AVP Operations Technology-ST

Exciting•Phoenix, AZ

14h

About The Position

The Assistant Vice President (AVP), Operations Technology must have a proven track record working in an IT service organization, be results-oriented, and able to lead all aspects of IT operations technology. They have deep knowledge and experience leading a private cloud-based infrastructure in a high-growth company. They excel at building high performing teams and relationships at all levels, both inside and outside of their organization. Serving as the most senior technology leader in the IT operations organization, they are a key member of the COO leadership team. They are also responsible for the technical vision of the IT operations organization and have accountability for the success of the projects that their organization is participating in. The AVP works with their leadership team to establish departmental goals, review, and approve capital planning, budgeting, and vendor selection and management. They also oversee and approve planned or unplanned maintenance, troubleshooting or root cause analysis, and problem resolution; seeking to minimize downtime and service disruptions. What you will do here: Service Delivery & Client Management Oversee end to end client service delivery for multiple managed services accounts, driving SLA/OLA performance and consistently high customer satisfaction. Monitor and continually improve service levels and incident response processes to ensure they reflect the criticality of our clients, their members, and the systems we support. Team Leadership & Operations Management Direct the Operations, Service Desk, and Platform Support teams, ensuring capacity, coordination, and execution align with client expectations and the operational goals of STS. Foster a strong technical culture that values transparency, experimentation, and innovation, with a clear focus on serving the customer. Provide strategic leadership in developing organizational talent by actively mentoring, coaching, and guiding IT leaders within their area of responsibility. Ensure leadership effectiveness through regular feedback, performance coaching, and ongoing professional development. Promote a culture of accountability, collaboration, and continuous improvement, equipping leaders with the competencies, tools, and support necessary to successfully manage teams, deliver high quality services, and execute departmental and organizational objectives. Performance Management & Metrics Oversee, manage, and publish performance metrics and operational dashboards across all key aspects of service and system delivery to drive transparency, accountability, and service excellence. Establish, define and track metrics and monitor progress to ensure that objectives are achieved. Infrastructure & Platform Management Champion flawless execution of cloud infrastructure maintenance and support across our multitenant platforms, setting a clear vision, enforcing standards, and holding teams accountable for security, reliability, and client outcomes. Provide strategic oversight to identify, manage, and mitigate infrastructure risks across a diverse multi client environment, anticipating future platform needs and guiding the evolution of shared and client specific infrastructure to ensure security, resilience, and long term scalability. Financial Management & Budget Oversight Forecast & maintain budget targets (cloud, people, licenses, etc.) and productivity of technical resources. Provide strategic financial oversight by effectively budgeting and managing P&Ls across a multi client MSP environment, while leading vendor strategy, contract governance, and monthly invoice approvals to ensure cost optimization, service quality, and profitable growth. Strategic Planning & Organizational Development Partner closely with IT leadership to evolve operational services, optimize resource allocation and management, and balance tactical priorities with long term strategic direction. Establish departmental policies, practices, and procedures that have a significant impact on the organization.

Requirements

Bachelor's degree in Computer Science, Information Technology or Information Systems preferred. Equivalent combination of education and experience required.
7+ years of progressive experience leading a technical IT function required.
10+ year's experience in an IT role within Operational Technology managing networking, telecom, server administration, security, user, and application support, and both virtual and cloud infrastructure required.
Demonstrated expertise and experience with implementing security compliance standards for IT systems such as PCI and SOC2 required.
Ability to foster an environment that promotes the exchange of information and successful accomplishment required. of shared goals with business stakeholders, IT service peers, business leaders, executives and vendor partners required.
Demonstrated expertise promoting opportunities for applying technology to solve business problems and championing introduction of new or improvement of existing tools and solutions required.
Demonstrated expertise ensuring compliance to audits and regulations through the development and maintenance of guidelines, processes and procedures required.
Demonstrated ability to manage multiple, parallel work efforts and teams; effectively manage competing priorities and mitigate obstacles required.
Learn quickly and successfully leads the team through change in a dynamic growth environment required.
Demonstrated understanding of the annual operating and capital expenditure budget process required.
Excels at working cross-functionally with other leaders to align priorities and debug processes required.
Excellent analytical, mathematical, and creative problem-solving skills required.
Excellent communication and customer service skills and Advanced strong attention to detail and accuracy required.
Excellent interpersonal skills in staff supervision, enduser support, and peer interactions at management levels required.
Ability to effectively prioritize and execute tasks while under pressure required.

Nice To Haves

2+ years experience working in the Credit Union industry preferred.
CISSP, CISM, CISA, MCSE, CCNA, MCITP, CEH, VMWare, EMC, Microsoft, or Cisco preferred.

Responsibilities

Oversee end to end client service delivery for multiple managed services accounts, driving SLA/OLA performance and consistently high customer satisfaction.
Monitor and continually improve service levels and incident response processes to ensure they reflect the criticality of our clients, their members, and the systems we support.
Direct the Operations, Service Desk, and Platform Support teams, ensuring capacity, coordination, and execution align with client expectations and the operational goals of STS.
Foster a strong technical culture that values transparency, experimentation, and innovation, with a clear focus on serving the customer.
Provide strategic leadership in developing organizational talent by actively mentoring, coaching, and guiding IT leaders within their area of responsibility.
Ensure leadership effectiveness through regular feedback, performance coaching, and ongoing professional development.
Promote a culture of accountability, collaboration, and continuous improvement, equipping leaders with the competencies, tools, and support necessary to successfully manage teams, deliver high quality services, and execute departmental and organizational objectives.
Oversee, manage, and publish performance metrics and operational dashboards across all key aspects of service and system delivery to drive transparency, accountability, and service excellence.
Establish, define and track metrics and monitor progress to ensure that objectives are achieved.
Champion flawless execution of cloud infrastructure maintenance and support across our multitenant platforms, setting a clear vision, enforcing standards, and holding teams accountable for security, reliability, and client outcomes.
Provide strategic oversight to identify, manage, and mitigate infrastructure risks across a diverse multi client environment, anticipating future platform needs and guiding the evolution of shared and client specific infrastructure to ensure security, resilience, and long term scalability.
Forecast & maintain budget targets (cloud, people, licenses, etc.) and productivity of technical resources.
Provide strategic financial oversight by effectively budgeting and managing P&Ls across a multi client MSP environment, while leading vendor strategy, contract governance, and monthly invoice approvals to ensure cost optimization, service quality, and profitable growth.
Partner closely with IT leadership to evolve operational services, optimize resource allocation and management, and balance tactical priorities with long term strategic direction.
Establish departmental policies, practices, and procedures that have a significant impact on the organization.