalent combination of education and relevant experience may be considered.
• Minimum of seven (7) years of progressive experience in information technology, business solutions, service delivery, application support, customer support, process improvement, or a related discipline.
• Minimum of three (3) years of leadership, supervisory, or management experience, including responsibility for teams, vendors, budgets, and service outcomes.
• Experience implementing or maturing IT Service Management practices, service metrics, customer experience programs, and operational governance.
• Experience leading business application delivery, DevOps, automation, technology adoption, and organizational change initiatives.
• Experience in banking, financial services, or another highly regulated industry is strongly preferred.
• Customer-focused leadership and a demonstrated commitment to service excellence.
• Strategic thinking, business acumen, sound judgment, and disciplined execution.
• Experienced in establishing goals, performance expectations, operating rhythms, workforce plans, and professional development priorities.
• Exceptional written, verbal, presentation, facilitation, and stakeholder-management skills.
• Ability to translate business needs and technology concepts for both technical and non-technical audiences.
• Strong analytical, prioritization, decision-making, conflict-resolution, and problem-solving capabilities.
• Ability to lead organizational change and influence across teams without direct authority.
• Demonstrated commitment to collaboration, accountability, innovation, risk awareness, and continuous improvement.

Preferred Certifications

• ITIL Foundation or higher.
• Lean Six Sigma or comparable continuous improvement certification.
• Project Management Professional (PMP), Agile, Scrum, or DevOps certification.
• Microsoft, service management, business analysis, or change management certification.

Physical Requirements and Working Conditions:

• Physical surroundings are generally pleasant and comfortable.
• Frequent operation of computers requiring dexterity and coordination.
• Occasional after-hours support may be required during significant operational events, technology deployments, or major incidents.
• Periodic travel within the Bank’s geographic footprint may be necessary.
• Employees should have no expectation of privacy when using employer-owned or employer-provided electronic devices, systems, networks, or communication platforms to the extent permitted by law and company policy.

 The budgeted salary range for this position is $130,000.00 to $135,000.00.  Final compensation will be based on the candidate’s qualifications, experience, skills, internal equity, and business needs.