Responsibilities
- Oversee enterprise service delivery functions, including Service Desk operations, Incident Management, Problem Management, Change Management, and Asset Management.
- Govern Key Performance Indicators and operational metrics to drive visibility, accountability, and continuous improvement across service delivery functions.
- Ensure fast, accurate, and reliable delivery of technology services to teammates.
- Monitor and maintain service management processes and operational disciplines to support business needs.
- Provide leadership and oversight for service delivery models that leverage both internal teams and managed service partners.
- Partner with functional leaders to monitor service performance, operational outcomes, and service-level expectations across internal and external delivery teams.
- Evaluate opportunities to optimize service delivery models and sourcing strategies to support business needs, scalability, and operational efficiency.
- Lead strategic capacity planning to support organizational growth and evolving teammate needs.
- Oversee hardware, software, and technology asset lifecycle management programs.
- Own the enterprise applications roadmap spanning CRM, HRIS, collaboration tools, workflow platforms, and shared business systems, driving standardization, simplification, and business process transformation.
- Partner with business leaders to identify opportunities to improve workflows, automate processes, and increase operational efficiency.
- Drive the adoption and effectiveness of teammate productivity tools and internal technology solutions.
- Oversee internal application development resources and external partners supporting business functions and operational teams.
- Provide governance and strategic oversight of contractor and third-party resources supporting application delivery.
- Identify and execute technology and business process improvements related to applications, systems, and implementations.
- Evaluate evolving business needs and recommend delivery models that balance internal capabilities and external partnerships.
- Serve as a champion for enterprise AI adoption, identifying, prioritizing, and scaling AI use cases that improve productivity, automate workflows, accelerate decision-making, and transform business operations.
- Establish governance and best practices for responsible AI usage, ensuring security, compliance, transparency, and measurable business outcomes.
- Partner with business leaders to embed AI capabilities into enterprise workflows, teammate experiences, and shared services functions.
- Provide executive leadership and strategic oversight for operational vendor management functions supporting business operations.
- Ensure third-party partnerships align with business objectives, service expectations, and operational priorities.
- Support the governance and performance management of strategic business process outsourcing relationships.
- Serve as an executive sponsor for key operational partnerships and outsourced service providers.
- Collaborate with Procurement, Legal, Finance, and business leaders regarding significant vendor agreements, renewals, and partnership strategies.
- Monitor operational outcomes, service performance, and business objectives to ensure external partnerships continue to deliver value.
- Evaluate emerging technologies, service delivery models, and strategic partnerships to improve agility, reduce costs, and accelerate innovation.
- Build cross-functional relationships and serve as a trusted advisor across the organization.
- Collaborate with leadership teams to develop long-range plans, operational strategies, and investment priorities.
- Develop and manage departmental budgets, forecasts, headcount planning, and operating expenses.
- Lead a portfolio of services delivered through internal teams, managed service partners, contractors, and strategic third-party providers to ensure consistent service delivery and operational outcomes.
- Contribute to policy-level discussions regarding standards, processes, metrics, and organizational priorities.
- Identify priorities and communicate technology and operational impacts throughout the decision-making process.
- Attract, recruit, develop, and retain high-performing talent while establishing mission and purpose for individuals and teams.
- Contribute to succession planning and leadership development across the organization.
- Lead initiatives that create operational efficiencies, cost reductions, increased automation, enhanced service reliability, and improved teammate experiences.
- Contribute to building a high-performance organization that meets or exceeds business objectives.
Requirements
- University degree or equivalent experience and minimum 15 years of relevant experience.
- Proven executive leadership experience leading enterprise technology, business applications, shared services, or business technology organizations in high-growth environments.
- Demonstrated success leading digital transformation, automation, AI adoption, or enterprise modernization initiatives.
- Proven experience leading service delivery, technology operations, business applications, shared services, and/or related functions.
- Experience overseeing service delivery models that utilize a combination of internal teams, managed services, contractors, and external partners.
- Demonstrated experience providing executive oversight of strategic vendor relationships and outsourced service providers.
- Experience developing operational strategies, policies, processes, and performance metrics.
- Strong financial acumen, including budgeting, forecasting, and resource planning.
- Proven ability to communicate, partner, and influence across a matrix organization.
- Experience building positive relationships with internal and external customers.
- Strong leadership and organizational management skills.
- Analytical mindset with the ability to develop and utilize operational metrics and performance indicators.
- Excellent written and verbal communication skills with both technical and non-technical audiences.
- Demonstrated ability to manage both virtual and direct teams.
Nice to Have
- Experience within high-growth, B2B, financial technology, or technology-enabled services organizations.
- Experience leading enterprise applications, digital workplace technologies, or productivity platforms.
- Knowledge of IT service management principles and practices.
- Experience leading organizational transformation and change initiatives.
- Experience implementing automation, artificial intelligence, or productivity solutions.
Team
Structure: Leads multiple leaders and oversees a blended service delivery model consisting of internal teammates, managed service partners, contractors, and strategic operational vendors.. Reports to: COO
