Senior Director, Business Technology Services

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

As Sr. Director - Business Technology (BT) Services, Diligent is looking for a hands-on strategic leader to manage our global system administration and help desk teams, corporate applications (Okta, O365, JAMF, Intune, Zoom etc.) and oversee infrastructure across our offices in AMER, EMEA and APAC. You are a ‘customer-first’ thinking leader and have a passion for providing world-class employee experience.  

You will be a critical member of the BT leadership team and will need to work cross functionally with leaders across people, security, technology, procurement, executives and their support staff and other departments. The successful candidate would be able to demonstrate an execution approach to translate our strategic plans to incremental delivery of impact to the business. Structured thinking, problem-solving skills, ability to mentor and build strong teams and outstanding communication skills will be crucial for success in this role.  

You will lead change management activities on new technology adoption and work with key stakeholders to understand and manage expectations and provide technical consultation. You will provide leadership in continuously improving all areas of agile innovation, program management, strategic systems design, partner relations, innovation landscaping and enterprise-wide scale of BT operations and services. 

Key Responsibilities 

• Lead, inspire and grow our multi-location teams of 20+ technical resources to provide remote and on-site support for employees and services 
• Engages with all levels of management and key stakeholders to develop, implement, and manage support and operational objectives 
• Identify and incorporate future service management needs into a well-considered multi-year roadmap across all Diligent product areas. 
• Drive efficiency, power employee productivity and innovate through system engineering leveraging modern practices and technology 
• Review and maintain IT/ security procedures and policies including SLA’s and XLA’s (Experience SLA’s) 
• Drive security audits in partnership with our CISO organization, analyze outcomes and implement solutions to close security gaps 
• Optimize existing tech stack and research new products and services that keep our environment current and relevant
• Develop collaborative relationships with leaders and stakeholders across the organization to prioritize initiatives, align on industry best practice solution designs, and successfully implement elegant and scalable systems.
• Support cross-company initiatives with Finance, People, Security, Product, Engineering, etc. to effectively integrate systems and data across the company.
• Provide transparency and ongoing communication into systems roadmaps, priorities, milestones, launches, etc.
• Manage and streamline new-hire onboarding/offboarding and IT orientations in collaboration with HR and other business teams
• Manage or work with outside consultants as needed.
• Manage vendor contracts including assisting procurement in vendor negotiations. 

Required Experience/Skills: 

• Positive attitude and a big appetite to provide/ enhance world class executive/ employee experience 
• Bachelor or master’s degree in Information Technology, Computer Science, or related field. 
• 10+ years of solid IT operations and management experience with 8+ years leadership 
• Broad knowledge of different IT enterprise applications  including SaaS/ On Prem applications (O365, Okta, JAMF, Intune, Slack, Zoom, ServiceNow, File Storage...) and security tools 
• Experience with networking operations, networking devices and Wi-Fi is a plus 
• Experience deploying and managing cloud contact center is a plus
• Experience in driving strong relationships and business partnerships with key leaders. Business consulting experience preferred.
• Experience with a high growth, fast-paced, rapidly changing, team-oriented environments with active M&A’s (system and data integrations).
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