Location: Hybrid – Vienna, VA
Work arrangement: Hybrid
Work type: Full-time
Compensation: DOE
The Vice President will enable and align operational teams towards corporate priorities, IT transformation, AI initiatives and process automation that will drive superior results in moving operations towards the future. This position establishes governance, executive reporting, investment priorities, and cross-functional alignment to ensure service operations capabilities evolve with business needs, regulatory expectations, and emerging technology trends. The role serves as a senior executive advisor and decision-maker for operational performance, resiliency, service restoration, and large-scale technology operations.
Responsibilities
Set enterprise vision, strategy, and operating priorities for IT Service Operations to ensure resilient, secure, and reliable technology services
Provide executive leadership for mission-critical operations, including ATM Operations, Mainframe Operations, Network Operations, Major Incident Management, Production Control, Data Center Management, Availability Management, Process Automation, Incident Communication, Infrastructure Service, and Batch Optimization
Translate enterprise and Information Services strategic priorities into multi-year operational roadmaps, capability investments, governance practices, and measurable service outcomes
Own executive accountability for service availability, operational continuity, incident readiness, and timely restoration of critical services impacting members, employees, and business partners
Lead enterprise-wide major incident, crisis response, and service restoration strategy, ensuring decision rights, escalation pathways, communications, and post-incident improvements are clearly defined and consistently executed
Establish and govern executive availability, reliability, resiliency, and service performance reporting, including metrics used for senior leadership and board-level visibility
Drive cross-functional alignment with technology, risk, security, audit, business, vendor, and executive stakeholders to strengthen operational controls and enterprise service outcomes
Define governance, risk management, and compliance expectations for Service Operations, including internal and external audit readiness, control health, regulatory considerations, and policy adherence
Sponsor modernization, automation, and process optimization initiatives that improve resiliency, reduce operational risk, increase efficiency, and enable faster service recovery
Set strategic direction for data center infrastructure, mainframe operations, batch optimization, ATM operations, and related enterprise platforms to support current and future business needs
Evaluate operational trends, benchmarking, service performance, resiliency metrics, and emerging industry practices to inform executive decisions and continuous improvement priorities
Oversee vendor and third-party operational performance, ensuring changes, outages, service dependencies, and contractual expectations are managed with appropriate executive visibility and accountability
Build, lead, and develop a high-performing leadership team with clear accountability for operational excellence, talent development, succession planning, and enterprise collaboration
Make strategic recommendations on Service Operations technologies, investments, organizational design, workforce planning, security, risk, and efficiency opportunities
Ensure Service Operations policies, procedures, standards, and controls support enterprise objectives, member experience, operational resilience, and sound risk management
Perform other duties as assigned
Qualifications
Significant progressively responsible experience in managing IT Service Operations at an enterprise scale in a large IT organization with diverse technologies, preferably in a large financial services organization
Advanced knowledge of hardware (e.g., mainframe, networking, etc.) and infrastructure protocols used to provide services to customers
Significant experience in managing information systems environments including data center, applications, and infrastructure
Experience in distributed technology infrastructure, including servers, storage and databases
Experience in cloud technology infrastructure and concepts
Significant experience in managing critical IT incidents and outages
Demonstrated capability to lead enterprise IT Command Centers and incident/crisis management
Advanced knowledge of ATM management principles and practices
Significant experience in operations performance, reliability and availability metrics
Advanced knowledge of availability, capacity & continuity management principles and practices
Significant experience with mainframe batch processing
Significant experience in delivering presentations to virtual and in person teams
Significant experience in demonstrating thought-leadership, initiative-taking, decision-making and creativity solving business problems
Significant experience in working with all levels of staff, management, stakeholders, vendors
Advanced problem solving, collaboration, critical thinking, team building, and presentation skills
Advanced leadership skills, marked by poise, positive influence, and the ability to drive change
Advanced skill to execute in a fast paced, high demand, environment while balancing multiple priorities
Advanced skill to effectively manage a remote distributed workforce across multiple locations and time zones
Advanced skill developing and implementing programs in a leadership role, providing vision and strategic thinking around a full range of technical decisions and issues
Expert verbal, interpersonal and written communication skills
Bachelor's degree in Computer Science, Information Systems, or related field, or the equivalent combination of education, training and experience
Desired Qualifications
Master's degree in Computer Science, Information Technology, or related field
Compensation: DOE