Vice President, IT Operations and Service Delivery
Remote · Raleigh, North Carolina, United States
Job Summary
The Vice President of IT Operations, Delivery, and End User Services leads enterprise IT operations, ITSM/service delivery, and end-user services to ensure stable, efficient, and high-quality IT support across the organization. Responsibilities include establishing KPIs, SLAs, and OLAs; owning ITIL-based ITSM processes (incident, problem, change, release, configuration management); directing a global service desk with multi-channel support and automation (including AI-driven support and self-service); implementing escalation governance; driving continuous service improvement; aligning IT services with business strategy; managing vendor relationships and budget; ensuring security/compliance collaboration; and developing high-performing teams with a focus on customer and employee experience. The role requires senior-level leadership, strong analytical and communication skills, and a track record of delivering reliable IT service at scale in a healthcare imaging environment.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred)
- 10+ years of progressive IT leadership experience
- Proven success managing enterprise IT service organizations at scale
- Strong knowledge of ITSM frameworks (ITIL) and service delivery models
- Deep experience with service desk platforms, incident management systems, and digital workplace tools
- Familiarity with automation, analytics, self-service platforms, and AIOps capabilities
- Strong executive presence and stakeholder engagement skills
- Ability to lead high-pressure incident situations with clarity and authority
- Experience leading large, distributed teams and managing organizational change
- Financial acumen with budget ownership experience
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