Director of IT Operations & Service Delivery

Reporting To: SVP, Technology Transformation & Enterprise Strategy

Location : Denver, CO

Choose Us. Choose You.

At Western Veterinary Partners , we believe people are our greatest asset. We are a people-centric veterinary support organization focused on supporting veterinary practices and the professionals who care for pets and their families every day. We are seeking a Director of IT Operations & Service Delivery to join our growing corporate team. This role offers the opportunity to make a meaningful impact while collaborating with a supportive, mission-driven organization that values integrity, growth, and relationships.

About the Role

Western Veterinary Partners (WVP) is a veterinary service organization that supports hundreds of animal hospitals across the United States. WVP works with practices to provide best-in-class, non-clinical business support services that enable clinical teams to focus on delivering exceptional patient care. WVP is a high-growth organization focused on improving our current practices and growing rapidly into new markets through partnership with independent veterinary practices.

Role Overview

Western Veterinary Partners is seeking a hands-on, customer-focused Director of IT Operations & Service Delivery to lead the reliability, support experience, and day-to-day operational execution of our corporate technology environment.

This leader will build a high-service, accountable IT operations function that anticipates and resolves issues before they disrupt the business. They will own service delivery, endpoint & identity operations, Microsoft 365 administration, incident management, vendor performance, and operational readiness for high-visibility company events.

This role initially supports WVP’s corporate technology environment and will help shape a scalable technology roadmap for our hospitals as the company grows.

This is a hybrid role with a minimum of 4 days in office per week in central Denver (Cherry Creek).

Key Responsibilities

Operational Leadership and Reliability

Own the day-to-day reliability, support, and operational execution of WVP’s corporate technology environment.

Proactively identify, prioritize, and resolve operational risks involving endpoints, identity & access, SSO, software, connectivity, and Microsoft 365 before they reach leadership or disrupt employees.

Establish operating standards, performance metrics, service-level agreements, and reporting for IT operations and service delivery.

Build and maintain clear runbooks, escalation procedures, failure scenarios, and business continuity plans.

Lead incident management, including communication, root-cause analysis, corrective actions, and follow-through to prevent recurrence.

Test contingency and business continuity scenarios on a regular basis.

Service Delivery and Employee Experience

Own the employee technology support experience, including ticket intake, prioritization, escalation, service levels, communications, and resolution quality.

Establish a practical service desk operating model that scales with WVP, including self-service resources, a knowledge base, and clear L1, L2, and L3 support processes.

Identify recurring employee issues and eliminate root causes rather than repeatedly treating symptoms.

Set a high bar for responsiveness, ownership, follow-through, and communication across the IT function and its vendors.

Lead, coach, and develop current team members while building the future IT service desk and operations organization.

Technology Operations, Security, and Lifecycle Management

Oversee endpoint & device management, patching, software deployment, device compliance, local administrator governance, asset inventory, and asset lifecycle management.

Lead identity and access management, including onboarding & offboarding controls, role-based access, access reviews, SSO, and privileged-access governance.

Administer and improve Microsoft 365 services, including collaboration, identity, endpoint, and productivity capabilities.

Implement and enforce IT controls that support WVP’s security, acceptable-use, and AI security policies.

Partner with Legal, HR, Finance, Operations, Marketing and business leaders to ensure technology practices appropriately protect WVP data and manage operational risk.

High-Visibility Events and Business Continuity

Own technical production planning for company-wide meetings, town halls, and other high-visibility events.

Develop and test production plans that include AV testing, primary & backup connectivity, backup laptops, failure scenarios, escalation trees, rehearsal schedules, and live-event support.

Ensure employees can reliably access and use the technology they need, even in time-sensitive or high-impact situations.

Strategy, Vendors, and Growth

Recommend technology solutions based on business requirements, employee experience, security, scalability, and total cost of ownership, not simply incumbent tools or vendor preferences.

Lead rigorous requirements gathering and stakeholder engagement before recommending significant technology investments or changes.

Manage and hold vendors accountable for service quality, response times, delivery commitments, and value.

Identify opportunities to consolidate tools, simplify the technology environment, and reduce avoidable cost and complexity.

Partner with business leaders to develop a practical, phased technology roadmap for WVP hospitals as the organization grows.

Qualifications and Experience

10+ years of progressive experience in IT operations, service delivery, enterprise support, infrastructure, or a related field.

3+ years of people leadership experience, including coaching employees and managing vendor or managed-service-provider relationships.

Bachelor’s degree in information technology, computer science, business, or a related field preferred. Equivalent experience will be considered.

Demonstrated experience improving service desk performance, employee technology experience, and operational reliability.

Strong working knowledge of Microsoft 365, identity & access management, endpoint management, device compliance, patching, software deployment, and IT asset lifecycle management.

Experience establishing IT service-management practices, SLAs, escalation procedures, incident management, root-cause analysis, and business continuity plans.

Experience operating in a distributed, multi-site, fast-growth organization is strongly preferred.

Ability to communicate clearly and concisely with technical teams, executives, vendors, and nontechnical employees.

Sound judgment under pressure, including the ability to raise risks, challenge impractical requests constructively, and present viable options with clear tradeoffs.

A strong ownership mentality. You follow through, close loops, and make sure commitments do not get lost.

Our salary ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The Company offers competitive compensation along with a comprehensive benefits package, including medical, dental, and vision benefits, vacation, sick leave, 401(k), and more depending on location. You will be provided more detailed information about compensation and benefits for your specific location. Where required under applicable law, WVP provides eligible employees with paid sick leave, health emergency leave, and similar benefits programs, all in accordance with the requirements of state and local law depending on the location of the practice you support.

WVP is an Equal Opportunity Employer. All qualified applicants will receive