Director, IT Platform Services

About the role

The Director of IT Platform Services leads the strategy, governance, and service delivery of Hightower's enterprise services. Key responsibilities include overseeing business-critical platforms like Salesforce CRM, Client Portal technologies, IT Services, Enterprise Productivity and collaboration applications.

Responsibilities

• Develop a high-performing team(s) including; IT Services, CRM, Client Portal, and Productivity platforms.
• Leads a team of professionals supporting more than 2,000 employees and advisor users across the Hightower platform ecosystem.
• Manage operating budgets, strategic vendor relationships and service providers, including performance management, contract oversight, and strategy alignment.
• Establish and improve service delivery standards, operational processes, support models, knowledge management practices, and performance metrics to ensure exceptional user experiences.
• Oversee the operational metrics, service level agreement, adoption, and lifecycle management of platform services, ensuring reliability, scalability, security, and understanding of our goals.
• Promote training, documentation, and user experience initiative to maximize user satisfaction across enterprise platforms.
• Lead projects, upgrades, implementations, and projects while managing priorities, resources, risks, and partner communications.
• Collaborate with engineering, infrastructure, cybersecurity, and product teams to automate processes, improve operational efficiency, and enhance service scalability.
• Develop a multi-year platform services roadmap aligned with business growth, advisor experience, operational efficiency, and technology modernization goals.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 10+ years of progressive technology leadership experience with at least 5 years leading managers or senior individual contributors.
• 5+ years of experience leading services or platform operations within wealth management required.
• Build a high-performing organization through coaching, succession planning, talent acquisition, and leadership development.
• Experience managing enterprise platforms such as Salesforce, Client Portal solutions (Black Diamond, E-Money, Tamarac), Microsoft 365, collaboration tools, document management platforms, and other productivity applications.
• Expertise building service-oriented teams with focus on customer experience and employee development.
• Experience developing service management processes, support models, governance frameworks, and performance metrics.
• Experience with application integrations, security controls, compliance requirements, and enterprise architecture principles.
• Project and program management capabilities with experience leading complex technology projects and organizational change efforts.

Qualifications

• Are you able to be in the office Monday-Thursday?
• Do you require work authorization to continue working in the US now or in the future?
• Do you have a Bachelor's degree?
• Do you have experience in wealth management, financial services or a highly regulated industry?

Skills

• Service leadership
• Enterprise application expertise
• Business relationship management

Benefits

• Coverage on the first day of employment for medical, dental, and vision insurance
• Paid parental leave (16 weeks for primary caregiver and 8 weeks for secondary caregiver)
• Mother's lounge onsite
• Flexible PTO plan
• In-office Monday through Thursday and work from home on Fridays
• Free brand-new gym in the Chicago office
• 401k matching plan
• HSA employer contributions
• Student loan assistance
• Pet insurance

Pay

Base salary of $145,000-$155,000 plus discretionary bonus (exact base salary amount will be dependent on experience).

Schedule

All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have U.S. residency at the time of application.