Director of IT Operations

Apple Leisure Group - Milwaukee, WI3.5

Full-timeEstimated: $130,000 - $190,000 a year
Inspire and deliver exceptional value to travelers around the globe as part of the Apple Leisure Group (ALG) team! Our vision is to be the best-in-class and largest all-inclusive resort management and travel services provider, differentiated by the collaboration of our unique resort and distribution brands.

Grow your career as a Director of IT Operations on the Trisept Solutions team. In this role, you will lead a team of IT professionals to continually improve IT operational service levels and prevent and respond to events that disrupt business and technical operations across the enterprise. You will be responsible for ensuring an exceptional customer experience, establishing and meeting service levels that align with business and IT strategies, developing staff, streamlining processes, maintaining efficient and high quality operations, managing budgets and managing vendors and contracts as needed. You will be responsible for the delivery of Service Management processes throughout the IT organization

A successful Director of IT Operations will:
Provide leadership through strategic direction and active engagement to align IT Operations functions and priorities with ALG business requirements.
Manage the development and maintenance of support processes, strategies, and tactical plans.
Provide guidance to IT Operations managers to ensure alignment and enforcement of functional objectives.
Foster a Customer Service culture through active engagement, leadership, and a strong sense of accountability within the IT Operations organization and the Trisept technology organization as a whole.
Create and maintain an active partnership with other technology and ALG business leaders through collaboration and frequent communication.
Drive an effective Customer and Product Support strategy and optimaly leverage service management process and tools including Cherwell, Transaction Tracker, Cisco/inContact - Contact Center, Email/Chat, Self Service mechanisms, proactive reporting processes, and Service Engager.
Partner with IT Engineering leaders to ensure consistent delivery and support of end user technology solutions including desktops, laptops, desk phones, cell phones, tablets, A/V equipment, and peripherals.
Ensure availability, quality, and consistency of IT Operations support services, serving as the primary point of contact for all IT incidents and general service requests.
Formalize and monitor Service Levels including CSC/Contact Center responsiveness (e.g. AHA, ASA, and FCR), service request updates, incident communications, DSS delivery services, and system performance & uptime.
Establish and maintain performance metrics for all associated IT Operations services.
Manage and maintain an enterprise asset management process.
Evolve, improve, and manage identity management processes and solutions. Align with business leaders, Information Security, and IT Architecture teams.
Maintain departmental IT Operations strategic plans, knowledge base, and tactical processes.
Manage and develop IT Operations leaders and staff.
Prepare an annual budget, schedule expenditures, analyze variances, initiate corrective action.
Partner with corporate finance, legal, and information security to manage and negotiate 3rd party vendor contracts and relationships

Bachelor's degree in MIS, Computer Science, Information Technology or related field from a 4 year college or university; or five to seven years related experience and/or training; or equivalent combination of education and experience
10+ years experience in a technology driven organization,
5+ years managing technology support and service delivery teams
Extensive business case development, including cost/benefit analysis and total cost of ownership
Strong Service Management and Project Management experience including SLA management, KPI/Key metric reporting, service management processes and tools, Call Center strategies, user access management, ITIL, and change management.
Business Processes and Operations experience.
Vendor / Third Party Management including contract negotiations.
Business Relationship Management.
Highly effective communication / presentation skills
Strong results driven orientation, driving to deadlines, financial targets, service level commitments, and overall accountability
Ability to manage multiple priorities simultaneously
Experience in a global organization.
Experience with SOX, PCI, SOC standards.
Demonstrated experience supporting an enterprise IT Operations environment which includes, but is not limited to: Cisco VOIP including UCCE, inContact or similar contact center solution and strategies, Cherwell (or similar service management solution), all current Microsoft Operating Systems (desktops and servers) and applications including SharePoint, Exchange, Dynamics AX, MS Office, SCCM/SCOM, Active Directory, and Citrix Xenapp/XenDesktop/MDM, IT Asset management, service management tools, desktop and laptop hardware, thin client technologies, and call center management tools.
On-call, evening and weekend work required as needed
Some travel required
About Apple Leisure Group

Apple Leisure Group® (ALG) is the leading North American travel, hospitality and leisure management group with the only vertically-integrated business model, serving travelers and destinations worldwide. ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising: the largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands, brand management of 5-star and 4-star luxury resorts through AMResorts® award-winning brand portfolio; best-in-class destination management services provided by Amstar DMC and Worldstar®, the exclusive loyalty program Unlimited Vacation Club®; and the innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers. To learn more about the Apple Leisure Group advantage, visit

About Trisept Solutions

Trisept Solutions was formed in 2000 with a team that leveraged more than 15 years of thought leadership, development and operational excellence in the field of leisure travel technology. We were the first to master the concept of dynamic travel packaging in the electronic world, and today serve airlines, hotel companies, resorts, tour operators, travel agencies, tourist bureaus, airline alliances, theme parks, and other suppliers. Headquartered in Milwaukee, Wisconsin, with offices across the United States, we employ a committed team of over 200 technology professionals.

Benefits at a Glance

We offer competitive salaries and a comprehensive benefit package to our U.S. based employees:

Medical, Dental and Vision Insurance
Basic Life Insurance
Short & Long Term Disability
Corporate Wellness Program
Travel Discounts & Deals
Paid Time Off & Holidays
401(k) Plan with Company Match
Tuition Reimbursement
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.