Head of IT Service Operations & Service Delivery

ASPCA; City of Niagara Falls (NY); Hybrid; USD 188,000 - 200,000; Full time

Benefits offered by this job

Health coverage

Flexible time off

401(k) matching

Job summary

The Senior Director, IT Service Operations at ASPCA leads the IT Service Operations pillar, including Technical Support, Networks, Asset and Fleet Management, Account Management and identity provisioning, and Service Delivery. This is a people leadership and operational role focused on establishing standards, coaching, and disciplined, measurable service delivery for over 1,400 staff.

You will build the operating model, drive maturity of ITIL practices, and manage cross‑site delivery from New

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 6+ years of progressive IT operations experience.
• 2+ years managing managers or senior individual contributors.
• English language proficiency required.

Responsibilities

• Lead a team of 4‑6 employees, set expectations, provide development opportunities, and conduct performance conversations.
• Oversee multi-site IT service operations, incident triage, change windows, and escalation management.
• Own ITSM practice, including incident, problem, change, and knowledge management.
• Manage asset lifecycle, identity provisioning, and access controls across locations.

Skills

Strategic leadership

ITIL/ITSM

Vendor management

People development

Cross-functional collaboration

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

FreshService

Job description

The Senior Director, IT Service Operations at ASPCA leads the IT Service Operations pillar, including Technical Support, Networks, Asset and Fleet Management, Account Management and identity provisioning, and Service Delivery. This is a people leadership and operational role focused on establishing standards, coaching, and disciplined, measurable service delivery for over 1,400 staff.

You will build the operating model, drive maturity of ITIL practices, and manage cross‑site delivery from New