Senior Vice President, Head of Associate IT

Fidelity•Durham, NC

5d•Hybrid

About The Position

The SVP, Head of Associate IT reports to the CIO, Enterprise Infrastructure and Operations. The Head of Associate IT—also described as the Head of Associate Technology and Experience—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

Experience leading a global organization of approximately 600 associates and contractors.
Experience managing technology services for over 80,000 associates.
Experience overseeing a blended organization of engineering/product teams and frontline technology support.
Experience with end-user computing, collaboration, communications, workplace technology, service desk operations, field support, executive and white glove support, and technology lifecycle management.
Experience driving technology modernization, workforce productivity, operational excellence, cybersecurity improvements, workplace transformation initiatives, and AI-enabled associate experiences.
Experience with Service Desk, Field Support, High Touch Services, Executive Support, and Technology Logistics and Deployment Services.
Experience with Desktop Platform Engineering, Voice and Video Engineering, and Collaboration and Productivity Engineering.
Experience partnering with enterprise architecture, cybersecurity, infrastructure, and business stakeholders.
Experience defining and executing multi-year visions and strategies for associate technology services.
Experience driving technology investments to improve workforce productivity, security, and user experience.
Experience aligning workplace technology strategies with enterprise business objectives.
Experience leading large-scale transformation initiatives.
Experience owning end-to-end associate technology experience.
Experience ensuring seamless and productive experiences for associates working onsite, remotely, or in hybrid roles.
Experience improving technology satisfaction, adoption, and productivity outcomes.
Experience serving as an executive advocate for associate technology needs.
Experience providing strategic leadership for desktop and endpoint platforms, collaboration and productivity platforms, and AI-enabled workplace technologies.
Experience ensuring platforms are secure, scalable, reliable, and aligned with business requirements.
Experience leading global support organizations.
Experience driving operational excellence, automation, self-service, improved first-contact resolution, and reduced incident volumes.
Experience defining and executing GenAI strategies for associate-facing technology.
Experience driving enterprise adoption of AI-enabled productivity platforms.
Experience leveraging AI capabilities to improve associate productivity, support automation, knowledge management, and technology operations.
Experience leading migration to Zero Trust Network Access (ZTNA) solutions.
Experience ensuring campuses, conference rooms, and collaboration environments are prepared for increased onsite presence.
Experience partnering 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.
Experience simplifying endpoint management and improving associate flexibility.
Experience strengthening associate technology security controls and operational practices.
Experience leveraging supplier intelligence, vulnerability scanning platforms, and AI-assisted analysis for security risk remediation.
Experience partnering with enterprise cybersecurity organizations.
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.
Experience leading through influence across business and technology organizations.
Experience building and developing strong global leadership teams.
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.
Experience operating effectively in a highly matrixed environment with executive-level stakeholders.
Experience with budget performance and cost optimization.
Experience with stakeholder satisfaction and executive confidence.

Nice To Haves

Experience with Microsoft Copilot, Cowork, and similar AI-enabled productivity platforms.
Experience with traditional VPN technologies.
Experience with Corporate Real Estate partnerships.
Experience with lifecycle replacement programs.
Experience with new hire technology choice initiatives.
Experience with vulnerability scanning platforms.
Experience with AI-assisted analysis.
Experience with virtual agents.

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.