Apex Systems
Sr IT Service & Operations Management Director
Get AI-powered advice on this job and more exclusive features. Pay
$240,000.00/yr - $280,000.00/yr Job #: 3010102 Job Description
Title: Sr IT Service & Operations Management Director Location: Austin or Temple, TX Employment type: Full‑time, Permanent/Direct Hire Salary: $240,000 - $280,000 Interview Process: 3-4 rounds What you'll do as a Sr IT Service & Operations Management Director
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 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 lifecycle management of end‑user devices, including laptops, phones, and distribution center 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. 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
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 ServiceNow, Jira, Dynatrace, and 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 – Benefits Overview
Apex offers medical, dental, vision, life, disability, and other insurance plans, an ESPP, a 401(k) program, an HSA, a SupportLinc Employee Assistance Program, corporate discounts, and an on‑demand training program with certification prep. Apex Systems – About
Apex is an equal‑opportunity employer. We do not discriminate on the basis of race, color, religion, etc. We consider qualified applicants with criminal histories in accordance with applicable law. For accommodations, contact [email protected].
#J-18808-Ljbffr
Get AI-powered advice on this job and more exclusive features. Pay
$240,000.00/yr - $280,000.00/yr Job #: 3010102 Job Description
Title: Sr IT Service & Operations Management Director Location: Austin or Temple, TX Employment type: Full‑time, Permanent/Direct Hire Salary: $240,000 - $280,000 Interview Process: 3-4 rounds What you'll do as a Sr IT Service & Operations Management Director
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 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 lifecycle management of end‑user devices, including laptops, phones, and distribution center 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. 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
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 ServiceNow, Jira, Dynatrace, and 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 – Benefits Overview
Apex offers medical, dental, vision, life, disability, and other insurance plans, an ESPP, a 401(k) program, an HSA, a SupportLinc Employee Assistance Program, corporate discounts, and an on‑demand training program with certification prep. Apex Systems – About
Apex is an equal‑opportunity employer. We do not discriminate on the basis of race, color, religion, etc. We consider qualified applicants with criminal histories in accordance with applicable law. For accommodations, contact [email protected].
#J-18808-Ljbffr