Director, Technology Operations

About Smile Partners USA Smile Partners USA SPUSA is a leading Dental Service Organization DSO dedicated to providing exceptional administrative support and resources to dental practices across the United States With a network of 120 offices we are committed to delivering high quality dental care while maintaining operational efficiency and financial sustainability Role Summary The Director of Technology Operations will turn IT operations into a scalable reliable foundation for growth ensuring systems are stable teams are effective and technology enables an exceptional patient experience across Smile Partners USA This is a senior leadership role that blends operational discipline people leadership and technical depth You will lead day to day IT operations develop managers and teams and build the structure processes and operating rhythm required to support rapid growth and ongoing M&A Key Responsibilities Own Day to Day IT Operations and Service Quality Ensure IT services are stable responsive and reliable by overseeing incident management escalation handling and service performance across the organization Lead Project and Infrastructure Modernization Drive disciplined delivery of infrastructure and systems initiatives by ensuring projects are properly scoped sequenced resourced and delivered on time and with qualityStabilize and Integrate Acquired Practices M&A Lead post acquisition IT stabilization efforts including infrastructure standardization access readiness security hygiene and transition to steady state operationsBuild Scalable Systems Processes and Standards Design document and continuously improve systems and operational processes that scale IT service delivery support company growth and ensure consistencySupport Cybersecurity Through Operational Execution Ensure consistent execution of security related operational responsibilities such as patch management vulnerability remediation access controls incident response participation and adherence to security standardsLead Enable and Hold the Team Accountable Set clear expectations assign ownership develop team capability and ensure work is executed effectively without becoming the bottleneckPosition Requirements Abilities & Skills IT Service Management ITSM Leadership Ability to design run and continuously improve service delivery using structured incident problem and change management practices Operational Ownership & Escalation Management Takes full accountability for service outcomes owns escalations end to end and resolves issues without deflecting or over escalating Infrastructure & Systems Operations Deep understanding of core infrastructure servers networks identity endpoints cloud services to ensure stability resilience and scalability Project & Execution Management Ability to scope sequence and deliver multiple infrastructure and systems initiatives simultaneously with discipline and predictability Operational Stabilization M&A Leads the operational IT work required to onboard integrate and stabilize acquired practices including infrastructure standardization access security hygiene and transition to steady state operations Problem Management & Root Cause Analysis Identifies systemic issues driving permanent fixes and eliminates repeat incidents rather than accepting workaroundsProcess Design & Documentation Designs practical repeatable operational processes that add clarity and control without unnecessary bureaucracy Team Leadership & Workload Orchestration Effectively assigns ownership sets expectations balances capacity and ensures the right work is being done by the right people Stakeholder Communication & Expectation Management Communicates clearly and proactively with executives peers and the business to create confidence and eliminate surprises Cybersecurity Operations Support Ensures strong day to day security hygiene through operational execution including patch management vulnerability remediation incident response participation access controls and adherence to security standardswhile partnering with security leadership rather than owning strategy Vendor & Partner Management Manages MSPs vendors and integrators with clear accountability performance expectations and service standardsModernization & Technical Debt Reduction Ability to assess aging systems prioritize modernization efforts and reduce operational drag over time Essential Qualifications Education Bachelors degree required Masters degree in IT technology business administration computer science or other quantitative field preferred Minimum Experience Minimum seven 7 years in IT operationsservice management preferably in the healthcare industry Minimum five 5 years as a manager of service desk analysts and infrastructure engineerssupport staff