Job Description

Director, Corporate IT Operations - Mindbody

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Job family summary
IT Operations are select processes and services administered by Mindbody’s Corporate IT (CIT) department. This includes support for hardware and software, and for our internal team.
Job summary
Director, Corporate IT (CIT) Operations will lead large scale IT Operations programs and oversee a team of Service Managers as direct reports. The Director must have a deep operational background and experience with Service Management, Business Systems support and Infrastructure and classic CIT support. The Director is responsible for ensuring an exceptional customer experience, establishing service level agreements that align with business and product development strategies, developing staff, streamlining processes, maintaining efficient and high-quality operations, managing a specific budget and select vendors and contracts.
Minimum qualifications and requirements

• BS or MS in Computer Science or related technical area or comparable combination of experience and applicable education.
• 10+ years' experience in Service or Operational leadership roles supporting highly complex systems and key customers in a mission critical infrastructure environment.
• Experience with supporting select SaaS vendor implementations like Sales Fore (SFDC) and MuleSoft.
• The ability to cross-functionally lead and manage the response to high priority, high visibility service impacting issues.
• Accomplished cross-functional Incident Management Leadership Experience.
• Outstanding Communication skills at the Executive Level: Both Written and Verbal Communications.
• Strong Partnership and Collaboration Skills across different company departments.
• Ability to drive work independently, identifying solutions, moving them to implementation, and developing long-range strategies.
• Demonstrated capability of Project Management and plan-driven solutions including:
  • Service Level Management
  • Schedule Management
  • IT Operations Management
  • Incident, Problem & Risk Management
  • Vendor, Contract, & Resources Management
  • Execution Governance, Monitoring, and Control
• Strong business acumen and familiarity with broad range of business processes.

Principal duties and responsibilities

• Defines effective program management processes, structure, roles, and responsibilities to successful execution and delivery of business objectives.
• Maintain and evolve a change management strategy that serves multiple business units, project teams and matrixed service owners.
• Design and lead the strategy by which we make complex change easy for our customers.
• Charters large scale IT investments by facilitating the definition of program objectives, success criteria, scope, governance, multi-year schedule, and budget.
• Build executive presentations and status reports.
• Develop release readiness strategy and capability, as well as success metrics.
• Serve as a Trusted Advisor, drive conversations with our Enterprise Architects and Business Stakeholders for optimal operations of enterprise functions such as Security, Performance, Development Process, and Application Governance.
• Sets strategic direction for IT Operations Products and Services and identifies and accomplishes key initiatives specific to end user computing to achieve that vision.
• Manages multiple technical teams providing technology and methodology leadership ensuring the delivery of elegant and innovative IT solutions to high impact business opportunities.
• Implements and coach’s others in industry leading practices in program scope, schedule, and operational management.
• Effectively removes blockers and mitigates project risks maximizing team productivity and ensuring delivery.
• Identification and pro-active management of operational risk areas and commitment to seeing an issue through to complete resolution.
• Troubleshoot key customer implementation issues and demonstrate ability to drive to successful resolution. Lead the evaluation of business and technical requirements from a senior level.
• Oversee the deployment, monitoring, maintenance, development, documentation and support of high quality, reliable IT systems, networks and end-user support services.
• Oversee incident, problem, availability, and change & configuration management.
• Lead and coach the CIT Operations personnel and help establish a path of career growth.
• Work in conjunction with IT Enterprise Architecture, IT Partner leaders to formulate and deploy business solutions.
• Contribute to IT-wide project prioritization and resourcing efforts.
• Create and drive an ongoing environment and culture of exceptional customer experience.
• Define and communicate project milestones and service level agreements.
• Develop key performance indicators and perform continuous process improvement.
• Develop and review budgets and ensure they comply with stated objectives.
• Maintain exceptional communications with the organization’s leadership, customers and staff.
• Networks and partners with IT leaders and the business to deliver required IT functionality and meet business needs.
• All other duties as assigned.

Work environment and physical demands

• Dexterity of hands and fingers to operate a computer keyboard.
• This position is mostly stationary and will be required to remain stationary for extended periods of time.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderately quiet.

Scope of supervision/authority
Duties are performed under limited supervision. Decision making authority is broad within the scope of assignments. This position requires self-direction and continuous evaluation of priorities to ensure completion by deadlines. All decisions and consulting will reflect adherence with internal policies and state and federal law. This position plays a key role in recruiting, supervising, evaluating, mentoring and if necessary, dismissing team members. Although this role can operate successfully with little direct supervision, all operational changes particularly those relating to job function changes, raises, service level goals, and anything budget related must be agreed upon by the department Executive.

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