Vice President, IT Operations and Service Delivery

Lumexa Imaging•Raleigh, NC

12d

About The Position

The Vice President of IT Operations, Delivery, and End User Services is a senior technology leader responsible for ensuring the stability, efficiency, and quality of all IT services across the enterprise. This role oversees IT operations, service delivery, service desk strategy, escalation management, and end-user computing, driving operational excellence and delivering exceptional digital employee experiences. The VP will lead cross-functional teams and partner with executive stakeholders to align IT service delivery with business strategy while ensuring high service reliability, rapid issue resolution, and superior user satisfaction.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
10+ years of progressive IT leadership experience, including senior-level operations and service delivery roles.
Proven success managing enterprise IT service organizations at scale, including service desk and escalation management.
Strong knowledge of ITSM frameworks (ITIL) and service delivery models.
Deep experience with service desk platforms, incident management systems, and digital workplace tools.
Familiarity with automation, analytics, self-service platforms, and AIOps capabilities.
Strong executive presence and stakeholder engagement skills.
Ability to lead high-pressure incident situations with clarity and authority.
Experience leading large, distributed teams and managing organizational change.
Financial acumen with budget ownership experience.

Nice To Haves

Master’s degree

Responsibilities

Lead enterprise-wide IT operations, focusing on service reliability, performance, and operational efficiency.
Establish and monitor KPIs, SLAs, and OLAs to ensure consistent service quality.
Drive operational excellence through process optimization, automation, and monitoring.
Oversee incident response, escalation handling, and service restoration efforts.
Own IT service management (ITSM) strategy, processes, and tools (e.g., ITIL framework).
Oversee incident, problem, change, release, and configuration management practices.
Ensure consistent, business-aligned delivery of IT services.
Lead continuous service improvement and maturity initiatives.
Define and execute enterprise service desk strategy aligned with digital workplace and employee experience goals.
Oversee global service desk operations, including multi-channel support (phone, chat, portal, virtual agents).
Drive adoption of tiered support models, shift-left strategies, and knowledge management practices.
Implement automation, AI-driven support (virtual agents, AIOps), and self-service capabilities.
Establish and monitor service desk KPIs (e.g., first contact resolution, mean time to resolve, customer satisfaction).
Ensure consistent, high-quality user support experiences across all regions and business units.
Define and institutionalize a clear enterprise escalation management framework, including severity definitions, escalation paths, and response protocols.
Lead governance of high-severity incidents (Sev 1/Sev 2), ensuring rapid mobilization, cross-functional coordination, and executive communication.
Establish real-time escalation command structures (e.g., war rooms, incident command models) to drive swift resolution.
Ensure proactive communication to stakeholders during major incidents, including executives and business leaders.
Analyze escalation trends to identify systemic issues and drive problem management, root cause elimination, and service improvements.
Implement tools and workflows that enable early detection, automated escalation triggers, and improved visibility of critical issues.
Promote a culture of accountability, urgency, and transparency in incident and escalation handling.
Oversee employee-facing IT services, including deskside support and workplace technologies.
Deliver a seamless, high-quality end-user experience across all support channels.
Lead digital workplace initiatives, including collaboration tools, endpoint experience, and mobility.
Implement proactive and predictive support models using analytics and user experience insights.
Manage strategic vendor relationships and outsourced service providers.
Negotiate contracts and ensure vendor performance aligns with SLAs and business expectations.
Drive value realization and cost optimization from third-party engagements.
Partner with cybersecurity and risk teams to ensure secure IT service operations.
Support implementation of controls, monitoring, and incident response processes.
Ensure compliance with internal policies and external regulatory requirements.
Own and manage OPEX and service-related budgets.
Drive financial discipline, cost transparency, and optimization initiatives.
Align investments with business priorities and service performance outcomes.
Build, mentor, and lead high-performing IT operations, service delivery, service desk, and escalation management teams.
Foster a culture of accountability, customer focus, and continuous improvement.
Develop succession plans and workforce strategies aligned with evolving needs.