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Director of Technology & Service Operations
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Job Summary:
The Director of Technology & Service Operations is responsible for managing technology
operations and service delivery across the organization, ensuring reliability, efficiency, and
continuous improvement of IT services. This role also encompasses organization-wide
service management, including oversight of the enterprise service desk operations and
success, to deliver exceptional support experiences for all employees.
Key Responsibilities
- Oversee daily IT operations, including infrastructure, applications, and end-user
support.
- Manage organization-wide service desk operations, ensuring high-quality support and
customer satisfaction.
- Provide direct executive support for technology needs, ensuring prompt and high quality service for senior leadership and executive staff.
- Lead IT service management processes (incident, problem, change management) and
extend best practices across the enterprise.
- Drive operational excellence through process improvements, automation, proactive
monitoring, and capacity planning.
- Collaborate with the Director of Technology Strategy & Innovation to operationalize
strategic initiatives and assume steady-state ownership.
- Develop and track service-level agreements (SLAs) and key performance indicators
(KPIs) for technology and service desk operations; publish metrics and insights
regularly.
- Ensure compliance with security, privacy, and regulatory requirements; partner closely
with security leadership.
- Maintain documentation, knowledge bases, and training resources for technology
operations and service management.
- Stay current with emerging technologies and trends in IT service management, cloud
platforms, and automation.
- Manage a team of 6-8 individuals, including staff, contractors, and vendors, to
operational and service excellence
- Perform additional duties as assigned.
Required Knowledge/Skills/Abilities:
- Extensive experience in IT operations and enterprise service management.
- Strong knowledge of ITIL or similar frameworks and service desk best practices.
- Familiarity with cloud platforms (e.g., Microsoft 365, Azure), automation tools, and IT
governance.
- Experience supporting or collaborating on data analytics, AI, and security initiatives.
- Strong organizational, project management, and process improvement skills.
- Excellent communication, leadership, and interpersonal abilities.
- Ability to work independently and collaboratively across departments.
- Strategic thinking and a commitment to continuous improvement.
- Willingness to work on a flexible schedule, including occasional nights and weekends.
Education and Experience Requirements:
- Bachelor’s degree preferred in Information Technology, Business Intelligence, or a
related field.
- Minimum 5 to 7 years’ experience in technology operations, IT service management, or
related areas.
- Relevant certifications in IT service management (e.g., ITIL), cloud platforms, or project
management are a plus.
Physical Requirements:
- Prolonged sitting and working at a desk with repetitive motion working on a computer.
- May involve some standing, bending, and walking.
Travel Required:
Reliable transportation and ability to travel independently throughout the Archdiocese of
Detroit and the United States.
Additional Requirements:
- Must agree, upon acceptance of an offer of employment with the Archdiocese of Detroit,
not to engage in, nor endorse, any actions or beliefs contrary to the teaching and
standards of the Roman Catholic faith and morality.
- Must demonstrate understanding, respect, and support for Catholic Church teaching,
mission, and values.
- Must maintain strict confidentiality regarding any archdiocesan information gained
within the Archdiocese of Detroit.
- Knowledge of the Roman Catholic faith, its institutions, policies, and practices is a plus.
- Must have a valid driver’s license and a safe driving record.
- After hours support when required.
Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities,
duties, or responsibilities that are required of the employee for this job. Duties,
responsibilities, and activities may change at any time with or without notice
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