Director, IT Platform Services

Hightower • Chicago, IL

2d • $145,000 - $155,000 • Hybrid

About The Position

The Director of IT Platform Services leads the strategy, governance, service delivery of Hightower's enterprise services. You will oversee business critical platforms including Salesforce CRM, Client Portal technologies, IT Services, Enterprise Productivity and collaboration applications. The leader will develops teams focused on delivering exceptional advisor and client experiences while driving operational efficiency, and continuous improvement across the enterprise. You combine service leadership, enterprise application expertise, and business relationship management skills to align technology capabilities with organizational goals.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 10+ years of progressive technology leadership experience with at least 5 years leading managers or senior individual contributors.
• 5+ years of experience leading services or platform operations within wealth management, financial services, or other regulated industries.
• Build a high-performing organization through coaching, succession planning, talent acquisition, and leadership development.
• Experience managing enterprise platforms such as Salesforce, Client Portal solutions (Black Diamond, E-Money, Tamarac), Microsoft 365, collaboration tools, document management platforms, and other productivity applications.
• Expertise building service-oriented teams with focus on customer experience and employee development.
• Experience developing service management processes, support models, governance frameworks, and performance metrics.
• Experience with application integrations, security controls, compliance requirements, and enterprise architecture principles.
• Project and program management capabilities with experience leading complex technology projects and organizational change efforts.
• Experience within wealth management, financial services, or highly regulated industries

Responsibilities

• Develop a high performing team(s) including; IT Services, CRM, Client Portal, and Productivity platforms.
• Leads a team of professionals supporting more than 2,000 employees and advisor users across the Hightower platform ecosystem.
• Manage operating budgets, strategic vendor relationships and service providers, including performance management, contract oversight, and strategy alignment.
• Establish and improve service delivery standards, operational processes, support models, knowledge management practices, and performance metrics to ensure exceptional user experiences.
• Oversee the operational metrics, service level agreement, adoption, and lifecycle management of platform services, ensuring reliability, scalability, security, and understanding of our goals.
• Promote training, documentation, and user experience initiative to maximize user satisfaction across enterprise platforms.
• Lead projects, upgrades, implementations, and projects while managing priorities, resources, risks, and partner communications.
• Collaborate with engineering, infrastructure, cybersecurity, and product teams to automate processes, improve operational efficiency, and enhance service scalability.
• Develop a multi-year platform services roadmap aligned with business growth, advisor experience, operational efficiency, and technology modernization goals.

Benefits

• Coverage on the first day of employment for medical, dental, and vision insurance
• Paid parental leave (16 weeks for primary caregiver and 8 weeks for secondary caregiver)
• Mother's lounge onsite
• Flexible PTO plan
• 401k matching plan
• HSA employer contributions
• Student loan assistance
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Director