Senior Director, Technology Operations & Service Excellence

The Senior Director of Technology Operations & Service Excellence is a senior leadership role accountable for designing, delivering, and continuously improving enterprise-wide support services across field operations and corporate environments. This role owns the end-to-end service experience for technology support, HR Operations services, and enterprise technology purchasing, ensuring reliability, scalability, and exceptional customer outcomes.

Operating at the intersection of Technology, HR, Finance, and Operations, this leader will transform fragmented support functions into a unified, data-driven service organization. The role is responsible not only for day-to-day operational performance, but also for defining the long-term service strategy, maturity roadmap, and operating model required to support a fast-growing business.

This position modernizes service delivery through responsible adoption of automation and AI, ensuring technology augments human capability while delivering measurable operational and financial outcomes.

Success requires balancing operational rigor, financial discipline, and human-centered service design while driving material improvements in service quality, efficiency, and scalability.

• Achieve and sustain CSAT ≥ 90% and/or top-quartile NPS across field and corporate support channels
• Meet or exceed SLA/OLA targets for incident and request resolution
• Reduce repeat incidents through structured problem management and root cause remediation
• Ensure consistent service quality through standardized workflows and escalation models
• Serve as executive owner for major incident response, post-incident reviews, and corrective action plans

• Consolidate Technology and HR L1/L2 support into a unified service operating model
• Reduce cost per ticket year-over-year while improving first-contact resolution
• Increase self-service and automation adoption (knowledge base, virtual agents, workflow automation)
• Standardize service processes, tooling, and metrics across teams and vendors
• Improve workforce management through demand forecasting, capacity planning, and skills-based routing

• Minimize operational downtime and service disruptions impacting frontline locations
• Improve time-to-resolution for high-impact, revenue-affecting issues
• Align service capacity and priorities with business growth and seasonal demand
• Increase employee productivity by simplifying support access and reducing friction
• Act as a trusted operational partner to Technology, HR, Finance, and Operations leadership
• Optimize enterprise technology purchasing through strategic sourcing and vendor consolidation
• Deliver measurable cost savings without degrading service quality
• Maintain budget predictability and financial governance
• Establish vendor performance scorecards tied to cost, quality, and service outcomes

• Provide executive leadership for a high-volume, mission-critical Service Desk supporting geographically distributed field locations and corporate teams
• Ensure 24x7 operational reliability, incident responsiveness, and service continuity
• Own incident, request, change, problem, and knowledge management processes
• Serve as executive escalation point for critical outages and service-impacting events

• Lead L1/L2 HR Operations support, including employee lifecycle inquiries, HR systems support, and case management
• Partner with HR leadership to ensure services are compliant, consistent, and employee-centric
• Define clear handoffs and escalation paths between HR, Technology, and other departments
• Consolidate multiple service desks and support functions into a unified enterprise service model
• Standardize workflows, tooling, metrics, and governance across support domains
• Drive adoption of Enterprise Service Management (ESM) practices
• Own the end-to-end service technology stack (ITSM/ESM platforms, self-service, automation, analytics, AI-enabled capabilities)
• Define and execute service tooling and AI enablement strategy
• Lead evaluation, implementation, and optimization of AI-driven capabilities to improve efficiency, experience, and scalability
• Establish governance to ensure secure, responsible AI adoption and measurable value realization
• Own enterprise technology purchasing strategy, including sourcing, vendor selection, and contract negotiation
• Establish hardware and software asset lifecycle management practices
• Ensure spend transparency, cost controls, and alignment with enterprise standards

• 10+ years leading large-scale service operations, shared services, or enterprise support organizations
• Experience supporting distributed, frontline-heavy environments (retail, QSR, hospitality, logistics, or similar)
• Proven success leading operational transformations and service consolidations
• Executive-level stakeholder management across Technology, HR, Finance, and Operations
• Budget ownership with demonstrated cost…