Senior Director, Technology Operations

Role Summary

The Senior Director, Technology Operations is a key member of the Information Technology leadership team responsible for leading CPC's enterprise technology operations and ensuring the delivery of secure, reliable, and high-performing technology services that enable the organization's mission and business objectives.

What You’ll Do

• Leadership & Organizational Excellence

• Build, lead, and continuously evolve a world-class Technology Operations organization that delivers exceptional customer experience, operational excellence, and business value.

• Lead, mentor, and develop a high-performing team of IT professionals through coaching, performance management, training, succession planning, and career development.

• Foster a culture of accountability, innovation, collaboration, continuous improvement, and customer-centric service delivery.

• Develop organizational capabilities, operating procedures, and service standards that enable scalable growth and operational maturity.

• Technology Operations Strategy & Governance

• Develop and execute CPC's Technology Operations strategy and roadmap in alignment with the overall IT strategy and business objectives.

• Establish and mature IT Service Management (ITSM) capabilities based on ITIL best practices, including Incident, Problem, Change, Asset, Configuration, Knowledge, Request, and Service Level Management.

• Define operational KPIs, SLAs, dashboards, and executive reporting to measure service performance, operational effectiveness, and customer satisfaction.

• Drive continuous service improvement initiatives through automation, process optimization, standardization, and operational governance.

• Enterprise Technology Operations

• Provide strategic leadership for enterprise technology operations supporting CPC headquarters and regional offices, ensuring highly available, secure, resilient, and reliable technology services.

• Oversee End User Computing, Service Desk, Infrastructure, Networks, Cloud Services, Endpoint Management, Identity & Access Management, Operational Cybersecurity, and enterprise technology support.

• Ensure operational readiness, business continuity, disaster recovery, capacity planning, and technology lifecycle management across the enterprise.

• Lead operational planning to support future business growth, modernization initiatives, and evolving technology requirements.

• Technology Service Delivery

• Ensure the delivery of reliable, secure, and customer-focused technology services that consistently meet or exceed established service levels.

• Continuously improve the IT service portfolio, end-user experience, and operational efficiency through service optimization and automation.

• Partner with business leaders to understand operational needs and translate them into scalable technology solutions.

• Establish a service-oriented culture focused on responsiveness, transparency, communication, and measurable business outcomes.

• Program & Project Delivery

• Provide executive oversight for Technology Operations projects, ensuring successful delivery within scope, schedule, budget, and quality expectations.

• Prioritize operational initiatives and technology investments that improve reliability, security, scalability, and user experience.

• Collaborate with the PMO and business stakeholders to deliver enterprise technology initiatives that support CPC's strategic objectives.

• Sponsor and champion continuous improvement initiatives that increase operational maturity and reduce technology risk.

• Vendor & Strategic Partner Management

• Develop and manage strategic relationships with Managed Service Providers (MSPs), technology vendors, cloud providers, and external partners.

• Establish vendor governance processes, performance metrics, service reviews, and contractual accountability to ensure delivery of high-quality services.

• Lead vendor selection activities, including RFI, RFP, RFQ, contract negotiations, and ongoing performance management.

• Optimize vendor relationships to maximize value, control costs, reduce operational risk, and support CPC's long-term technology strategy.

• Cybersecurity & Risk Management

• Partner with vendor’s leadership to ensure operational security controls, vulnerability management, endpoint protection, and infrastructure security are effectively implemented.

• Support enterprise cybersecurity, compliance, disaster recovery, and business continuity initiatives through operational excellence and technology governance.

• Promote a security-first culture across technology operations while ensuring reliable and resilient service delivery.

Skills And Experience

• 15+ years of progressive experience in Information Technology, including leadership of enterprise IT Operations, Cybersecurity, Infrastructure, Engineering, and Service Delivery.

• Proven experience building, leading, mentoring, and developing high-performing IT teams with a strong customer service focus.

• Passion for delivering exceptional customer experiences while driving operational excellence and continuous process improvement.

• Strong technical expertise in enterprise networking, infrastructure, Microsoft technologies, cloud platforms, endpoint management, identity & access management, virtualization, backup and disaster recovery, and cybersecurity operations.

• Experience implementing and managing IT Service Management (ITSM) processes, including Incident, Problem, Change, Asset, Knowledge, and Service Level Management.

• Strong understanding of cybersecurity best practices, vulnerability management, endpoint security, disaster recovery, business continuity, and technology risk management.

• Process-oriented leader with the ability to standardize operations, improve service delivery, automate repetitive tasks, and leverage technology to increase efficiency.

• Proven experience managing Managed Service Providers (MSPs), technology vendors, strategic outsourcing relationships, and enterprise technology contracts.

• Demonstrated success leading infrastructure upgrades, technology modernization initiatives, enterprise projects, and organizational change.

• Strong financial and business acumen, including budgeting, vendor management, procurement, asset lifecycle management, and resource planning.

• Excellent analytical, problem-solving, communication, negotiation, and decision-making skills.

What We Offer

• Competitive compensation

• 401(k) retirement plans with employer match

• Medical, dental, and vision benefits for employees and their dependents

• Commuter benefits

• PTO for vacation, personal days, sick leave, holidays, jury duty, bereavement, parental leave, and disability

• Tuition assistance program

• Two “work from anywhere” weeks per year

• Summer Fridays

• Collaborative working spaces

• Service days to support our communities

• Employee development and engagement events