Director of IT Operations & Service Delivery

Western Veterinary Partners•Denver, CO

3d•$155,000 - $195,000•Hybrid

About The Position

Western Veterinary Partners (WVP), a veterinary service organization supporting hundreds of animal hospitals across the United States, is seeking a hands-on, customer-focused Director of IT Operations & Service Delivery. This leader will oversee the reliability, employee support experience, and day-to-day operational execution of WVP’s corporate technology environment, building an accountable IT operations function that anticipates and resolves issues before they disrupt the business. 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 hospitals as WVP grows. This is a hybrid role requiring at least four days per week in the office in central Denver (Cherry Creek). The director will lead and develop current team members, establish scalable service desk and operations practices, maintain technology and security controls, and partner with business leaders and vendors. The role also includes technical production planning for company-wide meetings and town halls, business continuity planning, and recommendations for technology investments based on business needs, employee experience, security, scalability, and total cost of ownership.

Requirements

10 or more years of progressive experience in IT operations, service delivery, enterprise support, infrastructure, or a related field.
At least 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 raising risks, constructively challenging impractical requests, and presenting viable options with clear tradeoffs.
Strong ownership mentality, follow-through, and ability to close loops and ensure 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 risks involving endpoints, identity and access, SSO, software, connectivity, and Microsoft 365.
Establish IT operations standards, performance metrics, service-level agreements, and reporting.
Maintain runbooks, escalation procedures, failure scenarios, and business continuity plans; regularly test contingency scenarios.
Lead incident management, communications, root-cause analysis, corrective actions, and follow-through to prevent recurrence.
Own employee technology support, including ticket intake, prioritization, escalation, service levels, communications, and resolution quality.
Establish a scalable service desk model, including self-service resources, a knowledge base, and L1, L2, and L3 support processes.
Identify recurring employee issues and address 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.
Develop and test event plans covering AV, primary and backup connectivity, backup laptops, failure scenarios, escalation trees, rehearsals, and live-event support.
Ensure employees can reliably access and use necessary 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.