Director, Business Operations and CIO Chief of Staff

Overview

The Director of Business Operations and CIO Chief of Staff serves as a strategic advisor and operational leader for the CIO organization. This role ensures alignment between IT strategy and business objectives, drives operational excellence, and fosters a high performing, engaged IT workforce. The position oversees critical functions such as IT vendor management, financial stewardship, communication strategy, IT program & portfolio management, and talent development, while acting as a trusted partner and a multiplier to the CIO in managing priorities and organizational effectiveness.

• Leadership & Influence:
  Ability to inspire, guide, and align teams toward shared goals.
• Operational Excellence:
  Expertise in process optimization and governance.
• People Development:
  Commitment to building talent and fostering growth.
• Strategic Thinking:
  Connects enterprise strategy to technology and operational levers.
• Execution Excellence:
  Builds processes and governance; drives accountability and outcomes.
• Financial Acumen:
  Budgeting, cost optimization, investment analysis, and value tracking.
• Change Leadership:
  Influences without authority; leads through transformation and ambiguity.
• Communication:
  Executive storytelling; crisp synthesis; board-ready materials.
• Decision Quality:
  Data-driven prioritization; structured problem-solving; risk-aware judgment.
• Relationship Building:
  Trusted advisor; collaborative; integrates diverse perspectives.

• Act as a trusted advisor to the CIO, managing priorities, follow-ups, and strategic initiatives.
• Serve as a liaison between the CIO and internal/external stakeholders to ensure seamless communication and execution.
• Act as an extension of the CIO in select forums and escalate decisions to unblock progress.
• Drive IT strategic planning cycles; translate CIO priorities into measurable KPIs/OKRs and operational plans.
• Manage CIO's operating rhythm (staff meetings, QBRs, performance reviews, governance forums).
• Prepare briefings, executive materials and narratives, and decision memos; ensure the CIO is equipped with data-driven insights.
• Operationalize the IT strategy, enable its successful implementation and adoption across the organization.

• Strategic Alignment - Ensure IT programs and projects align with organizational goals and priorities. Drive portfolio decisions based on business value and strategic impact.
• Governance & Oversight - Establish and enforce standards, frameworks, and processes for program delivery. Monitor compliance and provide executive-level reporting.
• Resource Optimization - Manage allocation of financial, human, and technical resources across initiatives. Optimize resource utilization to maximize ROI.
• Risk Management - Identify and assess risks across programs and portfolios. Develop mitigation strategies and contingency plans.
• Performance & Benefits Realization - Track KPIs, milestones, and deliverables to ensure successful outcomes. Measure and report on benefits realization to validate business value.

• Develop and manage IT budgets, forecasts, and financial reporting.
• Monitor IT spend, identify cost-saving opportunities, and ensure alignment with business priorities.
• Partner with Finance to manage forecasts and actuals to ensure quarterly annual financial targets are met.
• Prepare and present financial dashboards and reports for CIO and leadership.
• Act as a trusted advisor on financial strategy, trends, and equip the CIO with financial insights to make informed strategic decisions.

• Establish and maintain strategic relationships with IT vendors and service providers.
• Negotiate contracts, SLAs, and pricing to maximize value and minimize risk.
• Monitor vendor performance and compliance with contractual obligations.
• Manage delivery partner governance, including Quarterly Business Reviews (QBRs), performance surveys, and continuous process improvement initiatives to enhance service quality and alignment with business objectives.

• Implement and maintain SAM processes to ensure compliance with licensing agreements.
• Optimize software usage and reduce unnecessary costs through proactive license management.
• Conduct audits and manage renewals to mitigate compliance risks.
• Assist in vendor audit processes to ensure compliance and mitigate financial, operational, and contractual risks for IT and the organization.
• Implement and oversee IT software asset utilization across the entire portfolio, ensuring effective Software Asset Management (SAM) through the Service Now SAM Pro platform.

• Establish and monitor OKRs/KPIs for IT operations, ensuring efficiency and continuous improvement.
• Implement governance frameworks for IT processes, risk management, and compliance.
• Coordinate cross-functional initiatives to streamline workflows and enhance service delivery.