VP of Enterprise Technology and Business Operations

OVERVIEW

As the Vice President of Enterprise Technology & Business Operations, you will be an integral member of the Customer Experience and Operations (CXO) leadership team and responsible for leading enterprise technology, business applications, teammate productivity, AI enablement, and shared business services that empower teammates, simplify operations, and accelerate business outcomes across AvidXchange. This role reports to the COO. This position is responsible for the strategy, execution, and continuous improvement of multiple functions supporting internal teammates and operational partners, including Service Delivery, IT Service Management, Asset Management, Enterprise Business Applications, Teammate Productivity and Collaboration Tools, Internal AI Capabilities, and Operational Vendor Management. The Vice President Enterprise Technology & Business Operations will serve as a trusted business partner across the organization and work closely with Technology, Operations, Finance, Legal, Procurement, Product, Engineering, and other business leaders to deliver reliable services, improve business processes, and drive operational efficiencies. This leader will be responsible for developing organizational strategy, establishing operational metrics, managing budgets, overseeing service delivery models, and building high-performing teams that support the evolving needs of the business. The role leads multiple leaders and oversees a blended service delivery model consisting of internal teammates, managed service partners, contractors, and strategic operational vendors.

What You'll Do:

Service Delivery and IT Operations

• Oversee enterprise service delivery functions, including Service Desk operations, Incident Management, Problem Management, Change Management, and Asset Management.

• Govern Key Performance Indicators and operational metrics to drive visibility, accountability, and continuous improvement across service delivery functions.

• Ensure fast, accurate, and reliable delivery of technology services to teammates.

• Monitor and maintain service management processes and operational disciplines to support business needs.

• Provide leadership and oversight for service delivery models that leverage both internal teams and managed service partners.

• Partner with functional leaders to monitor service performance, operational outcomes, and service-level expectations across internal and external delivery teams.

• Evaluate opportunities to optimize service delivery models and sourcing strategies to support business needs, scalability, and operational efficiency.

• Lead strategic capacity planning to support organizational growth and evolving teammate needs.

• Oversee hardware, software, and technology asset lifecycle management programs.

Business Applications and Productivity Solutions

• Own the enterprise applications roadmap spanning CRM, HRIS, collaboration tools, workflow platforms, and shared business systems, driving standardization, simplification, and business process transformation.

• Partner with business leaders to identify opportunities to improve workflows, automate processes, and increase operational efficiency.

• Drive the adoption and effectiveness of teammate productivity tools and internal technology solutions.

• Oversee internal application development resources and external partners supporting business functions and operational teams.

• Provide governance and strategic oversight of contractor and third-party resources supporting application delivery.

• Identify and execute technology and business process improvements related to applications, systems, and implementations.

• Evaluate evolving business needs and recommend delivery models that balance internal capabilities and external partnerships.

AI and Innovation

• Serve as a champion for enterprise AI adoption, identifying, prioritizing, and scaling AI use cases that improve productivity, automate workflows, accelerate decision-making, and transform business operations.

• Establish governance and best practices for responsible AI usage, ensuring security, compliance, transparency, and measurable business outcomes.

• Partner with business leaders to embed AI capabilities into enterprise workflows, teammate experiences, and shared services functions.

Strategic Vendor & Partner Management

• Provide executive leadership and strategic oversight for operational vendor management functions supporting business operations.

• Ensure third-party partnerships align with business objectives, service expectations, and operational priorities.

• Support the governance and performance management of strategic business process outsourcing relationships.

• Serve as an executive sponsor for key operational partnerships and outsourced service providers.

• Collaborate with Procurement, Legal, Finance, and business leaders regarding significant vendor agreements, renewals, and partnership strategies.

• Monitor operational outcomes, service performance, and business objectives to ensure external partnerships continue to deliver value.

• Evaluate emerging technologies, service delivery models, and strategic partnerships to improve agility, reduce costs, and accelerate innovation.

Leadership and Business Partnership

• Build cross-functional relationships and serve as a trusted advisor across the organization.

• Collaborate with leadership teams to develop long-range plans, operational strategies, and investment priorities.

• Develop and manage departmental budgets, forecasts, headcount planning, and operating expenses.

• Lead a portfolio of services delivered through internal teams, managed service partners, contractors, and strategic third-party providers to ensure consistent service delivery and operational outcomes.

• Contribute to policy-level discussions regarding standards, processes, metrics, and organizational priorities.

• Identify priorities and communicate technology and operational impacts throughout the decision-making process.

• Attract, recruit, develop, and retain high-performing talent while establishing mission and purpose for individuals and teams.

• Contribute to succession planning and leadership development across the organization.

• Lead initiatives that create operational efficiencies, cost reductions, increased automation, enhanced service reliability, and improved teammate experiences.

• Contribute to building a high-performance organization that meets or exceeds business objectives.

Success Measures / What Success Looks Like

The leader will be expected to deliver measurable outcomes across service delivery, business technology, AI adoption, and operational excellence, including:

• High teammate satisfaction and productivity through reliable, intuitive technology experiences and collaboration tools.
• Consistent achievement of Service Level Agreements (SLAs), operational KPIs, and service quality targets across Service Desk, ITSM, and business applications.
• Increased adoption and measurable business impact from AI-enabled teammate productivity and workflow automation solutions.
• Improved operational efficiency through automation, process simplification, and optimized service delivery models.
• High availability, performance, and user satisfaction across enterprise business applications and productivity platforms.
• Strong vendor and partner performance, with clear accountability for service quality, value realization, and business outcomes.
• Effective technology cost management, asset lifecycle governance, and scalable operating models that support business growth.
• Improved teammate experience and reduced friction across onboarding, workplace technology, collaboration tools, and end-user support.

What We're Looking For:

• University degree or equivalent experience and minimum 15 years of relevant experience.

• Proven executive leadership experience leading enterprise technology, business applications, shared services, or business technology organizations in high-growth environments.

• Demonstrated success leading digital transformation, automation, AI adoption, or enterprise modernization initiatives.

• Proven experience leading service delivery, technology operations, business applications, shared services, and/or related functions.

• Experience overseeing service delivery models that utilize a combination of internal teams, managed services, contractors, and external partners.

• Demonstrated experience providing executive oversight of strategic vendor relationships and outsourced service providers.

• Experience developing operational strategies, policies, processes, and performance metrics.

• Strong financial acumen, including budgeting, forecasting, and resource planning.

• Proven ability to communicate, partner, and influence across a matrix organization.

• Experience building positive relationships with internal and external customers.

• Strong leadership and organizational management skills.

• Analytical mindset with the ability to develop and utilize operational metrics and performance indicators.

• Excellent written and verbal communication skills with both technical and non-technical audiences.

• Demonstrated ability to manage both virtual and direct teams.

Preferred Experience, Qualifications, and Skills

• Experience within high-growth, B2B, financial technology, or technology-enabled services organizations.

• Experience leading enterprise applications, digital workplace technologies, or productivity platforms.

• Knowledge of IT service management principles and practices.

• Experience leading organizational transformation and change initiatives.

• Experience implementing automation, artificial intelligence, or productivity solutions.