Senior Director, Tech Ops & Service Excellence

Arizona State University

Scottsdale, Northern (AZ, KY)

Hybrid

USD 180,000 - 240,000

Full time

14 days+

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Benefits offered by this job

Hybrid work schedule

Medical, dental, vision insurance

401(k) with matching

Vacation 22 days

11 holidays incl. birthday

Parental leave

Tuition reductions

Professional development

Cell phone reimbursement

Job summary

Arizona State University seeks a Senior Director of Technology Operations & Service Excellence to lead enterprise technology support and infrastructure services. You will drive a unified service strategy across platform support, cloud operations, and data engineering, balancing reliability with exceptional customer experience for a large, distributed workforce.

You’ll partner with executive leadership to modernize service delivery, manage budgets and vendors, and foster a culture of

Qualifications

Bachelor’s degree in information technology, computer science, engineering, or related field.
Master’s degree in information systems, business administration, or related field is preferred.
10+ years of progressive leadership experience in technology operations or enterprise support services.

Responsibilities

Lead ASUEP Service Center delivering high-quality technology support for 400+ employees.
Oversee Platform Support, Cloud Operations, and Data Engineering.
Define a unified service strategy and scalable operating model.
Establish and monitor SLA attainment, response/resolution times, and customer satisfaction.
Serve as executive escalation point for incidents and root cause resolution.
Oversee enterprise infrastructure, networking, and cloud environments.
Partner with Cybersecurity to ensure secure platforms.
Drive cloud optimization, cost management, and scalable architecture.
Lead data engineering for secure, governed data ingestion.
Advance service delivery with automation and AI-enabled capabilities.
Develop workforce planning and skills-based team structures.
Mentor and develop support analysts and technical leads.
Align technology services with business priorities and growth strategies.