Director of IT Operations

Aviatrix; Santa Clara (CA); On-site; USD 212,000 - 284,000; Full time

Job summary

A leading company is seeking a Director of IT Operations to deliver reliable IT services. This strategic role involves overseeing IT operations, managing vendor relationships, and ensuring optimal service delivery while maximizing ROI. The ideal candidate will have extensive experience in IT leadership, asset management, and a strong understanding of IT governance.

Benefits

100% employee premiums for medical, dental, and vision coverage

401(k) match

$1,000/year education reimbursement

Flexible vacation policy

Qualifications

• Minimum 15 years of IT operations experience, with at least 7 years in senior leadership roles.
• Proven track record of successfully leading enterprise-level IT support functions.

Responsibilities

• Oversee all aspects of IT operations including user onboarding/offboarding and helpdesk functions.
• Ensure 100% uptime for critical IT services and establish SLAs for incident response.

Skills

ITIL

IAM

SaaS Management

Cloud Infrastructure

Financial Management

Education

Bachelor's degree in Information Technology

Master's degree (preferred)

Tools

IT Asset Management Tools

Job description

Join to apply for the Director of IT Operations role at Aviatrix

Job Summary

The Director of IT Operations at Aviatrix is a strategic leadership role responsible for delivering reliable, efficient, and timely IT services that empower users to achieve their goals without interruption. Reporting to the VP of IT and AI, this senior leader oversees all aspects of IT operations including user onboarding/offboarding, office experience, IT tools, helpdesk functions, asset management, and vendor relationships. The position drives IT infrastructure strategy and ensures optimal delivery of essential IT services across the organization while maximizing return on IT investments.

Core Responsibilities

1. Strategic Leadership & Vision
   • Serve as the strategic leader for all IT operations, setting direction for IT support and IAM areas
   • Develop and implement long-term IT operations strategy aligned with organizational goals
   • Act as a thought leader and visionary in IT support and IAM, driving organizational strategies to enhance technical support and security
   • Provide expert consultation to senior leadership on IT infrastructure decisions
   • Mitigate risks and enhance IT responsiveness through effective strategic planning
2. Team Leadership & Management
   • Lead and develop IT operations teams including office experience/IT helpdesk, IT administrators, and tool administrators
   • Establish performance metrics and service level agreements for IT support functions
   • Drive a culture of service excellence and continuous improvement
   • Oversee contractor relationships for tool administration
   • Build and train effective teams, fostering a collaborative and productive work environment
3. IT Service Delivery Excellence
   • Ensure 100% uptime for critical IT services and identity/access management (IAM)
   • Establish and maintain SLAs for incident response and resolution (MTTR)
   • Implement prioritization frameworks for IT tickets based on impact and urgency
   • Lead optimization of response times for P0-P2 issues
   • Plan and report on workflow measures, driving projects forward to meet deadlines
4. IT Asset Management & Financial Optimization
   • Lead enterprise-wide IT asset management strategy, including lifecycle management
   • Establish governance frameworks for tracking and optimizing both operational and capital IT assets
   • Drive strategic financial planning for IT operations to maximize return on investment (ROI)
   • Develop frameworks to measure and communicate IT value delivery to business stakeholders
   • Implement advanced IT asset analytics to drive cost optimization and resource utilization
5. Infrastructure & Access Management
   • Set the strategy for IT onboarding/offboarding processes
   • Oversee access management systems and security protocols
   • Lead the implementation of role-based access policies
   • Ensure compliance with security policies across all IT systems
   • Enter and oversee engineering change orders, ensuring accurate and timely updates
6. Vendor & Resource Management
   • Develop and implement vendor governance frameworks and performance metrics
   • Lead strategic contract negotiations with major technology vendors
   • Establish vendor rationalization programs to optimize the vendor ecosystem
   • Manage relationships for 100+ critical IT applications
   • Optimize license management and rationalization
   • Direct hardware and software procurement strategies
   • Oversee IT budget planning and resource allocation
   • Leverage AI-based analytics to assess vendor metrics for data-backed negotiations and cost optimization
7. Technology & Innovation
   • Lead the evaluation and implementation of new IT technologies
   • Ensure reliability of meeting setups, internet connectivity, VPN, and essential hardware
   • Drive training initiatives for effective technology use across the organization
   • Identify opportunities for automation and efficiency in IT operations
   • Implement automated workflows powered by AI to reduce manual overhead, enhance compliance tracking, and improve operational tasks
   • Champion AI-driven operations to increase efficiency and service quality

Qualifications

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, or related field; Master's preferred
• Minimum 15 years of IT operations experience, with at least 7 years in senior leadership roles
• Proven track record of successfully leading enterprise-level IT support functions
• Demonstrated experience in IT Asset Management and Vendor Management

Knowledge & Skills

• Expert knowledge of IT service management frameworks (ITIL, etc.)
• Extensive understanding of IAM best practices and security protocols
• Strong background in SaaS management and cloud infrastructure (AWS, GCP, Azure)
• Excellent knowledge of IT governance and compliance requirements
• Proficiency with IT asset management tools and methodologies
• Strong analytical and financial management skills for IT operations

Leadership & Collaboration

• Exceptional leadership ability with experience managing cross-functional teams
• Demonstrated success building formal networks with key decision makers
• Recognized internally and externally as an expert in IT operations
• Outstanding communication skills, with ability to serve as external spokesperson
• Proven ability to simultaneously manage multiple high-priority projects

Decision Making

• Exercises wide latitude in determining objectives and approaches to critical assignments
• Works under consultative direction toward predetermined long-range goals and objectives
• Demonstrates strategic thinking and problem-solving abilities for complex IT challenges
• Ability to make data-driven decisions that optimize IT investments and operations

US Pay Range

The US base salary range for this full-time position is $212,550 - $283,400 + benefits + 401(k) match + equity. The pay range is determined by the role, work location, job-related skills, level, experience and relevant education. The range displayed is the minimum and maximum target base salary and is applicable only for new hires for the listed position located in the US. Your Talent Advisor can share more details regarding salary ranges, benefits, and equity for your location during the hiring process. To learn more about Aviatrix Benefits, please click Here.

Benefits

US: We cover 100% of employee premiums and 88% of dependent(s) premiums for medical, dental and vision coverage, 401(k) match, short and long-term disability, life/AD&D insurance, $1,000/year education reimbursement, and a flexible vacation policy.

Outside the US: We offer a comprehensive benefits package which, (subject to regional variations) could include pension, private medical for you and dependents, generous holiday allowance, life assurance, long-term disability, annual wellbeing stipend.

Your total compensation package will be based on job-related knowledge, education, certifications and location, per our aligned ranges.