Director, IT Operations

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Job Summary:
We are seeking an IT Operations Director to lead and evolve Consumer Cellular's IT operations. This role is responsible for delivering reliable, secure, and cost-effective IT services while driving operational maturity, automation, AI adoption, and continuous improvement across the organization. The IT Operations Director oversees core service functions: including Helpdesk, Technical Operations Center (TOC), IT Asset Management (ITAM), and Disaster Recovery & Resilience and ensures alignment with business priorities through measurable service performance, strong governance, and proactive operations management. This role serves as the operational leader responsible for real-time service performance, incident command, and cross-functional execution.

You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite.

What You Will Do:

Leadership & Strategy

• Lead and develop IT Operations teams, fostering accountability, ownership, and a high-performance culture
• Define and execute IT operations strategy aligned to business outcomes (reliability, cost, scalability, speed)
• Establish KPIs (availability, MTTx, SLA adherence, cost efficiency) and drive continuous improvement
• Partner with executive leadership to align IT services with organizational priorities
• Drive accountability across engineering, product, and business stakeholders for operational outcomes and risk management
• Lead enterprise adoption of AI-driven operations, establishing strategy, governance, and measurable outcomes across IT services

Service Delivery & Operations Excellence

• Own end-to-end IT service delivery, ensuring high availability, performance, and user experience
• Oversee Helpdesk, TOC, incident management, and service request operations
• Define operational standards, runbooks, and workflows to ensure consistency and scalability
• Oversee IT operations tooling ecosystem (ServiceDesk, incident platforms, monitoring, dashboards)

Incident, Problem & Reliability Management

• Serve as operational leader during major incidents, coordinating cross-functional teams and driving resolution
• Establish and enforce incident response standards, including severity, escalation, and communication
• Drive root cause analysis (RCA) and problem management to eliminate recurring issues
• Ensure incident follow-ups, remediation tracking, and accountability across teams

Monitoring, Observability & Release Operations

• Define and implement monitoring, alerting, and observability strategies that provide actionable insights
• Establish clear signal-to-action processes for detecting and responding to operational issues
• Lead operational readiness for releases including monitoring plans, alert thresholds, and post-release validation
• Drive continuous improvement of operational visibility across systems and services

Infrastructure & Platform Operations

• Partner with Infrastructure and Engineering teams to ensure systems meet performance and availability targets
• Ensure operational readiness for infrastructure, cloud platforms, and enterprise systems
• Oversee capacity planning, patching, upgrades, and lifecycle management
• Reduce single points of failure and improve platform resilience

Security, Risk & Compliance

• Ensure operational processes align with security standards and internal policies
• Partner with InfoSec on monitoring, detection, and incident response capabilities
• Ensure compliance with regulatory and data protection requirements

Vendor & Stakeholder Management

• Manage vendors and service providers, ensuring performance against SLAs and cost targets
• Collaborate cross-functionally to align IT services with business priorities
• Act as escalation point for operational issues impacting the business

Financial, Asset & Organizational Management

• Manage operational budgets with focus on cost optimization and value delivery
• Oversee IT Asset Management (ITAM) and lifecycle governance
• Define and evolve organizational structure, staffing models, and role responsibilities
• Support FinOps practices for cloud and tooling cost optimization

Process Governance, Change & Automation

• Own and enforce ITIL-based processes (incident, problem, change, request)
• Lead Change Advisory Board (CAB) governance and continuous process improvement
• Ensure changes follow defined standards, approvals, and communication expectations
• Drive automation and AI use cases to improve operational efficiency and scale