Vice President, Service Operations

Overview

To define the long-term vision, enterprise strategy, and executive direction for IT Service Operations. Accountable for enterprise operational resilience, service availability, risk mitigation, and continuous improvement across mission-critical technology services that support Navy Federal members, employees, and business operations. 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. Establish governance, executive reporting, investment priorities, and cross-functional alignment to ensure service operations capabilities evolve with business needs, regulatory expectations, and emerging technology trends. Serve 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 across Navy Federal
• 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

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM (Hybrid)
  

Location:

• 820 Follin Lane, Vienna, VA 22180

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