Job Summary

The Principal Director, Service Operations, serves as a strategic and operational leader, responsible for driving productivity, enhancing user experiences, and delivering exceptional quality of IT & customer services across the organization. Acting as the primary representative of the Enterprise Information Services (EIS) division, this role oversees a diverse portfolio of enterprise IT operations, including end-user platforms (e.g., mobile, AV, and telephony), productivity tools (e.g., M365 and CRM), service desks (both classified and unclassified), and the vendor management office. This encompasses optimizing service provider relationships, managing hardware and software assets, and overseeing IT procurement services.

Reporting to the Deputy CIO/General Manager of the EIS Division, the Principal Director prioritizes customer service excellence and operational performance by leveraging robust IT service management (ITSM) practices and ...