Senior Assistant Vice President (SAVP) – Global Technology Operations

The Senior Assistant Vice President (SAVP) of Global Technology Operations is responsible for leading and optimizing large-scale, multi-site technology operations supporting global contact center and business operations environments. This executive leadership role provides strategic and operational oversight across infrastructure, networking, voice platforms, service desk operations, systems administration, IT service management, information security compliance, and business continuity.

The SAVP will serve as the senior technology operations leader responsible for ensuring high availability, service excellence, client satisfaction, operational efficiency, and continuous innovation. The role requires a strong blend of executive leadership, deep technical expertise, AI-driven transformation capability, and customer-facing stakeholder management.

This position operates within a 24x7 global environment and serves as a key escalation point for critical technology incidents, client escalations, and enterprise service delivery initiatives.

Key Responsibilities

Technology Operations Leadership

• Lead end-to-end technology operations across global multi-site environments supporting 1,000+ contact center seats and enterprise operations.
• Oversee Network Operations, Infrastructure Services, Voice and Unified Communications, End User Computing, Service Desk, Monitoring, and Incident Management functions.
• Ensure operational excellence through proactive management of availability, capacity, performance, resilience, and service continuity.
• Develop and execute technology operations strategies aligned with business objectives and client requirements.
• Establish governance models, operational standards, and performance metrics across all technology support functions.

Technical Leadership & Architecture Oversight

• Maintain hands-on technical credibility and provide guidance on complex infrastructure, networking, voice, cloud, and security-related decisions.
• Review and validate architecture designs, technical change requests, operational procedures, and disaster recovery plans.
• Partner with engineering teams to ensure operational readiness and scalability of technology platforms.
• Drive technical modernization initiatives that improve reliability, security, and efficiency.

AI & Intelligent Automation

• Lead the adoption of Artificial Intelligence, AIOps, automation, and intelligent workflow solutions across technology operations.
• Identify opportunities to improve service delivery through predictive analytics, automation, machine learning, and self-service technologies.
• Sponsor and co-design AI-enabled operational solutions such as:
• AI-assisted ticket triage
• Predictive monitoring and alerting
• Service desk deflection programs
• Intelligent knowledge management
• Robotic Process Automation (RPA)
• Measure and report business outcomes resulting from AI and automation implementations.

Experience

• 15+ years of progressive experience in Technology Operations, Infrastructure Services, IT Service Management, or Contact Center Technology.
• Minimum 7+ years in senior leadership roles (AVP, SAVP, Director, Senior Director, or equivalent).
• Proven experience managing large-scale technology operations supporting 1,000+ seat multi-site environments.
• Demonstrated ownership of end-to-end technology operations, including network, systems, voice, infrastructure, and service desk functions.
• Experience leading global, geographically distributed teams.