Location(s): Omaha, NE; Remote Available

Position Summary 

The Vice President, Technology and Service Delivery is responsible for the end-to-end leadership of technology strategy, technical operations, and client service delivery. This executive leads the technical delivery teams that operate and support client environments, as well as the architecture function that defines technology roadmaps, platform standards, future enhancements, and lifecycle investments. 

The role ensures delivers reliable, secure, scalable, and cost-effective managed services; consistently meets contractual service levels; maintains best-in-class operational processes; and evolves its platforms and capabilities to remain competitive and aligned with client needs. As a member of the executive leadership team, this leader connects strategy with execution by translating market and technology trends into prioritized investments, disciplined operating plans, and measurable client outcomes. 

Key Accountabilities 

Technology Strategy and Architecture 

• Own the enterprise technology vision and multi-year roadmap for mainframe, IBM Power, distributed cloud, hybrid cloud, automation, and managed services platforms. 

• Lead the architecture team responsible for platform standards, solution patterns, lifecycle plans, future enhancements, upgrades, and modernization priorities. 

• Govern key technology decisions to ensure investments align with business strategy, client requirements, security and resilience expectations, and total cost of ownership. 

• Evaluate emerging technologies and industry trends, identifying opportunities to improve service quality, automation, scalability, differentiation, and operational efficiency. 

• Define the capabilities, skills, delivery methods, and operating model to execute the technology and service portfolio roadmap. 

Service Delivery and Technical Operations 

• Lead the technical teams responsible for operating, supporting, and improving client environments across FNTS service platforms. 

• Own the service delivery operating model and ensure contractual service levels, operational commitments, and client expectations are consistently met. 

• Establish clear accountability for service availability, performance, capacity, incident response, problem management, change execution, and operational readiness. 

• Ensure effective coordination across engineering, operations, architecture, service management, security, sales, and client-facing teams. 

• Provide executive oversight for major incidents, systemic service issues, complex client escalations, and corrective action plans. 

Operational Excellence and Performance Management 

• Define and monitor operational and service delivery metrics that support FNTS strategic objectives and provide transparency into performance, risk, quality, and client outcomes. 

• Advance disciplined, repeatable, and continuously improving operational processes, including ITIL-aligned service management practices and appropriate automation. 

• Lead annual, quarterly, and monthly planning for technology and service delivery objectives, capacity, resources, investments, and performance commitments. 

• Identify and execute opportunities to improve productivity, quality, standardization, cost efficiency, and speed of delivery without compromising service resilience. 

• Maintain effective operational controls designed to protect company and client assets and support compliance, auditability, and risk management. 

Client and Business Partnership 

• Serve as an executive technology and service delivery partner to clients, building confidence in operating practices, platform direction, and long-term roadmap. 

• Participate in strategic client discussions, sales pursuits, renewals, and executive reviews to articulate technology direction, operating model, service metrics, and quality practices. 

• Work with executive leadership to shape new services, platform investments, pricing and cost considerations, and the future direction of the portfolio. 

• Translate complex technology and operational topics into clear business value, decisions, risks, and outcomes for clients, executives, and board-level audiences. 

• Build strong relationships across abnk, technology partners, and key client stakeholders. 

People and Organizational Leadership 

• Build, lead, and develop high-performing teams across architecture, engineering, technical operations, and service delivery. 

• Establish clear roles, decision rights, performance expectations, and succession plans for critical technical and operational leadership positions. 

• Create a culture of client focus, ownership, collaboration, transparency, disciplined execution, continuous learning, and continuous improvement. 

• Ensure the organization has the capacity, expertise, and leadership readiness needed to support current commitments and future growth. 

• Inspire teams and partners around a shared vision for technology excellence and exceptional client service. 

Financial and Investment Stewardship 

• Develop and manage technology and service delivery budgets, investment priorities, and resource plans. 

• Assess total cost of ownership and business value for major platform, tooling, automation, and lifecycle decisions. 

• Provide financial and operational input on sourcing, vendor strategy, staffing, capacity, and efficiency opportunities. 

• Balance reliability, innovation, risk, client commitments, and financial performance when prioritizing investments. 

Measures of Success 

• Consistent achievement of client service levels and operational performance commitments. 

• Improved service reliability, resilience, quality, and client satisfaction. 

• Timely execution of technology roadmaps, lifecycle upgrades, and strategic platform investments. 

• Measurable gains in automation, standardization, productivity, and cost efficiency. 

• Effective management of operational risk, major incidents, audit findings, and corrective actions. 

• Strong workforce capability, leadership depth, retention, engagement, and succession readiness. 

• Clear alignment between client needs, service portfolio strategy, architecture standards, and investment priorities. 

Qualifications and Experience 

• Bachelor’s degree in technology, engineering, business, or a related field; advanced degree is preferred. 

• Extensive executive or senior leadership experience in managed services, technology infrastructure, service delivery, or technical operations. 

• Demonstrated success leading large, multidisciplinary technical teams and client-facing service delivery organizations. 

• Strong knowledge of enterprise infrastructure, cloud and hybrid platforms, automation, operational resilience, service management, and technology lifecycle planning. 

• Experience with mainframe, IBM Power, distributed cloud, or similarly complex mission-critical environments is strongly preferred. 

• Proven ability to develop technology roadmaps, establish operating metrics, improve processes, manage budgets, and execute complex change. 

• Executive presence and the ability to communicate with clients, employees, senior leaders, boards, and external partners. 

Leadership Capabilities 

• Strategic technology vision paired with disciplined operational execution. 

• Client-focused, consultative leadership and strong relationship-building skills. 

• Ability to make transparent, fact-based decisions and influence across stakeholder groups. 

• Sound judgment in balancing innovation, reliability, cost, risk, and speed. 

• Clear communication and the ability to convert technical complexity into business value. 

• Courage, accountability, collaboration, and a continuous-improvement mindset. 

• Highly organized planning and implementation skills with consistent follow-through.