Senior Vice President, Head of Associate IT

Fidelity Investments•Durham, NC

2d•Hybrid

About The Position

The SVP, Head of Associate IT defines and executes the strategy, delivery, support, and ongoing evolution of the technology services that help Fidelity associates stay productive, secure, and connected from anywhere. This role leads a global organization of approximately 600 associates and contractors across the United States, India, and Ireland and is responsible for the technology experience of more than 80,000 associates worldwide. This executive oversees a blended organization consisting of both engineering/product teams and frontline technology support organizations that collectively provide end-user computing, collaboration, communications, workplace technology, service desk operations, field support, executive and other white glove support, and technology lifecycle management services. The role is accountable for driving technology modernization, workforce productivity, operational excellence, cybersecurity improvements, workplace transformation initiatives, and AI-enabled associate experiences.

Requirements

Approximately 600 associates and contractors across the United States, India, and Ireland.
Responsible for the technology experience of more than 80,000 associates worldwide.
Oversees engineering/product teams and frontline technology support organizations.
Provides end-user computing, collaboration, communications, workplace technology, service desk operations, field support, executive and other white glove support, and technology lifecycle management services.
Accountable for driving technology modernization, workforce productivity, operational excellence, cybersecurity improvements, workplace transformation initiatives, and AI-enabled associate experiences.
Support organizations provide onsite and remote technology support services across Fidelity's global footprint.
Includes Service Desk, Field Support, High Touch Services, Executive Support, Technology Logistics and Deployment Services.
Product and engineering organizations are responsible for the strategy, engineering, operations, and lifecycle management of Fidelity's associate technology platforms.
Core engineering organizations include Desktop Platform Engineering, Voice and Video Engineering, Collaboration and Productivity Engineering.
Engineering teams partner closely with enterprise architecture, cybersecurity, infrastructure, and business stakeholders.
Experience in defining and executing multi-year vision and strategy for associate technology services.
Experience driving technology investments that improve workforce productivity, security, and user experience.
Experience aligning workplace technology strategies with enterprise business objectives.
Experience leading large-scale transformation initiatives across associate technology platforms and support organizations.
Experience owning end-to-end associate technology experience.
Experience ensuring seamless and productive experience for associates working onsite, remotely, or in hybrid roles.
Experience continuously improving technology satisfaction, adoption, and productivity outcomes.
Experience serving as executive advocate for associate technology needs across the enterprise.
Experience providing strategic leadership for Desktop and endpoint platforms, Windows and macOS ecosystems, Virtual desktop and remote access technologies, Collaboration and productivity platforms, Video conferencing and unified communications, Mobile device technologies, End-user support tooling, AI-enabled workplace technologies.
Experience leading global support organizations responsible for Service Desk operations, Onsite campus support, Investor Center technology support, Executive support services, Managed event and conference services.
Experience driving operational excellence, automation and self-service capabilities, improved first-contact resolution, reduced incident volumes, and continuous improvement across support functions.
Experience defining and executing GenAI strategy for associate-facing technology.
Experience driving enterprise adoption of Microsoft Copilot, Cowork, and similar AI-enabled productivity platforms.
Experience leveraging AI capabilities to improve associate productivity, support automation, knowledge management, and technology operations.
Experience leading the migration from traditional VPN technologies toward Zero Trust Network Access (ZTNA) solutions.
Experience improving security, user experience, and access management while simplifying remote connectivity.
Experience ensuring Fidelity campuses, conference rooms, and collaboration environments are prepared to support increased onsite associate presence.
Experience partnering with Corporate Real Estate and business leaders on workplace transformation initiatives.
Experience delivering seamless technology experiences across office locations, meeting spaces, and collaboration environments.
Experience reducing dependence on traditional Windows-centric desktop strategies.
Experience expanding macOS adoption through lifecycle replacement programs and new hire technology choice initiatives.
Experience simplifying endpoint management and improving associate flexibility through platform modernization.
Experience strengthening associate technology security controls and operational practices.
Experience leveraging supplier intelligence, vulnerability scanning platforms, and AI-assisted analysis to proactively identify and remediate security risks.
Experience partnering closely with enterprise cybersecurity organizations to improve overall technology resilience.
Experience advancing self-service, automation, virtual agents, and AI-enabled support capabilities.
Experience reducing support demand through proactive issue prevention and improved technology experiences.
Experience improving efficiency and effectiveness across Service Desk, Field Support, and High Touch Services organizations.
Experience leading through influence across business and technology organizations.
Experience building and developing a strong global leadership team.
Experience driving organizational change and transformation at scale.
Experience balancing associate experience, operational excellence, innovation, cybersecurity, and financial stewardship.
Experience developing succession pipelines and leadership capabilities across global teams.
Experience operating effectively in a highly matrixed environment with executive-level stakeholders.

