Director, Technology Operations

BDO • Toronto, ON

1d • Hybrid

About The Position

The Director, Technology Operations is a senior leadership role accountable for the performance, stability, and continuous improvement of enterprise technology operations across the firm. The role brings together traditional IT operations, end user support, and IT asset management under one leadership mandate, with accountability for operational execution, service quality, strategic planning, financial stewardship, and people leadership.

Requirements

• Undergraduate degree in Information Technology, Computer Science, Business, or a related field. Equivalent experience may be considered.
• Significant progressive leadership experience in IT operations, end user services, service delivery, or a related enterprise technology environment.
• Demonstrated experience leading managers, operational teams, and third-party service providers in a complex organization.
• Strong experience in service management, operational governance, budgeting, forecasting, and vendor management.
• Experience with IT asset management, lifecycle planning, procurement coordination, and licensing oversight.
• Proven ability to translate strategic direction into practical execution and measurable results.

Nice To Haves

• Experience leading operational change, service improvement, or operating model evolution.
• Experience in professional services, regulated environments, or multi-stakeholder enterprise settings.
• ITIL or related service management certification.
• Experience working across infrastructure, end user computing, application support, and service management disciplines.

Responsibilities

• Lead day-to-day enterprise technology operations with accountability for service stability, responsiveness, and operational performance.
• Oversee end user support, service desk, deskside support, field services, and operational service delivery processes.
• Establish clear operating rhythms, escalation paths, service expectations, and performance standards across operational teams.
• Ensure strong execution across incident, request, problem, change, and major incident management.
• Own the delivery of a reliable, responsive, and business-aligned end user support experience across the firm.
• Lead continuous improvement of workplace technology services, collaboration tools, device support, and user enablement.
• Use service metrics, user feedback, and operational insights to identify pain points and improve the employee technology experience.
• Lead the firm's IT asset management function across hardware, software, licensing, inventory, refresh planning, deployment, recovery, and disposal.
• Ensure asset practices are governed, auditable, financially disciplined, and aligned with security, compliance, and lifecycle standards.
• Improve visibility into asset utilization, replacement planning, supportability, and total cost of ownership.
• Contribute to the technology operating model and develop operational strategies aligned to firm priorities.
• Lead annual planning, budget development, forecasting, and in-year financial management for assigned operational functions.
• Balance service quality, risk, capacity, and investment decisions while maintaining cost discipline.
• Ensure operational practices comply with firm policies, security requirements, audit expectations, and regulatory obligations.
• Lead continuity planning for operational services, including recovery readiness, support resilience, and reduction of single points of failure.
• Identify and mitigate operational risks, including knowledge concentration, capacity constraints, and service degradation risks.
• Oversee third-party service providers, managed services, and key operational vendors.
• Monitor vendor performance against agreed outcomes and lead issue resolution where required.
• Partner effectively with internal technology leaders, Firm Wide Services, and service line stakeholders to align priorities and service outcomes.
• Lead, coach, and develop a high-performing operations organization with a strong service mindset and clear accountability.
• Build management capability, succession depth, and role clarity across operational teams.
• Foster a culture of collaboration, responsiveness, continuous improvement, and disciplined execution.

Benefits

• Competitive total cash compensation that recognizes and rewards your contribution.
• Flexible benefits from day one.
• Market leading personal time off policy.
• Reimbursement for wellness initiatives that fit your lifestyle.
• Opportunities for learning and development.
• Support for personal goals outside of the office and making an impact on your community.
• Opportunity to contribute to community through local and national events.

What This Job Offers

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