Senior Director, Technology Operations

Senior Director, Technology Operations

Charlotte, NC, United States and 1 more

(Hybrid)

Job Description

The Senior Director of Technology Operations is accountable for the reliable, resilient, and cost-effective delivery of ADI’s global services and support. The role combines service management, employee support, operational resilience, and strategic partner management under one leader. This creates end-to-end accountability for service quality, employee experience, incident response, and continuous improvement.

The Senior Director will establish a globally consistent operating model, strengthen service-management disciplines, improve performance transparency, and develop managed-service partnerships that reduce cost while improving service.

Strategic Mandate

• Improve employee technology experience
• Strengthen operational resilience
• Standardize global service delivery
• Mature ITSM processes
• Expand automation and self-service
• Optimize strategic service partners

JOB DUTIES:

Technology Operations Leadership

• Establish clear service ownership and accountability.
• Develop the operating strategy, roadmap, and performance model.
• Build organizational capability, leadership depth, and succession plans.

Service Delivery Excellence

• Establish service levels, operating standards, and escalation processes.
• Lead service desk and regional support operations.
• Drive continual service improvement.

Reliability and Resilience

• Ensure the availability and performance of critical technology services.
• Lead major-incident response and executive communications.
• Strengthen monitoring, disaster recovery, and business continuity.
• Eliminate recurring issues through problem management and root-cause analysis.

Strategic Sourcing and Partners

• Develop the sourcing strategy for technology operations and support.
• Identify services to retain, automate, outsource, or co-source.
• Establish strategic managed-service partnerships.
• Govern partner performance, service levels, costs, and improvement plans.
• Hold partners accountable for measurable business and service outcomes.

Employee Technology Experience

• Own the end-to-end employee support experience.
• Improve technology usability, reliability, and accessibility.
• Expand self-service, knowledge management, and intelligent automation.
• Use employee feedback and service data to prioritize improvements.

ITSM Process Governance

• Own incident, problem, request, change, and knowledge management.
• Establish consistent global processes and controls.
• Maintain a common service-management platform and intake model.
• Ensure operational readiness for new and changed technology services.

Performance and Improvement

• Establish an outcome-based technology operations scorecard.
• Track service performance, risks, costs, and employee satisfaction.
• Conduct regular service, resilience, and partner reviews.
• Use operating data to drive accountability and continuous improvement.

Measures of Success

• Critical-service availability
• Major-incident reduction
• Mean time to restore
• Repeat-incident reduction
• Service-level attainment
• Employee satisfaction
• Self-service adoption
• Managed-service performance
• Cost savings and value realization

YOU MUST HAVE:

• 10+ years’ experience in IT
• 5+ years as a manager
• Global experience
• Strategic vendor-management skills
• A record of service improvement

WHAT'S IN IT FOR YOU:

• Medical, Dental, Vision, Commuter Benefit, Pet Insurance and 401k participation from Day 1
• 12 paid holidays each year
• Four weeks parental leave without using vacation time
• Employee discounts on company products and other retail/service providers
• Monday to Friday working hours - no weekends
• Opportunity to progress within a global business

About Us

ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com.

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ADI is an equal opportunity employer. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster, "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision. ADI complies with applicable equal employment laws in all countries where we do business.

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