IT Service Operations Leader — Multi‑Site, Mission‑Driven

ASPCA; New York (NY); Hybrid; USD 188,000 - 200,000; Full time

Benefits offered by this job

Health coverage

401(k) with employer contributions

Flexible time off and holidays

Professional development opportunities

Job summary

ASPCA is seeking a Senior Director of IT Service Operations to lead and transform our IT Service Operations pillar. You will establish standards, coach managers and engineers, and drive structured, repeatable operations across shelters, clinics, mobile units and field operations nationwide.

This leadership role focuses on people, process, and performance, not pure engineering. The role reports to the VP of Technology Services and directs 4–6 direct or matrixed reports with ~15 indirect reports,

Qualifications

• Bachelor’s degree or equivalent IT/CS/business field
• 6+ years in progressive IT operations roles
• 2+ years in a formal team-lead/manager role
• Experience managing multi-site IT operations serving frontline staff
• Experience with outsourced MSP/NOC/SOC engagements
• ITIL Foundation certification or equivalent (preferred)

Responsibilities

• Lead IT Service Operations across multiple sites including NYC, OH, FL, CA, IL, NC and field locations
• Own ITSM practices (Incident, Problem, Change Enablement, Service Desk, Knowledge) and governance
• Oversee budget, standards, and operating model; drive measurable service delivery
• Staff development, recruitment, and succession planning within pillar
• Collaborate with VP Technology Services and other IT leaders on strategy and execution

Skills

People leadership

ITIL/ITSM

IT operations

Vendor management

Cross-team collaboration

Education

Bachelor’s degree in IT / CS / related

6+ years IT operations experience

2+ years managing managers/senior ICs

Tools

FreshService

CIS Controls

Incident/Problem/Change management

Job description

ASPCA is seeking a Senior Director of IT Service Operations to lead and transform our IT Service Operations pillar. You will establish standards, coach managers and engineers, and drive structured, repeatable operations across shelters, clinics, mobile units and field operations nationwide.

This leadership role focuses on people, process, and performance, not pure engineering. The role reports to the VP of Technology Services and directs 4–6 direct or matrixed reports with ~15 indirect reports,