Director of Technology Operations
About The Position
We are seeking an experienced and highly driven Director of Technology Operations to lead and evolve all technology operations across a multi -site, operationally critical environment. This role will oversee the full IT Operations function—covering Help Desk (Level 1 & 2), IT Service Management, Network Services, IT Infrastructure, and Information Security—and will lead a growing IT Operations team (5–6 today, scaling over time) along with external vendors and partners. This position is ideal for a leader who thrives in high -availability, service -led environments and who has direct experience supporting call -centre or contact -centre operations, ensuring technology performance, resilience, and rapid incident response. You will be empowered to shape the operating model, define service standards, determine what is delivered internally vs externally, and select/manage third -party vendors and service providers. This is a hands -on leadership role with significant autonomy, requiring a “charge” mentality—someone who can assess, stabilise, standardise and scale IT operations while keeping service quality and security at the forefront.
Requirements
- 10+ years in IT Operations / Technology Operations leadership roles spanning multiple domains.
- Proven experience leading service delivery teams in operationally critical environments, ideally including call -centre/contact -centre settings.
- Strong experience across:
- IT Service Management (ITIL -based)
- Infrastructure & End User Computing
- Network Operations
- Security operations and governance
- Vendor and contract management
- Demonstrated success driving transformation: consolidation, scalability, cost efficiencies, and service quality improvements.
- Strong leadership presence with the ability to operate autonomously, influence stakeholders, and work cross -functionally.
Nice To Haves
- ITIL certification (or equivalent ITSM leadership experience) strongly preferred.
- Additional security, infrastructure, or service management certifications are advantageous.
Responsibilities
- IT Operations Leadership & Service Excellence
- Call -Centre / Operational Technology Enablement
- Strategy, Transformation & Scalability
- Vendor & Partner Management
- Security, Governance & Compliance
- Metrics, Reporting & Budget Ownership
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What This Job Offers
Job Type
Full-time
Career Level
Director
