Director of IT Operations & Service Delivery

Western Veterinary Partners•Denver, CO

10h•Hybrid

About The Position

Western Veterinary Partners (WVP) is a veterinary support organization that provides non-clinical business services to hundreds of animal hospitals across the United States. The Director of IT Operations & Service Delivery will lead the reliability, support experience, and day-to-day operational execution of WVP’s corporate technology environment, building a high-service and accountable IT operations function. The role owns service delivery, endpoint and identity operations, Microsoft 365 administration, incident management, vendor performance, and operational readiness for high-visibility company events. Initially focused on corporate technology, the position will also help shape a scalable technology roadmap for WVP hospitals as the organization grows. This is a hybrid role based in central Denver (Cherry Creek), with a minimum of four days per week in the office. The position reports to the SVP, Technology Transformation & Enterprise Strategy.

Requirements

10+ years of progressive experience in IT operations, service delivery, enterprise support, infrastructure, or a related field.
3+ years of people leadership experience, including coaching employees and managing vendor or managed-service-provider relationships.
Demonstrated experience improving service desk performance, employee technology experience, and operational reliability.
Strong working knowledge of Microsoft 365, identity and access management, endpoint management, device compliance, patching, software deployment, and IT asset lifecycle management.
Experience establishing IT service-management practices, SLAs, escalation procedures, incident management, root-cause analysis, and business continuity plans.
Ability to communicate clearly and concisely with technical teams, executives, vendors, and nontechnical employees.
Sound judgment under pressure, including the ability to raise risks, constructively challenge impractical requests, and present viable options with clear tradeoffs.
Strong ownership mentality, including following through, closing loops, and ensuring commitments are not lost.

Nice To Haves

Bachelor’s degree in information technology, computer science, business, or a related field; equivalent experience will be considered.
Experience operating in a distributed, multi-site, fast-growth organization.

Responsibilities

Own the day-to-day reliability, support, and operational execution of WVP’s corporate technology environment.
Identify, prioritize, and resolve operational risks involving endpoints, identity and access, SSO, software, connectivity, and Microsoft 365.
Establish operating standards, performance metrics, service-level agreements, and reporting for IT operations and service delivery.
Maintain runbooks, escalation procedures, failure scenarios, and business continuity plans; regularly test contingency and continuity scenarios.
Lead incident management, including communications, root-cause analysis, corrective actions, and follow-through to prevent recurrence.
Own the employee technology support experience, including ticket intake, prioritization, escalation, service levels, communications, and resolution quality.
Establish a scalable service desk operating model with self-service resources, a knowledge base, and clear L1, L2, and L3 processes.
Identify recurring employee issues and address their root causes.
Set expectations for responsiveness, ownership, follow-through, and communication across IT and its vendors.
Lead, coach, and develop current team members and build the future IT service desk and operations organization.
Oversee endpoint and device management, patching, software deployment, device compliance, local administrator governance, asset inventory, and asset lifecycle management.
Lead identity and access management, including onboarding and offboarding controls, role-based access, access reviews, SSO, and privileged-access governance.
Administer and improve Microsoft 365 collaboration, identity, endpoint, and productivity services.
Implement and enforce IT controls supporting WVP’s security, acceptable-use, and AI security policies.
Partner with Legal, HR, Finance, Operations, Marketing, and business leaders to protect WVP data and manage operational risk.
Own technical production planning for company-wide meetings, town halls, and other high-visibility events; prepare and test AV, connectivity, backup equipment, failure scenarios, escalation trees, rehearsals, and live-event support.
Ensure employees can reliably access and use technology in time-sensitive or high-impact situations.
Recommend technology solutions based on business requirements, employee experience, security, scalability, and total cost of ownership.
Lead requirements gathering and stakeholder engagement before recommending significant technology investments or changes.
Manage vendors and hold them accountable for service quality, response times, delivery commitments, and value.
Identify opportunities to consolidate tools, simplify the technology environment, and reduce avoidable cost and complexity.
Partner with business leaders to develop a practical, phased technology roadmap for WVP hospitals as the organization grows.