Director - IT [T500-29962]

Talent500 is hiring for one of its clients.About Smile Brands:At Smile Brands, we value our team as our most important asset. We are dedicated to creating a supportive and inclusive environment where every team member has the opportunity to thrive. Our commitment to fostering a culture of collaboration, continuous growth, and active community involvement ensures that we not only meet our goals but exceed them together.Become a part of a team that is passionate about making a difference in the lives of patients and in the communities we serve. At Smile Brands, your work matters, and your contributions are recognized and celebrated.About IT:Team members in India will have opportunities to support a large and diverse technology environment including enterprise infrastructure, cloud platforms, Fortinet-based networking, cybersecurity technologies, Microsoft 365 services, endpoint management platforms, and critical business applications. The GCC will also become an important center for building technical capabilities, standardizing processes, driving operational improvements, and developing future technology leaders. This is a unique opportunity to help build a technology organization from the ground up while supporting a business that directly impacts patient care and healthcare delivery.Job Summary: The GCC Information Technology (IT) Director is responsible for establishing, leading, and scaling Smile Brands' technology and data capabilities within the Global Capability Center (GCC), serving as a strategic extension of the Company's global IT organization. Reporting to the GCC Executive Leader, with a strong matrix partnership to the U.S.-based (i) Vice President of IT Operations and (ii) Vice President of Data Management & Reporting Solutions, the GCC IT Director is responsible for building and managing high-performing India-based teams supporting IT Service Desk, Technical Support, Infrastructure Operations, Data Engineering, and Data Management. The GCC IT Director ensures delivery of reliable, secure, scalable, and cost-effective technology and data services while maintaining alignment with enterprise technology and data standards, cybersecurity requirements, governance frameworks, and service delivery expectations. This is a highly strategic build-and-scale leadership opportunity. The GCC IT organization is being established from the ground up, and the GCC IT Director will be responsible for building foundational teams, recruiting and developing key talent, implementing operating processes and governance structures, and creating a scalable technology service and data delivery models. The role requires a leader who performs with both operational rigor and a builder's mindset, thrives in a dynamic environment, and can create structure, accountability, and performance while systems and processes continue to evolve. The GCC IT Director will play a critical role in strengthening technology service delivery, improving enterprise data platforms, elevating end-user experience, enhancing operational efficiency, advancing IT and data management capabilities, and supporting Smile Brands' long-term technology and data strategies through the successful development of a world-class GCC technology and data management organization.

Qualifications

Builder's mindset with the ability to create scalable operations from inception. Strong ownership and accountability for end-to-end service delivery outcomes. Strategic thinker capable of balancing long-term capability development with day-to-day operational execution. Strong matrix leadership abilities and the capability to influence without direct authority. Data-driven decisionmaker with strong business and operational acumen. Reliable team player with exceptional cross-functional collaboration skills. Ability to lead through ambiguity, change, and organizational growth. Strong attention to detail and commitment to operational excellence. Effective communicator capable of influencing stakeholders across geographies, functions, and organizational levels. Strong customer service orientation with a focus on delivering exceptional user experiences.

