Sr IT Service & Operations Management Director

Job#: 3010102

Job Description:

Title: Sr IT Service & Operations Management Director

Location: Austin or Temple, TX

Permanent/Direct Hire

Salary: $240 -280K

Interview Process: 3-4

Job Description

What you'll do as a Sr IT Service & Operations Management Director:

Strategic Leadership & Vision:

• Define and communicate a clear vision for IT Service and Operations aligned with business goals and digital transformation initiatives.
• Develop and execute a multi-year strategy to modernize operations using AI, automation, and data-driven insights.
• Champion a culture of innovation, accountability, and continuous improvement.

Service Management & Observability:

• Oversee ITSM platform strategy (e.g., ServiceNow, JSM), CMDB architecture, SLA/SLO governance, and incident/problem/change management.
• Drive observability initiatives using tools like Dynatrace, SolarWinds, and Splunk to enable predictive analytics and self-healing capabilities.

Operational Excellence:

• Develop hybrid sourcing models, balancing in-house talent with managed services to deliver a cost-optimized, highly efficient ITSM practice.
• Implement telemetry, runbook automation, and omnichannel support to reduce mean time to detect and repair incidents.
• Establish KPIs and continuous improvement frameworks to enhance service quality and reduce operational disruptions.
• Lead and manage Service Desk, NOC, Field Operations, and Mainframe Operations teams.
• Implement and optimize ITIL processes across Incident, Problem, Change, Request, and Knowledge Management.
• Drive standardization and best practices across all operational domains.

Lifecycle Management of End User Devices:

• Oversee the lifecycle management of end user devices, including laptops, phones, and distribution center devices like handheld printers and selection devices.
• Ensure devices are provisioned in advance, kept updated, and refreshed regularly.

AI & Automation Enablement:

• Deploy AI-powered solutions for incident prediction, self-healing, and intelligent routing.
• Lead automation initiatives across job monitoring, ticket triage, and service provisioning.
• Identify and implement AI-driven solutions to enhance service delivery, reduce manual effort, and improve response times.

Performance Management:

• Define, track, and report on KPIs and metrics across all ITIL domains.
• Establish dashboards and reporting frameworks to monitor service health and operational efficiency.
• Use analytics to identify trends, root causes, and opportunities for optimization.

Organizational Design & Talent Development:

• Build and lead a high-performing team including ITSM analysts, and service desk managers.
• Foster a culture of learning through certifications, training, and career pathing aligned with industry standards.

Stakeholder Engagement:

• Collaborate with cross-functional teams, vendors, and business units to ensure alignment and transparency.
• Communicate performance, risks, and strategic initiatives to executive leadership.
• Perform other duties as assigned.

Qualifications you'll bring as a Sr IT Service & Operations Management Director:

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
• 10+ years in IT operations, service management, or infrastructure leadership.
• ITIL certification is required.
• Proven experience in ITIL-based environments and managing large-scale service transformations.
• Strong understanding of observability platforms, automation, and cloud infrastructure.
• Excellent leadership, communication, and stakeholder management skills.
• Experience with vendor management, budget planning, and strategic sourcing.
• Experience with tools such as ServiceNow, Jira, Dynatrace, Splunk.
• Experience in designing and implementing hybrid workforce models.
• Knowledge of Zero Trust, NIST frameworks.
• Background in managing hybrid workforce models and outsourced service operations.
• Strong analytical and problem-solving skills, with a proactive, solution-oriented mindset

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.