Head of Technology Operations & Service Excellence

Arizona State University; United States; Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work schedule

Medical, dental, and vision insurance

401(k) plan with matching

22 days vacation time

Parental leave

Tuition reductions

Professional development opportunities

Cell phone reimbursement

Job summary

ASU Enterprise Partners seeks a Senior Director, Technology Operations & Service Excellence to lead strategy and continuous improvement of enterprise technology support and infrastructure services for ASU Enterprise Partners and affiliates. You will build trusted relationships with executive leaders and deliver practical, high-impact solutions while guiding a high-performing, service-oriented team.

You will oversee platform support, cloud operations, and data engineering, modernize service

Qualifications

• 10+ years of progressive leadership experience in technology operations, infrastructure, engineering, or enterprise support services.
• 5+ years leading large-scale, customer-focused service organizations (e.g., service desk, shared services, or enterprise support functions) including supporting distributed or hybrid workforces.
• Experience managing complex infrastructure environments including cloud platforms (e.g., Microsoft Fabric, Google Cloud, Azure, AWS).
• Proven track record of driving operational transformation, service consolidation, or modernization initiatives.

Responsibilities

• Lead the ASUEP Service Center delivering high-quality, high-response technology support for a global workforce of 400+ employees.
• Lead a multi-functional technology operations organization spanning Platform Support, Cloud Operations, and Data Engineering.
• Define and execute a unified service strategy that integrates platform support, infrastructure, and engineering into a cohesive, scalable operating model.
• Establish and monitor service performance metrics, including SLA attainment, response and resolution times, customer satisfaction, and continuous service improvement.
• Serve as the executive escalation point for critical incidents, ensuring rapid response, clear communication, and root cause resolution.

Skills

Leadership

Customer relationship building

Service management

Strategic planning

Executive communication

Team development

Education

Bachelor's degree in IT, CS, Engineering, or related field

Master’s degree preferred in information systems, business administration, or related field

Tools

Microsoft Fabric

Cloud platforms (GCP, Azure, AWS)

ITIL framework

Job description

ASU Enterprise Partners seeks a Senior Director, Technology Operations & Service Excellence to lead strategy and continuous improvement of enterprise technology support and infrastructure services for ASU Enterprise Partners and affiliates. You will build trusted relationships with executive leaders and deliver practical, high-impact solutions while guiding a high-performing, service-oriented team.

You will oversee platform support, cloud operations, and data engineering, modernize service