Director of Technology & Service Operations

Job Summary :

The Director of Technology & Service Operations is responsible for managing technology

operations and service delivery across the organization ensuring reliability efficiency and

continuous improvement of IT services. This role also encompasses organization-wide

service management including oversight of the enterprise service desk operations and

success to deliver exceptional support experiences for all employees.

Key Responsibilities

Oversee daily IT operations including infrastructure applications and end-user

support.

Manage organization-wide service desk operations ensuring high-quality support and

customer satisfaction.

Provide direct executive support for technology needs ensuring prompt and high quality service for senior leadership and executive staff.

Lead IT service management processes (incident problem change management) and

extend best practices across the enterprise.

Drive operational excellence through process improvements automation proactive

monitoring and capacity planning.

Collaborate with the Director of Technology Strategy & Innovation to operationalize

strategic initiatives and assume steady-state ownership.

Develop and track service-level agreements (SLAs) and key performance indicators

(KPIs) for technology and service desk operations; publish metrics and insights

regularly.

Ensure compliance with security privacy and regulatory requirements; partner closely

with security leadership.

Maintain documentation knowledge bases and training resources for technology

operations and service management.

Stay current with emerging technologies and trends in IT service management cloud

platforms and automation.

Manage a team of 6-8 individuals including staff contractors and vendors to

operational and service excellence

Perform additional duties as assigned.

Required Knowledge / Skills / Abilities :

Extensive experience in IT operations and enterprise service management.

Strong knowledge of ITIL or similar frameworks and service desk best practices.

Familiarity with cloud platforms (e.g. Microsoft 365 Azure) automation tools and IT

governance.

Experience supporting or collaborating on data analytics AI and security initiatives.

Strong organizational project management and process improvement skills.

Excellent communication leadership and interpersonal abilities.

Ability to work independently and collaboratively across departments.

Strategic thinking and a commitment to continuous improvement.

Willingness to work on a flexible schedule including occasional nights and weekends.

Education and Experience Requirements :

Bachelors degree preferred in Information Technology Business Intelligence or a

related field.

Minimum 5 to 7 years experience in technology operations IT service management or

related areas.

Relevant certifications in IT service management (e.g. ITIL) cloud platforms or project

management are a plus.

Physical Requirements :

Prolonged sitting and working at a desk with repetitive motion working on a computer.

May involve some standing bending and walking.

Travel Required :

Reliable transportation and ability to travel independently throughout the Archdiocese of

Detroit and the United States.

Additional Requirements :

Must agree upon acceptance of an offer of employment with the Archdiocese of Detroit

not to engage in nor endorse any actions or beliefs contrary to the teaching and

standards of the Roman Catholic faith and morality.

Must demonstrate understanding respect and support for Catholic Church teaching

mission and values.

Must maintain strict confidentiality regarding any archdiocesan information gained

within the Archdiocese of Detroit.

Knowledge of the Roman Catholic faith its institutions policies and practices is a plus.

Must have a valid drivers license and a safe driving record.

After hours support when required.

Other Duties :

This job description is not designed to cover or contain a comprehensive listing of activities

duties or responsibilities that are required of the employee for this job. Duties

responsibilities and activities may change at any time with or without notice

Required Experience :

Director

Key Skills

Risk Management,Negiotiation,Operational management,Smartsheets,Strategic Planning,Team Management,Budgeting,Leadership Experience,Program Development,Supervising Experience,Financial Planning

Employment Type : Full Time

Experience : years

Vacancy : 1