Senior Director, Technology Operations & Service Excellence

The Senior Director, Technology Operations & Service Excellence leads the strategy and continuous improvement of enterprise technology support and infrastructure services, ensuring reliable and scalable solutions that enable productivity across ASU Enterprise Partners and its affiliates. This role builds trusted relationships across the organization, including with executive and senior leaders, by understanding challenges and delivering practical, high-impact solutions, while leading a high-performing, service-oriented team grounded in exemplary customer service. The position is accountable for modernizing service delivery and advancing platform reliability to support long-term technology enablement.What You'll DoLead the ASUEP Service Center, delivering high-quality, high-response technology support for a global workforce of 400+ employees with a strong focus on customer experience, responsiveness, and resolution qualityLead a multi-functional technology operations organization spanning Platform Support, Cloud Operations, and Data EngineeringDefine and execute a unified service strategy that integrates platform support, infrastructure, and engineering into a cohesive, scalable operating modelEstablish and monitor service performance metrics, including SLA attainment, response and resolution times, customer satisfaction, and continuous service improvementServe as the executive escalation point for critical incidents, ensuring rapid response, clear communication, and root cause resolutionOversee enterprise infrastructure, networking, and cloud environments, including Microsoft Fabric and Google Cloud Platform, ensuring reliability and scalabilityWork in close partnership with Director, Cybersecurity and Risk to ensure platforms and environments are secure and monitoredLead engineering and cloud operations teams responsible for system performance, availability, and modernization of core platformsDrive cloud optimization strategies, including cost management, performance tuning, and scalable architecture designLead data engineering capabilities that support secure, governed, and scalable data ingestion into enterprise platformsEstablish trust with executive and senior leaders by demonstrating a deep understanding of their challenges, adopting a customer-first mindset, and delivering practical, effective solutions that meet real business needsDemonstrate exceptional customer service and relationship-building capabilities, with the ability to connect across all levels of the organization, understand pain points, and drive solutions that improve outcomes and user experiencePartner with Data Analytics & Insights leadership to ensure alignment between infrastructure, data pipelines, and analytics needsAdvance service delivery through automation, self-service, and AI-enabled capabilities to improve efficiency and user experienceEstablish a roadmap for enterprise service management (ESM), including knowledge management, ticket management strategies, and workflow automationDevelop workforce planning, capacity management, and skills-based team structures to support growing service demandLead and mentor support analysts and technical leads, fostering a culture centered on customer excellence, accountability, and continuous improvementPartner with cross-functional leaders to align technology services with business priorities, operational needs, and growth strategies; serve as a leader of the Data, Technology, & Operations Leadership TeamAct as a trusted advisor to senior leadership on service performance, infrastructure health, and investment prioritiesManage budgets, vendor relationships, and external service providers, ensuring cost efficiency, service quality, and contract performanceWhat You'll NeedStrong leadership capability with experience building and scaling high-performing, customer-oriented teamsProven ability to build trusted relationships, including executive leaders, by deeply understanding their challenges, demonstrating credibility, and delivering practical, high-impact solutions that align to business needsExceptional customer service and relationship-building capabilities, with the ability to connect across all levels of the organization, anticipate needs, and drive effective, user-centered solutions that improve outcomes and experienceExperience leading mixed teams of managers, technical individual contributors, and student employeesDeep expertise in service management frameworks (e.g., ITIL, enterprise service management practices)Experience designing and running high-volume, high-availability service desk operationsExperience with infrastructure, networking, and cloud architecture conceptsWorking knowledge of modern data platforms and data engineering pipelinesAbility to define and track service performance metrics, including SLAs, customer satisfaction, and operational efficiencyExcellent communication skills with the ability to translate technical concepts into clear business outcomesStrong problem-solving and incident management capabilities, including root cause analysis and continuous improvementExperience implementing automation, self-service, and AI-enabled support capabilities to improve service deliveryStrong financial acumen, including budget management, cost optimization, and vendor managementProven ability to lead, mentor, and develop high-performing teams by setting clear expectations, providing ongoing coaching, and fostering a culture of accountability, growth, and customer excellenceRelevant Qualifications10+ years of progressive leadership experience in technology operations, infrastructure, engineering, or enterprise support services5+ years leading large-scale, customer-focused service organizations (e.g., service desk, shared services, or enterprise support functions), including supporting distributed or hybrid workforcesDemonstrated experience managing complex infrastructure environments, including cloud platforms (e.g., Microsoft Fabric, Google Cloud, Azure, AWS)Experience leading multi-functional teams across service desk, infrastructure, and engineering domainsProven track record of driving operational transformation, service consolidation, or modernization initiativesBachelor's degree in information technology, computer science, engineering, or related fieldOR any equivalent combination of experience and/or education from which comparable knowledge, skills, and abilities have been achievedPreferred Education And ExperienceMaster's degree in information systems, business administration, or related fieldExperience in higher education, nonprofit, or mission-driven organizationsExperience implementing or supporting Microsoft Fabric or similar modern analytics platformsExperience operating in a multi-cloud environment (e.g., GCP, Azure, AWS)Experience leading global or distributed service operationsPreferred Skills And AbilitiesFamiliarity with DevOps, SRE, or modern engineering practicesExperience with platform engineering and infrastructure-as-code approachesUnderstanding of cybersecurity principles and their impact on infrastructure and service deliveryExperience integrating service management with data, analytics, or AI capabilitiesBenefitsHybrid work schedule. We work from home two days a week!Comprehensive benefits package, including medical, dental, and vision insurance401(k) plan with matching employer contribution22 days of vacation time11 holidays, including your birthdayParental leaveSignificant tuition reductionsProfessional development is highly valued at ASU Enterprise Partners, where employees are encouraged to look across the organization and nurture new areas of interest$30 bi-weekly cell phone reimbursementAbout ASU Enterprise PartnersASU Enterprise Partners is a nonprofit organization whose mission is to provide an ecosystem of services to create solutions and generate resources to extend Arizona State University's reach and advance its charter. ASU Enterprise Partners supports ASU and several affiliates, including the ASU Foundation for a New American University, ASU Outreach Hub, ASURE, NEWSWELL, Skysong Innovations and University Realty.ASU Enterprise Partners is home to several Centers of Excellence whose purpose is to provide professional services to its affiliates. The Centers of Excellence include Finance, General Counsel, Investments, Public Relations and Strategic Communications, Human Resources, Facilities and Operations, Data Analytics and Insights Planning, Budgeting and Strategy, and Technology and Solutions.At ASU Enterprise PartnersWe serveASU and one another with integrity, trust and compassionWe engagestep up, own it, collaborateWe innovate.continuously, fearlessly, make decisions and take risksWe carethat everyone feels respected and valued for who they areASU Enterprise Partners is an Equal Opportunity Employer