Job Responsibilities

Technology and Data Operations Leadership:Lead GCC-based teams supporting Service Desk, End-User Support, Infrastructure Operations, Data Engineering, and Data Management. Ensure reliable, secure, and scalable delivery of technology and data services that support global business operations and enterprise analytics. Implement operational standards, governance processes, and performance expectations aligned with enterprise objectives. Partner with U.S.-based technology and data leaders to continuously improve service quality, operational efficiency, and organizational effectiveness. Ensure compliance with enterprise cybersecurity, data governance, risk management, and regulatory requirements. IT Service Desk and Infrastructure Operations:Establish and lead a high-performing Tier 1 Service Desk operation as a foundational GCC capability. Implement knowledge management processes that improve troubleshooting effectiveness and reduce ticket resolution times. Partner with U.S. IT leadership to improve service levels, user satisfaction, first-contact resolution rates, and operational performance. Apply special focus on accurate issue categorization and proper escalation management. Ensure infrastructure and end-user technology services maintain high levels of availability, reliability, and support quality. Develop skills and knowledge base of Tier 1 Service Desk team members to facilitate the addition of a Tier 2 Technical Support team within the GCC. Data Engineering and Data Management:Establish and lead high-performing Data Engineering and Data Management teams as core GCC capabilities. Partner with U.S.-based Data Management and Engineering leaders to execute strategies that deliver trusted data, scalable analytics platforms, and data-driven decision making. Support the development, operation, and optimization of enterprise data platforms, data pipelines, integration processes, and cloud-based data solutions. Drive data quality, governance, master data management, metadata management, and data lifecycle practices across supported environments. Implement best practices for data architecture, data modeling, platform performance, monitoring, and automation. Enable operational, financial, and analytical reporting through reliable, scalable, and secure data solutions. Continuously improve data platform reliability, engineering efficiency, and service delivery through automation and process optimization. GCC Build-Out and Capability Development:Launch and scale the GCC technology and data functions through effective workforce planning, recruiting, onboarding, and organizational development. Establish career development pathways that support employee growth, retention, and internal mobility. Foster a culture focused on learning, accountability, innovation, collaboration, and continuous improvement Establish scalable operating models that support future expansion across IT, infrastructure, applications, cybersecurity, and data functions. Develop leadership pipelines and technical capabilities that support long-term organizational growth. Strategic Partnership and Continuous Improvement:Serve as a strategic extension of the global technology leadership team, ensuring GCC priorities support enterprise business, technology, and data objectives. Collaborate closely with IT Operations, Service Desk, Infrastructure, Cybersecurity, Applications, and Data Management leaders to ensure global operational alignment. Identify opportunities for automation, process improvement, and operational optimization across technology and data functions. Utilize metrics, analytics, and operational insights to drive performance, accountability, and continuous improvement. Support technology and data transformation initiatives while maintaining operational stability and service excellence. Cybersecurity, Data Protection, and Compliance: Ensure GCC IT operations adhere to enterprise cybersecurity policies, controls, and standards. Partner closely with cybersecurity leadership to support security monitoring, incident response, vulnerability management, and compliance initiatives. Promote strong security awareness and risk management practices across all GCC technology teams. Support enterprise efforts to continuously strengthen technology risk management and security posture. Ensure compliance with internal controls, audit requirements, data protection and retention standards, and regulatory obligations. Enforce data governance standards, metadata management practices, master data strategies, and data lifecycle management processes. Execute effective data controls, access management, and stewardship processes. Performance Management and Analytics:Develop and maintain reporting frameworks that provide visibility into service delivery performance and operational effectiveness. Monitor and manage key performance indicators (KPIs), including: Service Level Agreement (SLA) attainment Ticket resolution times First-contact resolution rates Service Desk productivity Customer satisfaction scores Incident and problem management metrics Infrastructure availability and reliability Employee engagement and retention Lead regular operational reviews with GCC and U.S. stakeholders to assess performance, identify risks, and prioritize improvements. Utilize data and analytics to drive decision-making, workforce planning, and operational accountability. Preferred Skills Required:12–15 years of progressive experience in IT operations, infrastructure, enterprise technology support, or related technology functions. 5+ years of leadership experience managing and developing India-based technology teams.Proven experience supporting global IT organizations and multinational business environments.Demonstrated ability to build, scale, and transform technology teams, operational capabilities, and service delivery models.Strong experience leading Service Desk, End-User Support, Infrastructure Operations, Enterprise Technology Operations, Data Management, and/or Data Engineering functions.Strong knowledge of IT Service Management (ITSM), ITIL practices, incident management, service delivery, and operational governance.Working knowledge of enterprise infrastructure technologies, including servers, networks, cloud platforms, endpoint technologies, and IT support tools.Working knowledge of modern cloud-based data ecosystems, including AWS, Microsoft Azure, and Google Cloud Platform (GCP), as well as data warehousing and pipeline orchestration tools.Proficiency across the data lifecycle, including data ingestion, transformation (ETL/ELT), storage, analytics, and archiving.Proven ability to influence stakeholders and collaborate effectively across complex, matrixed organizations.Strong analytical, operational, and problem-solving skills, with the ability to drive service quality, efficiency, and continuous improvement.Excellent verbal and written communication skills, with the ability to engage effectively with technical teams, business stakeholders, and senior leadership.Experience operating within a Global Capability Center (GCC), shared services organization, or global operations environment.Experience supporting healthcare, dental, retail healthcare, or other multi-site service organizations.Demonstrated experience implementing automation, process optimization, and digital transformation initiatives to improve operational efficiency and service delivery.Experience building and scaling technology organizations during periods of rapid growth, transformation, or organizational change.Deep expertise in one or more technology domains, including Service Desk Operations, Infrastructure Services, Cloud Operations, Cybersecurity, Enterprise Technology Support, Data Engineering, or Data Management.