Associate Director – Service Management Operations
About The Position
The Associate Director – Service Management Operations serves as an operational leader within the DT organization ensuring the effective execution of business operations, financial management, governance activities, vendor partnerships, and performance reporting. This role prioritizes operational excellence and is accountable for consistent processes, transparent data, and effective collaboration across departments. Acting as a trusted advisor, this role oversees budgeting and financial stewardship, compliance and risk management activities, vendor governance, and operational reporting while identifying opportunities to improve processes, reduce risk, and enhance organizational effectiveness. The role requires strong collaboration across finance, procurement, legal, risk, and business teams to support the organization's strategic priorities and ensure the successful delivery of outcomes in a dynamic environment.
Requirements
- Bachelor’s degree in a STEM-related field with 12 years of work experience
- 10+ years of experience in digital operations, business management, service management, compliance and governance, or a related discipline
- Experience coordinating financial cycles, compliance activities, vendor relationships, or performance reporting
- Excellent organizational, communication, and stakeholder‑management skills
- Ability to collaborate across finance, procurement, legal, risk/compliance, and business teams
- Strong analytical skills and ability to structure data into clear insights
Nice To Haves
- Experience working in large, complex, or matrixed organizations
- Prior experience scaling enterprise services or digital service adoption initiatives
Responsibilities
- Ensures day‑to‑day organizational operations run smoothly through effective coordination and execution of organizational cadences, budgeting, compliance, third party engagements, and process execution
- Identifies opportunities to improve operational rigor, reduce risk, and efficiently and effectively navigate internal business processes
- Helps teams adjust smoothly to new processes, priorities, or organizational shifts; builds strong, trust‑based relationships across enabling functions and business teams and fostering constructive collaboration and resolving conflicts
- Acts as the central coordination point (SPOC) for the organization’s budget‑related activities, including strategic financial planning (SFP), annual budgeting cycles, quarterly forecasts, expense allocation, and ongoing financial stewardship
- Partners with portfolio managers, product owners, and finance teams to ensure budget accuracy, timely submissions, and alignment with organizational priorities
- Monitors spending, validates allocations, and ensures transparency in financial reporting
- Serves as the SPOC to coordinate and execute compliance, risk, and governance events, including internal audits, external audits, business continuity planning (BCP) exercises, and regulatory reviews
- Ensures documented processes, risk controls, and remediation actions are tracked and completed on schedule
- Maintains compliance documentation and partners across teams to align with risk and audit requirements and actions
- Acts as the primary SPOC for all vendor‑facing activities, including contract execution, renewals, billing, onboarding, vendor evaluation and selection, performance reviews, and issue escalation
- Collaborates with sourcing, procurement, finance, and legal partners to support contract negotiations and ensure adherence to policies
- Maintains a structured vendor governance approach, tracking key deliverables, contract milestones, and performance metrics
- Collects, organizes, and reports key performance indicators (KPIs) to provide visibility into operational performance, risk posture, financial status, vendor health, and committed priorities
- Builds and maintains dashboards, scorecards, or reports to support leadership decision‑making
- Ensures data quality, consistency, and timely updates across reporting cycles
Benefits
- medical
- dental
- vision
- life insurance
- short-term disability
- long-term disability
- 401(k) match
- flexible spending accounts
- flexible work schedules
- employee assistance program
- Employee Scholar Program
- parental leave
- paid time off
- holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
