Senior Director, Technology Operations

Resideo • Charlotte, NC

18h

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, creating end-to-end accountability for service quality, employee experience, incident response, and continuous improvement. The position establishes a globally consistent operating model, strengthens service-management disciplines, improves performance transparency, and develops managed-service partnerships to reduce cost while improving service.

The strategic mandate is to improve employee technology experience, strengthen operational resilience, standardize global service delivery, mature ITSM processes, expand automation and self-service, and optimize strategic service partners. Success is measured through critical-service availability, major-incident reduction, mean time to restore, repeat-incident reduction, service-level attainment, employee satisfaction, self-service adoption, managed-service performance, and cost savings and value realization.

Requirements

• 10+ years of 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, and vision benefits.
• Commuter benefit.
• Pet insurance.
• 401(k) participation from Day 1.
• 12 paid holidays each year.
• Four weeks of 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