AVP Operations Technology-ST

The Assistant Vice President (AVP), Operations Technology must have a proven track record working in an IT service organization, be results-oriented, and able to lead all aspects of IT operations technology. They have deep knowledge and experience leading a private cloud-based infrastructure in a high-growth company. They excel at building high performing teams and relationships at all levels, both inside and outside of their organization.

Serving as the most senior technology leader in the IT operations organization, they are a key member of the COO leadership team. They are also responsible for the technical vision of the IT operations organization and have accountability for the success of the projects that their organization is participating in. The AVP works with their leadership team to establish departmental goals, review, and approve capital planning, budgeting, and vendor selection and management.

They also oversee and approve planned or unplanned maintenance, troubleshooting or root‑cause analysis, and problem resolution; seeking to minimize downtime and service disruptions.

• Oversee end to end client service delivery for multiple managed services accounts, driving SLA/OLA performance and consistently high customer satisfaction.
• Monitor and continually improve service levels and incident response processes to ensure they reflect the criticality of our clients, their members, and the systems we support.

• Direct the Operations, Service Desk, and Platform Support teams, ensuring capacity, coordination, and execution align with client expectations and the operational goals of STS.
• Foster a strong technical culture that values transparency, experimentation, and innovation, with a clear focus on serving the customer.
• Provide strategic leadership in developing organizational talent by actively mentoring, coaching, and guiding IT leaders within their area of responsibility. Ensure leadership effectiveness through regular feedback, performance coaching, and ongoing professional development. Promote a culture of accountability, collaboration, and continuous improvement, equipping leaders with the competencies, tools, and support necessary to successfully manage teams, deliver high quality services, and execute departmental and organizational objectives.

• Oversee, manage, and publish performance metrics and operational dashboards across all key aspects of service and system delivery to drive transparency, accountability, and service excellence.
• Establish, define and track metrics and monitor progress to ensure that objectives are achieved.

• Champion flawless execution of cloud infrastructure maintenance and support across our multitenant platforms, setting a clear vision, enforcing standards, and holding teams accountable for security, reliability, and client outcomes.
• Provide strategic oversight to identify, manage, and mitigate infrastructure risks across a diverse multi-client environment, anticipating future platform needs and guiding the evolution of shared and client specific infrastructure to ensure security, resilience, and long-term scalability.

• Forecast & maintain budget targets (cloud, people, licenses, etc.) and productivity of technical resources.
• Provide strategic financial oversight by effectively budgeting and managing P&Ls across a multi-client MSP environment, while leading vendor strategy, contract governance, and monthly invoice approvals to ensure cost optimization, service quality, and profitable growth.

• Partner closely with IT leadership to evolve operational services, optimize resource allocation and management, and balance tactical priorities with long-term strategic direction.
• Establish departmental policies, practices, and procedures that have a significant impact on the organization.

• Bachelor's degree in Computer Science, Information Technology or Information Systems (preferred).
• Equivalent combination of education and experience required.
• 7+ years progressive experience leading a technical IT function (required).
• 10+ years experience in an IT role within Operational Technology managing networking, telecom, server administration, security, user, and application support, and both virtual and cloud infrastructure (required).
• 2+ years experience working in the Credit Union industry (preferred).
• Demonstrated expertise and experience with implementing security compliance standards for IT systems such as PCI and SOC2 (required).
• Ability to foster an environment that promotes the exchange of information and successful accomplishment of shared goals with business stakeholders, IT service peers, business leaders, executives and vendor partners (required).
• Demonstrated expertise promoting opportunities for applying technology to solve business…