Director, IT Operations

The Director, IT Operations is responsible for the end-to-end management and performance of the organization's global IT operations function, including service management, enterprise applications, identity and access management, application support, and outsourced infrastructure services. The role ensures high-quality, secure, and cost-effective IT service delivery across multiple regions while driving operational excellence, vendor accountability, and technology optimization. A key focus is managing strategic vendor relationships, controlling infrastructure costs, improving service performance, and leveraging automation and AI solutions to enhance operational efficiency and business outcomes.

Key Responsibilities

Lead and oversee global IT operations, including IT service management, service desk, end-user support, enterprise applications, identity and access management, and production application support.

Own the operational management of outsourced infrastructure services, including vendor governance, service-level performance, escalations, and contract compliance.

Review, reconcile, and approve infrastructure invoices, ensuring alignment with contracted services and resolving billing discrepancies with vendors and internal stakeholders.

Maintain infrastructure asset inventories and service baselines to support cost control, operational transparency, and vendor management.

Develop, manage, and optimize IT service management processes, including request management, approvals, service catalogues, SLAs, and workflow automation.

Lead software licensing governance, audits, renewals, and optimization initiatives to improve compliance and reduce costs.

Drive the adoption of AI and automation tools to improve IT operations, reporting, service management, ticket triage, and process efficiency.

Serve as the senior escalation point for major incidents, coordinating cross-functional and vendor response efforts and providing executive-level communications.

Oversee identity and access management processes, including joiner, mover, and leaver activities, access controls, and privileged access governance.

Produce operational performance reports, monitor service metrics, manage risks, and support strategic decision-making.

Identify and implement cost reduction opportunities through vendor consolidation, contract optimization, licence rationalization, and sourcing strategies.

Lead, develop, and mentor IT operations teams, fostering accountability, knowledge sharing, and continuous improvement.

Skills, Knowledge and Expertise

8+ years of experience in IT operations, infrastructure management, or a related technology leadership role.

Demonstrated experience leading multi-region IT operations teams or managing large-scale outsourced infrastructure services.

Strong vendor and contract management expertise, including service-level agreements, cost controls, billing reconciliation, and contract governance.

Hands-on experience with IT service management platforms such as Jira Service Management or ServiceNow.

Advanced knowledge of Microsoft 365, Entra ID (Azure AD), Active Directory, Intune, and enterprise IT environments.

Experience in automation and scripting using tools such as PowerShell, Graph API, Jira Automation, or equivalent technologies.

Proven ability to leverage AI technologies, such as Copilot and other AI tools, to optimize operational processes and drive efficiency.

Strong incident, problem, and change management expertise in complex production environments.

Excellent analytical, financial, and commercial acumen, including budgeting, cost management, invoice validation, and vendor negotiations.

Strong stakeholder management and executive communication skills.

Experience managing identity and access management processes and information security controls.

Proven people leadership, coaching, and team development capabilities.

Strong problem-solving, decision-making, and continuous improvement mindset.

Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

In line with the amended Employment Standards Act 2000, the salary range for this role is:

$145K - $175K, dependent on assessment of skills during the interview process.