Director, IT Operations

Ladders; United States; Remote; USD 182,000 - 198,000; Full time

Benefits offered by this job

Remote work flexibility within the US

Leadership exposure acrossorganiz"?niz

Job summary

The Ladders is seeking a Director of IT Operations to guide enterprise IT operations with a strong focus on service management, governance, and operational discipline. Remote within the United States. Compensation is $182,000 – $198,000 annually.

This leader will partner with senior leaders and cross-functional teams to strengthen accountability, improve communication, and drive continuous improvement across the organization.

Qualifications

• 10+ years in IT operations or service management with leadership experience.
• Proven leadership in Incident, Problem, Change, and Release Management in high-availability settings.
• Strong ITIL knowledge and ability to translate into actionable processes.
• Experience with major-incident response and cross-functional remediation.
• Ability to design and enhance service-management governance models.
• Experience with global onshore/offshore teams in 24x7 environments.
• Strong analytical skills to leverage operational data for improvement.

Responsibilities

• Build and lead the Service Management Office and governance framework.
• Own the service-management process framework for key IT operations.
• Establish roles, decision rights, and accountability across teams.
• Lead governance for major incidents and ensure effective communication.
• Define and enforce RCA standards and corrective actions.
• Oversee Change and Release governance, ensuring production-readiness.
• Develop service governance scorecards and management reporting.

Skills

Leadership

IT operations

Incident management

Change management

Release management

ITIL

Governance

Cross-functional collaboration

Data analytics

Global teams

Job description

For our client, we are seeking a Director, IT Operations to join the team of a leader in the Information Technology space. This leader will guide enterprise IT operations with a strong focus on service management, governance, and operational discipline. The role will shape how incidents, changes, and releases are managed across a complex, always-on environment. You will partner closely with senior leaders and cross-functional teams to strengthen accountability, improve communication, and drive continuous improvement across the organization.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $182,000 – $198,000 annually

Responsibilities

• Build and lead the Service Management Office and governance framework
• Own the service-management process framework for key IT operations
• Establish roles, decision rights, and accountability across teams
• Lead governance for major incidents and ensure effective communication
• Define and enforce RCA standards and corrective actions
• Oversee Change and Release governance, ensuring production-readiness
• Develop service governance scorecards and management reporting

Qualifications

• 10+ years in IT operations or service management with leadership experience
• Proven leadership in Incident, Problem, Change, and Release Management in high-availability settings
• Strong understanding of ITIL practices and the ability to translate them into actionable processes
• Experience in major-incident response and cross-functional remediation
• Ability to design and enhance service-management models and governance structures
• Experience with global onshore/offshore teams in 24x7 environments
• Strong analytical skills to leverage operational data for improvement

Benefits

• Remote work flexibility within the US
• Opportunity to lead and influence across organizational boundaries
• Engagement with senior leadership and cross-functional teams
• Focus on continuous improvement and operational excellence
• Development of a scalable Service Management Office organization

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.