Job Listings

Job Type: Full time

Job Number: R1468

Location: Scottsdale, AZ

The Senior Director, Technology Operations & Service
Excellence leads the strategy and continuous improvement of enterprise technology support and infrastructure services, ensuring reliable and
scalable solutions that enable productivity across ASU Enterprise Partners and its affiliates. This role builds trusted relationships across
the organization, including with executive and senior leaders, by understanding challenges and delivering practical, high-impact solutions,
while leading a high-performing, service-oriented team grounded in exemplary customer service. The position is accountable for modernizing
service delivery and advancing platform reliability to support long-term technology enablement.

What you'll do

• Lead the ASUEP Service Center, delivering high-quality, high-response technology support for a global workforce of 400+ employees
  with a strong focus on customer experience, responsiveness, and resolution quality
• Lead a multi-functional technology operations
  organization spanning Platform Support, Cloud Operations, and Data Engineering
• Define and execute a unified service strategy that
  integrates platform support, infrastructure, and engineering into a cohesive, scalable operating model
• Establish and monitor service
  performance metrics, including SLA attainment, response and resolution times, customer satisfaction, and continuous service
  improvement
• Serve as the executive escalation point for critical incidents, ensuring rapid response, clear communication, and root
  cause resolution
• Oversee enterprise infrastructure, networking, and cloud environments, including Microsoft Fabric and Google Cloud
  Platform, ensuring reliability and scalability
• Work in close partnership with Director, Cybersecurity and Risk to ensure platforms
  and environments are secure and monitored
• Lead engineering and cloud operations teams responsible for system performance,
  availability, and modernization of core platforms
• Drive cloud optimization strategies, including cost management, performance
  tuning, and scalable architecture design
• Lead data engineering capabilities that support secure, governed, and scalable data
  ingestion into enterprise platforms
• Establish trust with executive and senior leaders by demonstrating a deep understanding of their
  challenges, adopting a customer-first mindset, and delivering practical, effective solutions that meet real business
  needs
• Demonstrate exceptional customer service and relationship-building capabilities, with the ability to connect across all levels
  of the organization, understand pain points, and drive solutions that improve outcomes and user experience
• Partner with Data
  Analytics & Insights leadership to ensure alignment between infrastructure, data pipelines, and analytics needs
• Advance service
  delivery through automation, self-service, and AI-enabled capabilities to improve efficiency and user experience
• Establish a roadmap
  for enterprise service management (ESM), including knowledge management, ticket management strategies, and workflow
  automation
• Develop workforce planning, capacity management, and skills-based team structures to support growing service
  demand
• Lead and mentor support analysts and technical leads, fostering a culture centered on customer excellence, accountability,
  and continuous improvement
• Partner with cross-functional leaders to align technology services with business priorities, operational
  needs, and growth strategies; serve as a leader of the Data, Technology, & Operations Leadership Team
• Act as a trusted advisor to
  senior leadership on service performance, infrastructure health, and investment priorities
• Manage budgets, vendor relationships, and
  external service providers, ensuring cost efficiency, service quality, and contract performance

What you'll need

• Strong leadership capability with experience building and scaling high-performing, customer-oriented teams
• Proven
  ability to build trusted relationships, including executive leaders, by deeply understanding their challenges, demonstrating credibility,
  and delivering practical, high-impact solutions that align to business needs
• Exceptional customer service and
  relationship-building capabilities, with the ability to connect across all levels of the organization, anticipate needs, and drive
  effective, user-centered solutions that improve outcomes and experience
• Experience leading mixed teams of managers, technical
  individual contributors, and student employees
• Deep expertise in service management frameworks (e.g., ITIL, enterprise
  service management practices)
• Experience designing and running high-volume, high-availability service desk
  operations
• Experience with infrastructure, networking, and cloud architecture concepts
• Working knowledge of
  modern data platforms and data engineering pipelines
• Ability to define and track service performance metrics, including SLAs,
  customer satisfaction, and operational efficiency
• Excellent communication skills with the ability to translate technical
  concepts into clear business outcomes
• Strong problem-solving and incident management capabilities, including root cause
  analysis and continuous improvement
• Experience implementing automation, self-service, and AI-enabled support capabilities to
  improve service delivery
• Strong financial acumen, including budget management, cost optimization, and vendor
  management
• Proven ability to lead, mentor, and develop high-performing teams by setting clear expectations, providing ongoing
  coaching, and fostering a culture of accountability, growth, and customer excellence

Relevant qualifications

• 10+ years of progressive leadership experience in technology operations, infrastructure, engineering, or enterprise support
  services
• 5+ years leading large-scale, customer-focused service organizations (e.g., service desk, shared services, or
  enterprise support functions), including supporting distributed or hybrid workforces
• Demonstrated experience managing complex
  infrastructure environments, including cloud platforms (e.g., Microsoft Fabric, Google Cloud, Azure, AWS)
• Experience leading
  multi-functional teams across service desk, infrastructure, and engineering domains
• Proven track record of driving
  operational transformation, service consolidation, or modernization initiatives
• Bachelor's degree in information technology,
  computer science, engineering, or related field
• OR any equivalent combination of experience and/or education from which
  comparable knowledge, skills, and abilities have been achieved

Preferred education and experience

• Master's degree in information systems, business administration, or related field
• Experience in higher education,
  nonprofit, or mission-driven organizations
• Experience implementing or supporting Microsoft Fabric or similar modern analytics
  platforms
• Experience operating in a multi-cloud environment (e.g., GCP, Azure, AWS)
• Experience leading global
  or distributed service operations

Preferred skills and abilities

• Familiarity with DevOps, SRE, or
  modern engineering practices
• Experience with platform engineering and infrastructure-as-code
  approaches
• Understanding of cybersecurity principles and their impact on infrastructure and service
  delivery
• Experience integrating service management with data, analytics, or AI capabilities

Benefits

• Hybrid work schedule. We work from home two days a week!
• Comprehensive benefits package,
  including medical, dental, and vision insurance
• 401(k) plan with matching employer contribution
• 22 days of
  vacation time
• 11 holidays, including your birthday
• Parental leave
• Significant tuition
  reductions
• Professional development is highly valued at ASU Enterprise Partners, where employees are encouraged to look
  across the organization and nurture new areas of interest
• $30 bi-weekly cell phone reimbursement

About
ASU Enterprise Partners

ASU Enterprise Partners is a nonprofit organization whose mission is to provide an ecosystem of services
to create solutions and generate resources to extend Arizona State University's reach and advance its charter. ASU Enterprise Partners
supports ASU and several affiliates, including the ASU Foundation for a New American University, ASU Outreach Hub, ASURE, NEWSWELL, Skysong
Innovations and University Realty.

ASU Enterprise Partners is home to several Centers of Excellence whose purpose is to provide
professional services to its affiliates. The Centers of Excellence include Finance, General Counsel, Investments, Public Relations and
Strategic Communications, Human Resources, Facilities and Operations, Data Analytics and Insights Planning, Budgeting and Strategy, and
Technology and Solutions.

At ASU Enterprise Partners

We serve

ASU and one another with integrity, trust
and compassion

We engage

step up, own it, collaborate

We innovate.

continuously, fearlessly, make
decisions and take risks

We care

that everyone feels respected and valued for who they are

ASU Enterprise
Partners is an Equal Opportunity Employer