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…