Director of IT Operations

KSM Business Services, Inc.; Indianapolis (IN); Hybrid; USD 140,000 - 210,000; Full time

Job summary

KSM Business Services, Inc. is seeking a Director of IT Operations to partner with firm leadership and set the operational vision for reliable, scalable technology across a hybrid, multi-office environment in the United States.

This role leads core IT Operations, drives service management, and collaborates with Product, Security and Innovation to balance risk, modernization, and performance for a large, employee-owned advisory firm.

Qualifications

• Bachelor's degree or equivalent experience.
• 10+ years IT infrastructure architect/engineer.
• 10+ years IT Operations leadership with managers.
• Proven ability to partner with senior stakeholders.
• Experience establishing service management practices.

Responsibilities

• Translate business priorities into operational roadmaps and service outcomes.
• Define service standards, operating principles and governance.
• Lead IT Operations team and develop talent.
• Run IT service management rhythm: reviews, incidents, problems, changes.
• Improve reliability and user experience across offices.
• Oversee IT budget, forecasting, and vendor performance.
• Ensure cloud/infrastructure availability across offices.
• Lead cross-functional initiatives and stakeholder alignment.
• Lead IT due diligence and integration for M&A.
• Develop and maintain business continuity and disaster recovery plans.
• Plan IT aspects of office moves.

Skills

Leadership

Strategic planning

Stakeholder management

Communication

Project management

Problem solving

Education

Bachelor's degree or equivalent

ITIL Certification (Foundation+)

Tools

Jira

Job description

Job Description: We’re KSM, one of the top 50 largest independent advisory, tax, and audit firms in the United States. But more than our size, it’s our people and culture that set us apart. We believe great things happen when people are supported, challenged, and given the freedom to do their very best work. That’s why we’ve built a workplace where your career and personal life can thrive together – where you have the flexibility to manage your time, the resources to grow, and a team that genuinely cares about your success. We’ve been employee-owned since 2001, giving every team member a stake in our collective success. This ownership mentality fosters a culture of collaboration, curiosity, and excellence – where new ideas are welcomed, different perspectives are valued, and you’re encouraged to explore what excites you most. Whether you’re expanding your skills, tackling new challenges, or making an impact beyond the office, we provide the resources and support to help you grow in the direction that’s right for you. At KSM, your contributions matter – not just to the firm, but to your colleagues, clients, and the communities we serve across the U.S. If you’re looking for a place where you can do meaningful work, build lasting relationships, and grow in ways that align with what’s most important to you, we’d love to meet you.

Position Summary

The Director of IT Operations is a business partner and thought leader who ensures KSM’s technology services are reliable, scalable, and consistent across a complex, multi-office, hybrid environment. This leader sets the operational vision and standards for how IT delivers services, builds trust-based relationships with business leaders, and creates transparency, clarity, and momentum through calm, steady execution. The Director leads core IT Operations functions including infrastructure, end-user services, service management, and vendor performance. This role works closely with the Product, Security and Innovation groups to ensure operational practices support strong risk management, resilience, and responsible modernization.

Responsibilities

• Serve as a trusted business partner to firm leadership by translating business priorities into clear operational roadmaps, service outcomes, and tradeoffs.
• Provide thought leadership for IT Operations by defining and evolving service standards, operating principles, and governance that improve consistency and reduce friction across the firm.
• Lead and manage the IT Operations team, coach leaders, develop talent, and build a one-team culture.
• Establish and run an effective IT service management operating rhythm including service reviews, incident management, problem management, change management, performance reporting, and continual improvement.
• Drive measurable improvements in service reliability and user experience through clear ownership, root-cause discipline, and standardization across offices.
• Oversee the IT operations budget, working closely with the CTO to plan, forecast, optimize spend, and report on financial metrics and vendor performance.
• Manage infrastructure investments and endpoint inventory and refresh cycles; ensure lifecycle planning is standardized and predictable.
• Ensure the availability and scalability of the firm’s IT cloud/infrastructure across multiple offices; proactively manage risk and capacity.
• Lead cross-functional operational initiatives by aligning stakeholders, clarifying ownership, and removing blockers; deliver predictably with a calm, partnership-first approach.
• Lead M&A IT due diligence and integration processes, including Day-0 readiness planning, stabilization, and operational handoff into steady-state support.
• Develop and maintain business continuity plans, including disaster recovery; collaborate on incident response; plan and execute tabletop exercises and drive follow-up improvements.
• Oversee the planning and execution of IT projects that transition into operations, ensuring they are delivered on time, within budget, and supportable long term.
• Plan and execute the IT aspects of office moves, ensuring seamless setup and operation.
• Foster a culture of service excellence and strong communication; set expectations early, avoid surprises, and maintain high trust with stakeholders.
• Work closely with the Security group to ensure operational practices support security controls, monitoring, and compliance needs.
• Work closely with the Innovation group to operationalize new capabilities responsibly by scaling what works and retiring what doesn’t.

Requirements/Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 10+ years of experience as an IT infrastructure architect or engineer.
• 10+ years in an IT Operations leadership role, including leading managers and building high-performing teams.
• Demonstrated strength as a business partner with the ability to build relationships with senior stakeholders, influence decisions, and translate technical complexity into business options and outcomes.
• Proven ability to establish and run effective service management practices, including incident management, problem management, change management, service ownership, metrics, and continuous improvement.
• ITIL certification preferred (Foundation at minimum; higher levels a plus).
• Extensive experience leading IT due diligence and integration for M&A.
• Proven track record in business continuity planning, disaster recovery, and incident response.
• Experience managing multi-office IT infrastructure in a hybrid work environment.
• Strong financial discipline including budget ownership, forecasting, vendor management, and cost optimization.
• Excellent project management skills with experience managing large-scale IT initiatives and operational transitions.
• Exceptional leadership, communication, and organizational skills with a calm, steady approach to execution.
• Experience with Jira and other project management tools is a plus.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, sex, sexual orientation, gender identity, disability, genetic information, national origin, race, religion, veteran status, or any other protected category.

KSM only accepts resumes directly submitted by a candidate and referrals submitted by current KSM employees. Unsolicited resumes or candidate profiles sent by staffing agencies and fee-based referral services will not be considered outside of a signed KSM vendor contract. KSM will not pay a fee to recruiters or agencies that do not have a signed KSM vendor contract.

About Us

We’re KSM, one of the top 50 largest independent advisory, tax, and audit firms in the U.S. But more than our size, it’s our people and culture that set us apart. We believe great things happen when people are supported, challenged, and given the freedom to do their very best work. That’s why we’ve built a workplace where your career and personal life can thrive together – where you have the flexibility to manage your time, the resources to grow, and a team that genuinely cares about your success. We’ve been employee-owned since 2001, giving every team member a stake in our collective success. This ownership mentality fosters a culture of collaboration, curiosity, and excellence – where new ideas are welcomed, different perspectives are valued, and you’re encouraged to explore what excites you most. Whether you’re expanding your skills, tackling new challenges, or making an impact beyond the office, we provide the resources and support to help you grow in the direction that’s right for you. At KSM, your contributions matter – not just to the firm, but to your colleagues, clients, and the communities we serve across the U.S. If you’re looking for a place where you can do meaningful work, build lasting relationships, and grow in ways that align with what’s most important to you, we’d love to meet you.