Position Summary Details:
The Senior Director of Enterprise Service Operations and Delivery Technology will lead the development, execution and maintenance of enterprise-wide technology solutions to achieve ABM’s vision to establish an industry-leading Service O & Management organization (“SO&M”) that delivers next-generation facilities management capabilities while achieving operational excellence and ‘best-in-class’ service for our customers.
This position offers an opportunity to drive technological modernization and digital transformation across our enterprise Service Operations landscape while building a strong technical foundation for future growth and operational excellence.
The role combines deep technical expertise with strategic leadership to drive continuous improvement, standardization, and digital transformation across all ABM industry groups and service lines. It will serve as the Technology Lead on the SO&M Transformation program, an IT leader, and a representative on the IT Leadership Team. The role will report directly to the VP of Client and Workforce Technology and grow to lead a team of architects, business systems analysts, system administrators, and technologists.
Essential Functions:
Technology Leadership & Innovation
Define and implement enterprise Service Operations and Delivery technology strategy aligned with business objectives
Lead architecture and design of Service Operations technology solutions (including core CMMS maintenance capabilities such as work order management, preventative maintenance, asset management lifecycle management, capital planning, safety and compliance, and labor and resource management for internal / external resources), ensuring scalability and integration with enterprise systems
- Drive innovation through emerging technologies (IoT, AI, predictive maintenance) for advanced facilities management capabilities including mobile workforce management, remote asset performance and monitoring, energy management, and smart facilities and healthy building capabilities
- Establish technology standards and governance frameworks
- Manage relationships with key stakeholders including Executives, business team members, IT organization, technology vendors and partners
Digital Transformation
- Serve as the Technology Lead enterprise-wide for SO&M transformation programs and projects, aligned with technology strategy and roadmaps
- Create multi-year SO&M technology strategy roadmap across all clients, service lines, and industry groups.
- Influence decisioning and implement enterprise enabling technologies, that drive process standardization and technology unification
- Oversee Service Operations system integration, data migration, and legacy system modernization or migration
- Incorporate client needs for technology including “soft” and “hard” services, process enablement and workflows, client technology and data integration, analytics, dashboards, monitoring, and scorecards
- Develop and track program and project KPIs and success metrics
- Assist with building business cases and securing executive alignment
- Partners with Change Management, Business Leaders, and Engineering to support adoption of enabling technology solutions
- Specifically in 2025, drive technology and partner selection, roadmap development, proof-of-concept execution and business case development.
Ongoing Technical Operations
- Lead ongoing technical implementation of Service Operations solutions and integrations
- Leverage best practices for managing technology product requirements, solutions and delivery with managed releases and roadmap
- Ensure data integrity and quality across systems
- Direct system testing, upgrades, and maintenance
- Oversee database management, system performance, and security
- Establish disaster recovery and business continuity protocols
