VP, Information Technology

Key Responsibilities

Strategic Leadership

• Define the vision and roadmap for Information Technology aligned to One Call’s corporate strategy and digital transformation goals.
• Serve as the senior technology operations leader, building the foundation for scale, efficiency, and innovation across IT, Infrastructure, and Platform functions.
• Act as a key partner to the CTO and COO in strategic planning, operating rhythm design, and executive decision-making.

IT Operations, Service Delivery, Incident & Change Management

• Oversee day-to-day IT operations including Helpdesk, Production Support, and End-User Computing, ensuring high availability, performance, and user satisfaction.
• Champion the evolution of incident and change management by implementing advanced ITSM frameworks, driving automation, and embedding continuous improvement practices across service delivery.
• Establish a proactive, metrics-driven approach to incident and change management that enhances system resilience, reduces downtime, and aligns technology operations with business agility goals.
• Drive measurable improvements in CSAT, MTTR, uptime, and service responsiveness.

Infrastructure & Platform Engineering

• Lead infrastructure strategy (cloud, network, data center, telephony, collaboration tools) to ensure secure, scalable, and cost-effective operations.
• Partner with Platform and DevOps teams to mature CI/CD practices, application monitoring, automation, and resilience.
• Manage vendor relationships, contracts, and cost optimization for infrastructure, telephony, and enterprise systems.

Contact Center Technology & Tooling

• Own strategy, delivery, and continuous improvement of One Call’s contact center technology ecosystem, including Genesys Cloud, Kore AI, and related telephony platforms.
• Partner with Operations, Product, and Engineering leaders to optimize call routing, self-service, automation, and agent experience.
• Drive innovation in customer engagement through conversational AI, workforce optimization, and data-driven analytics.
• Ensure scalability, security, and compliance of the contact center technology stack while reducing cost-to-serve and improving CSAT.
• Establish KPIs for AHT, call deflection, customer satisfaction, and agent productivity to measure and communicate impact.

People & Organization

• Assess and restructure IT/Operations organization to ensure right skills, capacity, and leadership at every level.
• Recruit, coach, and mentor a high-performing leadership bench.
• Build a culture of accountability, transparency, and continuous improvement.

Cybersecurity & Risk Management

• Partner with Security leadership to strengthen infrastructure security, identity and access management, and compliance practices.
• Ensure IT controls and processes align with regulatory, audit, and risk management requirements.

M&A & Corporate Initiatives

• Provide IT leadership in support of M&A activities, including infrastructure due diligence, integration planning, and execution.
• Collaborate with Corporate Development, HR, Finance, and executive peers to align IT integration with company-wide initiatives.

Financial & Vendor Management

• Own IT budget, forecasting, and cost optimization efforts.
• Negotiate and manage key vendor relationships for hardware, software, cloud, and telephony solutions.
• Deliver transparency into IT spend and ROI on technology investments.

Qualification & Requirements

Educational and Experience Requirements

• 12+ years of progressive experience in IT leadership roles spanning Infrastructure, Operations, and Enterprise Technology.
• Proven track record of leading IT transformations in private equity, startup, or high-growth environments.
• Deep expertise in ITSM, Infrastructure (cloud/on-prem hybrid), Platform/DevOps, QA, and Release Management.
• Strong understanding of Telephony (Genesys Cloud, AI/automation platforms like Kore AI) and enterprise collaboration systems.
• Demonstrated ability to lead organizations of 100+ people, including leadership succession, coaching, and restructuring.
• Financial and vendor management expertise, including budget ownership >$25M and major vendor negotiations.
• Outstanding communication, executive presence, and stakeholder engagement skills.
• Experience working with Boards, private equity sponsors, or C-suite leadership on technology strategy and due diligence is highly desirable.

Essential Knowledge, Skills, & Abilities

• Excellent understanding of project management principles.
• Demonstrated ability to apply IT in solving business problems.
• In-depth knowledge of applicable laws and regulations as they relate to IT.
• Excellent written and oral communication skills.
• Excellent interpersonal skills and the ability to build and sustain effective business relationships.
• Strong negotiating skills.
• Ability to work in an environment that aligns with the company’s diversity, equity, inclusion and belonging standards.
• Ability to work both independently and in a team environment.
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply.

Physical/Metal Demands and Work Environment

• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that require speed or productivity.
• The colleague must be able to manage moderate to significant mental stress because of, but not limited to, a dynamic and heavy workload.

Benefits

No information available.