Director, IT Operations

Job Summary

The Director, IT Operations functions as the overall leader for CCBSS IT operations responsible for delivering and sustaining cost effective, reliable, high performing and secure day-to-day IT capabilities required to support CCBSS’ present and future business needs.

The role oversees a team of IT professionals and service providers delivering IT Infrastructure operational activities in the areas of End User Services, Field IT, Service Desk, IT Infrastructure (cloud and on premise), Network infrastructure (cloud and on premise), Office 365, Security, and Access Management services. The role is also responsible for the ongoing enhancement and evolution of IT operations by identifying, justifying, prioritizing, and delivering continuous improvements initiatives. The role is also responsible for providing IT Operations support for all other CCBSS initiatives with IT requirements.

Another key responsibility of the role is to oversee and manage a group of IT suppliers to ensure consistent, high quality service delivery, with adherence to financial and contract management requirements. The IT supplier base varies, from suppliers used for tactical IT capabilities, to strategic IaaS, SaaS partners as well as strategic IT Managed Service Providers.

The role also plays an integral part on the CCBSS Architecture Review Board (ARB) by providing the key technical leadership required to define and evolve the CCBSS IT standards and capabilities in close alignment with the rest of the IT Leadership team and our business stakeholders.

The position is required to build and maintain a high-level of engagement of our associates in the IT Operations team, defining and tracking individual performance goals for the team, and supporting the team with the definition and execution of individualized development plans.

Duties and Responsibilities

• People leadership and team management, including performance management, development plans, and performance reviews.
• Overall accountability for day-to-day IT operations.
• Supplier management: Service delivery tracking, adherence to SLA and financial requirements.
• Manage strategic relationship and contracts with appropriate 3rd-party providers.
• Ensure consistent adherence to IT security requirements in close collaboration with the Cybersecurity and IT Architecture team.
• Ensure the CCBSS IT environment is consistently updated with the appropriate security patches, preferred security configurations and modern security protocols in partnership with the CCBSS Information Security Team.
• Continuous improvement and innovation across all programs and services in the area of responsibility.
• Project delivery for initiatives in scope for the team.
• Provide IT Operational leadership input to the Architecture Review Board.
• Budget management for both IT operations services and project delivery.
• Audit compliance and alignment.
• Ensure all IT Operations teams operate and remain compliant with audit requirements.
• Define and track consistent practices and proper workload assignments to ensure we can meet the demand for services, projects, and other project requests without impacting quality, availability, and performance of our IT environment.
• Ensure standard IT operations processes are appropriately documented, kept up to date, and leveraged for the delivery of daily IT operations services.
• Own and maintain the organization's IT disaster recovery (DR) process, including the planning, coordination and execution of an annual DR drill.
• Identify and ensure all necessary updates are timely made to appropriate IT architecture, processes and documentation following a DR execrcise.
• Lead associates and actively coach them to develop talent and ensure high levels of employee engagement.

Key Skills and Abilities

• Demonstrated technical expertise in Azure cloud architecture, cloud operations, Network operations, and security practices.
• Ability to stay current in the relevant IT technology areas as products, services, standards, and practices rapidly evolve.
• Strong leadership, pr