Sr. Dir, Tech Service Mgmt

DIRECTV is seeking a visionary and experienced Sr. Director of Technology Service Management to lead and shape the strategic direction of our technology services function. This key leadership role will be responsible for setting multi-year strategies, managing a team of significant size through several department directors, and making final decisions on operational matters. The ideal candidate will have a proven track record of driving continuous improvement, optimizing processes, and implementing innovative technologies to enhance service delivery. This position plays a crucial role in aligning technology services with overall business objectives and ensuring operational excellence across the organization.

Here's what you’ll do:

• Develop and implement a multi-year strategic plan for the technology service management function, aligning with overall business goals and IT objectives.
• Lead and mentor a team of department directors, fostering a culture of innovation, collaboration, and continuous improvement.
• Make final decisions on operational matters related to technology service management, ensuring efficient and effective service delivery.
• Engage with executive-level stakeholders, both internal and external, to discuss and resolve complex technical and non-technical issues.
• Drive process optimization initiatives, recommending and implementing new technologies and methodologies to enhance service management capabilities.
• Oversee the development and maintenance of service level agreements (SLAs) and key performance indicators (KPIs) for technology services.
• Manage budgets and resources across multiple departments within the technology service management function.
• Lead change management initiatives to support the adoption of new technologies and processes across the organization.
• Collaborate with other senior leaders to ensure alignment between technology services and other business functions.
• Stay informed about industry trends, emerging technologies, and best practices in IT service management.
• Develop and maintain relationships with key vendors and technology partners.
• Ensure compliance with relevant regulations, standards, and company policies across all technology service management activities.
• Represent the technology service management function in executive meetings and board presentations.
• Lead crisis management efforts related to major technology service disruptions or incidents.
• Foster a customer-centric approach to service delivery, ensuring high levels of user satisfaction and support.

What you’ll need to be successful:

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred; Master's degree or MBA a plus.
• 7-10 years of experience in technology service management or IT operations, with at least 5 years in a senior leadership role.
• Proven track record of developing and implementing successful multi-year strategies for technology services.
• Strong understanding of ITIL framework and other IT service management best practices.
• Experience leading large teams through multiple layers of management.
• Excellent communication and presentation skills, with the ability to effectively engage with executive-level stakeholders.
• Demonstrated ability to drive process improvements and implement innovative technologies.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Experience in budget management and resource allocation for large-scale technology operations.
• Knowledge of cloud technologies, cybersecurity, and emerging trends in IT service delivery.
• Strong leadership skills with the ability to inspire and motivate teams across multiple departments.
• Experience in vendor management and negotiation of complex technology contracts.
• Familiarity with regulatory compliance requirements relevant to technology services (e.g., GDPR, HIPAA).
• Certifications such as ITIL Expert, CGEIT, or similar advanced IT management certifications are highly desirable.
• Ability to balance strategic thinking with hands-on operational leadership.
• May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer’s proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.

This Sr. Director of Technology Service Management position offers an exciting opportunity for a seasoned technology leader to shape the future of our IT service delivery. The ideal candidate will combine strategic vision with operational expertise to drive continuous improvement, foster innovation, and ensure the delivery of high-quality technology services across the organization. This role requires a dynamic individual who can navigate complex technological landscapes while consistently aligning service management initiatives with broader business objectives.

This position requires, but is not limited to, 10% travel.

This is a remote position that can be located anywhere in the United States. #LI-Remote

A career with us comes with big rewards:

DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location.

The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

DIRECTV WAGE ZONES $154,850 - $281,060

Low (N1): $154,850 - $232,180

Mid (N2): $163,000 - $244,400

High (N3): $179,300 - $268,840

Top (N4): $187,450 - $281,060

Click HERE to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.

Apply today!

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