Director of IT Service & Operations

BKF•Walnut Creek, CA

10d•$165,000 - $200,000•Hybrid

About The Position

We are seeking a Director of IT Service & Operations to join our team at BKF Engineers! The Director of IT Service & Operations is responsible for leading the teams, processes, and technologies that deliver IT services across BKF Engineers. Reporting to the Vice President of Technology & Information Systems, this role provides strategic leadership for IT service delivery, workplace technology, asset lifecycle management, procurement, and IT service management. The Director will build and lead a modern, scalable IT service organization, driving operational excellence, automation, and continuous improvement while delivering an exceptional employee experience for a geographically distributed workforce. As BKF continues to grow organically and through acquisitions, this position will play a key role in advancing a cloud-first, data-driven IT organization focused on reliability, security, consistency, and employee productivity.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience.
Eight or more years of progressive experience in IT service management, workplace technology, or IT operations.
At least five years of leadership experience managing technical teams or IT service organizations.
Demonstrated success leading and improving IT service operations in a mid-sized or large organization.
Experience managing leaders or supervisors responsible for day-to-day technical operations.
Experience supporting modern, cloud-first workplace environments built around Microsoft 365, SaaS applications, and cloud-managed endpoints.
Strong understanding of IT service management principles and continual service improvement.
Demonstrated ability to build operational discipline through process improvement, metrics, automation, and accountability.
Excellent communication, leadership, and stakeholder management skills.

Nice To Haves

ITIL Foundation or higher certification.
Experience leading IT service organizations within professional services, engineering, architecture, or consulting firms.
Experience supporting geographically distributed organizations with multiple office locations.
Experience implementing or optimizing ITSM platforms such as Freshservice, ServiceNow, or Jira Service Management.
Experience managing IT procurement, vendor relationships, software licensing, and asset lifecycle management.
Experience leading organizational change and service modernization initiatives.

Responsibilities

Provide strategic leadership and oversight for the organization's IT service delivery function.
Directly manage the Service Desk Lead, providing coaching, accountability, and support while empowering them to lead day-to-day service desk operations.
Establish service standards, operational priorities, and performance expectations across the IT support organization.
Serve as the senior escalation point for significant operational issues affecting employees or business operations.
Foster a culture of accountability, continuous improvement, customer service, and operational excellence.
Develop, implement, and continually improve IT service management processes, including incident, request, problem, change, and knowledge management.
Establish scalable operational processes and leverage automation, self-service capabilities, documentation, and knowledge management to improve efficiency and enhance the employee experience.
Identify recurring operational issues through trend analysis and drive root-cause improvements using ITIL or similar service management best practices.
Oversee operational support for modern workplace technologies, including Microsoft 365, collaboration platforms, SaaS applications, endpoint management solutions, and employee productivity tools.
Partner with Infrastructure, Cloud Operations, and Enterprise Applications teams to ensure seamless delivery of end-user technology services.
Support identity and access management processes, employee onboarding and offboarding, and workplace technology standards.
Oversee the full lifecycle of IT assets, including procurement, inventory management, deployment, refresh planning, recovery, and disposal.
Manage technology procurement, vendor relationships, software licensing, and subscription management while identifying opportunities for standardization and cost optimization.
Oversee technology support for office openings, relocations, expansions, conference room technology, and workplace systems to ensure a consistent employee experience across all locations.
Define, monitor, and report on key performance indicators for IT service delivery, using data and reporting to drive accountability, service improvements, and operational decision-making.
Partner with Human Resources, Finance, Facilities, Compliance, Security, and business leaders to improve employee experience, workplace operations, and business productivity.
Communicate operational priorities, service improvements, and technology initiatives effectively while building strong partnerships across the organization.