Nice To Haves

Experience with Microsoft Copilot, Cowork, and similar AI-enabled productivity platforms.
Experience with Zero Trust Network Access (ZTNA) solutions.
Experience with macOS adoption.
Experience with AI-assisted analysis for security risk remediation.

Responsibilities

Define and execute the multi-year vision and strategy for associate technology services.
Drive technology investments that improve workforce productivity, security, and user experience.
Align workplace technology strategies with enterprise business objectives.
Lead large-scale transformation initiatives across associate technology platforms and support organizations.
Own Fidelity's end-to-end associate technology experience.
Ensure a seamless and productive experience for associates working onsite, remotely, or in hybrid roles.
Continuously improve technology satisfaction, adoption, and productivity outcomes.
Serve as executive advocate for associate technology needs across the enterprise.
Provide strategic leadership for Desktop and endpoint platforms, Windows and macOS ecosystems, Virtual desktop and remote access technologies, Collaboration and productivity platforms, Video conferencing and unified communications, Mobile device technologies, End-user support tooling, AI-enabled workplace technologies.
Ensure platforms remain secure, scalable, reliable, and aligned with evolving business requirements.
Lead global support organizations responsible for Service Desk operations, Onsite campus support, Investor Center technology support, Executive support services, Managed event and conference services.
Drive operational excellence, Automation and self-service capabilities, Improved first-contact resolution, Reduced incident volumes, Continuous improvement across support functions.
Define and execute the GenAI strategy for associate-facing technology.
Drive enterprise adoption of Microsoft Copilot, Cowork, and similar AI-enabled productivity platforms.
Leverage AI capabilities to improve associate productivity, support automation, knowledge management, and technology operations.
Lead the migration from traditional VPN technologies toward Zero Trust Network Access (ZTNA) solutions.
Improve security, user experience, and access management while simplifying remote connectivity.
Ensure Fidelity campuses, conference rooms, and collaboration environments are prepared to support increased onsite associate presence.
Partner with Corporate Real Estate and business leaders on workplace transformation initiatives.
Deliver seamless technology experiences across office locations, meeting spaces, and collaboration environments.
Reduce dependence on traditional Windows-centric desktop strategies.
Expand macOS adoption through lifecycle replacement programs and new hire technology choice initiatives.
Simplify endpoint management and improve associate flexibility through platform modernization.
Strengthen associate technology security controls and operational practices.
Leverage supplier intelligence, vulnerability scanning platforms, and AI-assisted analysis to proactively identify and remediate security risks.
Partner closely with enterprise cybersecurity organizations to improve overall technology resilience.
Advance self-service, automation, virtual agents, and AI-enabled support capabilities.
Reduce support demand through proactive issue prevention and improved technology experiences.
Improve efficiency and effectiveness across Service Desk, Field Support, and High Touch Services organizations.
Lead through influence across business and technology organizations.
Build and develop a strong global leadership team.
Drive organizational change and transformation at scale.
Balance associate experience, operational excellence, innovation, cybersecurity, and financial stewardship.
Develop succession pipelines and leadership capabilities across global teams.
Operate effectively in a highly matrixed environment with executive-level stakeholders.