Senior Director, Technology Operations

ESA - Electronic Security Association

. Establish clear service ownership and accountability .

Posted 10/13/2026full-timeUnited StatesSenior💰 $191,783 - $286,120 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in IT service management, with a focus on strategic vendor management, service improvement, and operational excellence. Proven ability to lead global teams, establish service ownership, and drive continual service improvement initiatives.

Highest-signal resume keywords

10+ Years IT Experience5+ Years Management ExperienceStrategic Vendor ManagementService Improvement RecordGlobal Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Level EstablishmentOperating Strategy DevelopmentPerformance Model CreationIncident ManagementProblem ManagementChange ManagementKnowledge ManagementDisaster RecoveryBusiness ContinuityService Desk Operations

Soft Skills

LeadershipAccountabilityCommunicationCollaborationProblem-Solving

Tools & Technologies

Service Management PlatformMonitoring ToolsAutomation ToolsKnowledge Management Systems

Industry Keywords

Technology OperationsManaged-Service PartnershipsService ImprovementGlobal ProcessesEmployee Support Experience

About the role

Key responsibilities & impact

Establish clear service ownership and accountability
Develop the operating strategy, roadmap, and performance model
Build organizational capability, leadership depth, and succession plans
Establish service levels, operating standards, and escalation processes
Lead service desk and regional support operations
Drive continual service improvement
Ensure the availability and performance of critical technology services
Lead major-incident response and executive communications
Strengthen monitoring, disaster recovery, and business continuity
Eliminate recurring issues through problem management and root-cause analysis
Develop the sourcing strategy for technology operations and support
Identify services to retain, automate, outsource, or co-source
Establish and govern strategic managed-service partnerships
Govern partner performance, service levels, costs, and improvement plans
Own the end-to-end employee support experience
Improve technology usability, reliability, and accessibility
Expand self-service, knowledge management, and intelligent automation
Own incident, problem, request, change, and knowledge management
Establish consistent global processes and controls
Maintain a common service-management platform and intake model
Establish an outcome-based technology operations scorecard
Track service performance, risks, costs, and employee satisfaction
Conduct regular service, resilience, and partner reviews
Use operating data to drive accountability and continuous improvement

Requirements

What you’ll need

10+ years’ experience in IT
5+ years as a manager
Global experience
Strategic vendor-management skills
A record of service improvement
Must be able to work in the United States
This position is not eligible for US visa sponsorship

Benefits

Comp & perks

Medical, Dental, Vision, Commuter Benefit, Pet Insurance and 401k participation from Day 1
12 paid holidays each year
Four weeks parental leave without using vacation time
Employee discounts on company products and other retail/service providers
Monday to Friday working hours - no weekends
Opportunity to progress within a global business
Performance-based bonus of up to 20% of the annual base salary
Annual equity grant consisting of time-based restricted stock units based on individual and Company performance
Life assistance program
Accidental death and dismemberment insurance
Disability insurance
Vacation