It Operations Director

Description:

We are seeking an IT Operations Director to lead and evolve Consumer Cellular's IT operations. This role is responsible for delivering reliable, secure, and cost-effective IT services while driving operational maturity, automation, AI adoption, and continuous improvement across the organization. The IT Operations Director oversees core service functions: including Helpdesk, Technical Operations Center (TOC), IT Asset Management (ITAM), and Disaster Recovery & Resilience and ensures alignment with business priorities through measurable service performance, strong governance, and proactive operations management. This role serves as the operational leader responsible for real-time service performance, incident command, and cross-functional execution.

You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite.

What You Will Do

 Leadership & Strategy

Lead and develop IT Operations teams, fostering accountability, ownership, and a high-performance culture 
Define and execute IT operations strategy aligned to business outcomes (reliability, cost, scalability, speed) 
Establish KPIs (availability, MTTx, SLA adherence, cost efficiency) and drive continuous improvement 
Partner with executive leadership to align IT services with organizational priorities 
Drive accountability across engineering, product, and business stakeholders for operational outcomes and risk management 
Lead enterprise adoption of AI-driven operations, establishing strategy, governance, and measurable outcomes across IT services 

 Service Delivery & Operations Excellence

Own end-to-end IT service delivery, ensuring high availability, performance, and user experience 
Oversee Helpdesk, TOC, incident management, and service request operations 
Define operational standards, runbooks, and workflows to ensure consistency and scalability 
Oversee IT operations tooling ecosystem (ServiceDesk, incident platforms, monitoring, dashboards) 

 Incident, Problem & Reliability Management

Serve as operational leader during major incidents, coordinating cross-functional teams and driving resolution 
Establish and enforce incident response standards, including severity, escalation, and communication 
Drive root cause analysis (RCA) and problem management to eliminate recurring issues 
Ensure incident follow-ups, remediation tracking, and accountability across teams 

 Monitoring, Observability & Release Operations

Define and implement monitoring, alerting, and observability strategies that provide actionable insights 
Establish clear signal-to-action processes for detecting and responding to operational issues 
Lead operational readiness for releases including monitoring plans, alert thresholds, and post-release validation 
Drive continuous improvement of operational visibility across systems and services 

 Infrastructure & Platform Operations

Partner with Infrastructure and Engineering teams to ensure systems meet performance and availability targets 
Ensure operational readiness for infrastructure, cloud platforms, and enterprise systems 
Oversee capacity planning, patching, upgrades, and lifecycle management 
Reduce single points of failure and improve platform resilience 

 Security, Risk & Compliance

Ensure operational processes align with security standards and internal policies 
Partner with InfoSec on monitoring, detection, and incident response capabilities 
Ensure compliance with regulatory and data protection requirements 

 Vendor & Stakeholder Management

Manage vendors and service providers, ensuring performance against SLAs and cost targets 
Collaborate cross-functionally to align IT services with business priorities 
Act as escalation point for operational issues impacting the business 

 Financial, Asset & Organizational Management

Manage operational budgets with focus on cost optimization and value delivery 
Oversee IT Asset Management (ITAM) and lifecycle governance 
Define and evolve organizational structure, staffing models, and role responsibilities 
Support FinOps practices for cloud and tooling cost optimization 

 Process Governance, Change & Automation

Own and enforce ITIL-based processes (incident, problem, change, request) 
Lead Change Advisory Board (CAB) governance and continuous process improvement 
Ensure changes follow defined standards, approvals, and communication expectations 
Drive automation and AI use cases to improve operational efficiency and scale 

Requirements

 Education

Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred) 
Relevant certifications (ITIL, PMP, or equivalent) preferred 

Experience

8+ years in IT Operations or Service Management, including 5+ years in leadership roles 
Experience leading multi-functional operations teams (Helpdesk, TOC, ITAM, DR) 
Strong experience in incident management, change governance, and service delivery 
Experience operating in high-availability, customer-impacting environments