Candidates with global IT leadership experience and a focus on service management will find this strategic role in Charlotte, NC, emphasizing end-to-end accountability and resilience.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from ADI Global Distribution
The Senior Director of Technology Operations is accountable for the reliable, resilient, and cost-effective delivery of ADI’s global services and support. The role combines service management, employee support, operational resilience, and strategic partner management under one leader. This creates end-to-end accountability for service quality, employee experience, incident response, and continuous improvement.
The Senior Director will establish a globally consistent operating model, strengthen service-management disciplines, improve performance transparency, and develop managed-service partnerships that reduce cost while improving service.
Strategic Mandate
Improve employee technology experienceStrengthen operational resilienceStandardize global service deliveryMature ITSM processesExpand automation and self-serviceOptimize strategic service partnersJOB DUTIES:
Technology Operations Leadership
Establish clear service ownership and accountability.Develop the operating strategy, roadmap, and performance model.Build organizational capability, leadership depth, and succession plans.Service Delivery Excellence
Establish service levels, operating standards, and escalation processes.Lead service desk and regional support operations.Drive continual service improvement.Reliability and Resilience
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.Strategic Sourcing and Partners
Develop the sourcing strategy for technology operations and support.Identify services to retain, automate, outsource, or co-source.Establish strategic managed-service partnerships.Govern partner performance, service levels, costs, and improvement plans.Hold partners accountable for measurable business and service outcomes.Employee Technology Experience
Own the end-to-end employee support experience.Improve technology usability, reliability, and accessibility.Expand self-service, knowledge management, and intelligent automation.Use employee feedback and service data to prioritize improvements.ITSM Process Governance
Own incident, problem, request, change, and knowledge management.Establish consistent global processes and controls.Maintain a common service-management platform and intake model.Ensure operational readiness for new and changed technology services.Performance and Improvement
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.Measures of Success
Critical-service availabilityMajor-incident reductionMean time to restoreRepeat-incident reductionService-level attainmentEmployee satisfactionSelf-service adoptionManaged-service performanceCost savings and value realizationYOU MUST HAVE:
10+ years’ experience in IT5+ years as a managerGlobal experienceStrategic vendor-management skillsA record of service improvementWHAT'S IN IT FOR YOU:
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
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ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com.
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Source: ADI Global Distribution careers