Director Technology Operations

The Role

• Operational Accountability: Hold ultimate accountability for the stability, reliability, and performance of the global technology operation, including incident management, service delivery, and infrastructure uptime.
• Operational Framework Development: Design, implement, and enforce a robust operational framework, including comprehensive Standard Operating Procedures (SOPs), for all technology operations functions (e.g., SecOps, Corporate Infrastructure, DevOps, and SaaS Operations).
• Strategic Planning & Execution: Instill a culture of disciplined planning and execution with a focus on measurable outcomes. Implement rigorous project management methodologies, including effort estimation, clear prioritization, and the distinct tracking of planned (project) versus unplanned (incident) work.
• Process Harmonization: Lead the harmonization of our global teams in Canada, Spain, and LATAM by standardizing procedures, documentation, and operational tooling. Create a consistent, scalable, and well-engineered service delivery model.
• Performance Management: Define, measure, and report on key operational metrics (KPIs), objectives (OKRs), and service level objectives (SLOs) to provide clear visibility into the health and performance of technology operations and to drive data-informed decision-making.
• Team Leadership & Mentorship: Manage and mentor a distributed, global team, fostering self-sufficiency and accountability through clear processes and documentation rather than constant direct oversight.
• People Management: Lead all aspects of team management for a global, distributed team, including hiring, onboarding, formal performance management, and defining career development pathways to nurture and retain talent.
• Stakeholder Communication: Communicate effectively with C-level stakeholders, providing clear, concise updates on operational performance, strategic initiatives, risk management, and project status.
• Vendor & Security Management: Manage relationships with technology vendors and service providers to ensure effective service delivery. Ensure all operations adhere to strict security measures and are compliant with relevant regulations and industry standards.
• Documentation Excellence: Champion and enforce high standards for technical writing and documentation across the team, ensuring processes and infrastructure are clearly documented to support global scalability.  

Your Formal Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
• Proven experience (8+ years) in a leadership role overseeing technology operations, with a strong emphasis on infrastructure, IT service management, and process engineering.
• Full proficiency in both English and Spanish is mandatory.

Your Proven Qualities

• Demonstrated expertise in building and managing mature, process-driven technology operations teams.
• Exceptional discipline in planning, execution, and results-oriented management.
• Mastery of creating, documenting, and implementing Standard Operating Procedures (SOPs) in a technology environment.
• Proven ability to manage, mentor, and empower global, remote teams, fostering a culture of accountability.
• Deep understanding of how to define, track, and leverage operational KPIs, OKRs, and SLOs to improve performance.
• Excellent technical writing skills and a commitment to thorough documentation.
• Superb communication and stakeholder management skills, with experience presenting to senior leadership.
• A pragmatic approach to technology, focused on realistic assessments and foundational stability.
• Experience working in an agile environment

Extras You Might Offer As Tiebreakers

• Relevant certifications such as ITIL, PMP, or COBIT.
• Deep experience in the financial services or wealth management technology sector.