Director, Technology Operations

About the role

Putting people first, every day BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth. Your Opportunity The Director, Technology Operations is a senior leadership role accountable for the performance, stability, and continuous improvement of enterprise technology operations across the firm. The role brings together traditional IT operations, end user support, and IT asset management under one leadership mandate, with accountability for operational execution, service quality, strategic planning, financial stewardship, and people leadership. Key responsibilities include: Operational Leadership Lead day-to-day enterprise technology operations with accountability for service stability, responsiveness, and operational performance. Oversee end user support, service desk, deskside support, field services, and operational service delivery processes. Establish clear operating rhythms, escalation paths, service expectations, and performance standards across operational teams. Ensure strong execution across incident, request, problem, change, and major incident management. End User Services and Digital Workplace Own the delivery of a reliable, responsive, and business-aligned end user support experience across the firm. Lead continuous improvement of workplace technology services, collaboration tools, device support, and user enablement. Use service metrics, user feedback, and operational insights to identify pain points and improve the employee technology experience. IT Asset Management and Lifecycle Governance Lead the firm's IT asset management function across hardware, software, licensing, inventory, refresh planning, deployment, recovery, and disposal. Ensure asset practices are governed, auditable, financially disciplined, and aligned with security, compliance, and lifecycle standards. Improve visibility into asset utilization, replacement planning, supportability, and total cost of ownership. Strategy, Budgeting, and Financial Stewardship Contribute to the technology operating model and develop operational strategies aligned to firm priorities. Lead annual planning, budget development, forecasting, and in-year financial management for assigned operational functions. Balance service quality, risk, capacity, and investment decisions while maintaining cost discipline. Governance, Risk, and Service Continuity Ensure operational practices comply with firm policies, security requirements, audit expectations, and regulatory obligations. Lead continuity planning for operational services, including recovery readiness, support resilience, and reduction of single points of failure. Identify and mitigate operational risks, including knowledge concentration, capacity constraints, and service degradation risks. Vendor and Partner Management Oversee third-party service providers, managed services, and key operational vendors. Monitor vendor performance against agreed outcomes and lead issue resolution where required. Partner effectively with internal technology leaders, Firm Wide Services, and service line stakeholders to align priorities and service outcomes. Leadership and Team Development Lead, coach, and develop a high-performing operations organization with a strong service mindset and clear accountability. Build management capability, succession depth, and role clarity across operational teams. Foster a culture of collaboration, responsiveness, continuous improvement, and disciplined execution. How do we define success for your role? You demonstrate BDO's core values through all aspects of your work: Integrity, Respect and Collaboration You understand your client's industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality work You identify, recommend, and are focused on effective service delivery to your clients You share in an inclusive and engaging work environment that develops, retains and attracts talent You actively participate in the adoption of digital tools and strategies to drive an innovative workplace You grow your expertise through learning and professional development Your experience and education Undergraduate degree in Information Technology, Computer Science, Business, or a related field. Equivalent experience may be considered. Significant progressive leadership experience in IT operations, end user services, service delivery, or a related enterprise technology environment. Demonstrated experience leading managers, operational teams, and third-party service providers in a complex organization. Strong experience in service management, operational governance, budgeting, forecasting, and vendor management. Experience