Senior Director, Technology Operations

ADI Global • Charlotte, NC

1d • $191,783 - $286,120

About The Position

The Senior Director of Technology Operations is accountable for the reliable, resilient, and cost-effective delivery of ADI’s global services and support. The role combines service management, employee support, operational resilience, and strategic partner management under one leader. This creates end-to-end accountability for service quality, employee experience, incident response, and continuous improvement.
The Senior Director will establish a globally consistent operating model, strengthen service-management disciplines, improve performance transparency, and develop managed-service partnerships that reduce cost while improving service.

Requirements

• 10+ years’ experience in IT
• 5+ years as a manager
• Global experience
• Strategic vendor-management skills
• A record of service improvement

Responsibilities

• Establish clear service ownership and accountability.
• Develop the operating strategy, roadmap, and performance model.
• Build organizational capability, leadership depth, and succession plans.
• Establish service levels, operating standards, and escalation processes.
• Lead service desk and regional support operations.
• Drive continual service improvement.
• Ensure the availability and performance of critical technology services.
• Lead major-incident response and executive communications.
• Strengthen monitoring, disaster recovery, and business continuity.
• Eliminate recurring issues through problem management and root-cause analysis.
• Develop the sourcing strategy for technology operations and support.
• Identify services to retain, automate, outsource, or co-source.
• Establish strategic managed-service partnerships.
• Govern partner performance, service levels, costs, and improvement plans.
• Hold partners accountable for measurable business and service outcomes.
• Own the end-to-end employee support experience.
• Improve technology usability, reliability, and accessibility.
• Expand self-service, knowledge management, and intelligent automation.
• Use employee feedback and service data to prioritize improvements.
• Own incident, problem, request, change, and knowledge management.
• Establish consistent global processes and controls.
• Maintain a common service-management platform and intake model.
• Ensure operational readiness for new and changed technology services.
• Establish an outcome-based technology operations scorecard.
• Track service performance, risks, costs, and employee satisfaction.
• Conduct regular service, resilience, and partner reviews.
• Use operating data to drive accountability and continuous improvement.

Benefits

• Medical
• Dental
• Vision
• Commuter Benefit
• Pet Insurance
• 401k participation from Day 1
• 12 paid holidays each year
• Four weeks parental leave without using vacation time
• Employee discounts on company products and other retail/service providers
• Opportunity to progress within a global business

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed