Job Description:
Senior Vice President, Head of Associate IT
Position Summary
Reporting Relationship: The SVP, Head of Associate IT reports to the CIO, Enterprise Infrastructure and Operations. The Head of Associate IT—also described as the Head of Associate Technology and Experience—defines and executes the strategy, delivery, support, and ongoing evolution of the technology services that help Fidelity associates stay productive, secure, and connected from anywhere. This role leads a global organization of approximately 600 associates and contractors across the United States, India, and Ireland and is responsible for the technology experience of more than 80,000 associates worldwide.
This executive oversees a blended organization consisting of both engineering/product teams and frontline technology support organizations that collectively provide end-user computing, collaboration, communications, workplace technology, service desk operations, field support, executive and other white glove support, and technology lifecycle management services.
The role is accountable for driving technology modernization, workforce productivity, operational excellence, cybersecurity improvements, workplace transformation initiatives, and AI-enabled associate experiences.
Organization Scope
Global Support Organization
The support organizations provide onsite and remote technology support services across Fidelity's global footprint, including:
- 11 major Fidelity campuses across the United States
- 2 campuses in Ireland
- 3 campuses in India
- More than 200 Investor Centers (retail branches) throughout the United States
Support organizations include:
- Service Desk
- Field Support
- High Touch Services
- Executive Support
- Technology Logistics and Deployment Services
These teams provide in-person, virtual, and executive technology support while serving as the primary point of contact for associate technology needs.
Product and Engineering Organization
The product and engineering organizations are responsible for the strategy, engineering, operations, and lifecycle management of Fidelity's associate technology platforms.
Core engineering organizations include:
- Desktop Platform Engineering
- Voice and Video Engineering
- Collaboration and Productivity Engineering
These teams are primarily based in:
- Durham (Research Triangle Park), North Carolina
- Bangalore, India
The engineering teams partner closely with enterprise architecture, cybersecurity, infrastructure, and business stakeholders to design and deliver modern workplace technology solutions.
Key Responsibilities
Strategic Leadership
- Define and execute the multi-year vision and strategy for associate technology services.
- Drive technology investments that improve workforce productivity, security, and user experience.
- Align workplace technology strategies with enterprise business objectives.
- Lead large-scale transformation initiatives across associate technology platforms and support organizations.
Associate Experience Leadership
- Own Fidelity's end-to-end associate technology experience.
- Ensure a seamless and productive experience for associates working onsite, remotely, or in hybrid roles.
- Continuously improve technology satisfaction, adoption, and productivity outcomes.
- Serve as executive advocate for associate technology needs across the enterprise.
Product and Engineering Leadership
Provide strategic leadership for:
- Desktop and endpoint platforms
- Windows and macOS ecosystems
- Virtual desktop and remote access technologies
- Collaboration and productivity platforms
- Video conferencing and unified communications
- Mobile device technologies
- End-user support tooling
- AI-enabled workplace technologies
- Ensure platforms remain secure, scalable, reliable, and aligned with evolving business requirements.
Global Technology Support Leadership
Lead global support organizations responsible for:
- Service Desk operations
- Onsite campus support
- Investor Center technology support
- Executive support services
- Managed event and conference services
Drive:
- Operational excellence
- Automation and self-service capabilities
- Improved first-contact resolution
- Reduced incident volumes
- Continuous improvement across support functions
Strategic Transformation Priorities
AI-Powered Associate Experience
- Define and execute the GenAI strategy for associate-facing technology.
- Drive enterprise adoption of Microsoft Copilot, Cowork, and similar AI-enabled productivity platforms.
- Leverage AI capabilities to improve associate productivity, support automation, knowledge management, and technology operations.
Zero Trust Remote Access Modernization
- Lead the migration from traditional VPN technologies toward Zero Trust Network Access (ZTNA) solutions.
- Improve security, user experience, and access management while simplifying remote connectivity.
Workplace Technology and Onsite Working Readiness
- Ensure Fidelity campuses, conference rooms, and collaboration environments are prepared to support increased onsite associate presence.
- Partner with Corporate Real Estate and business leaders on workplace transformation initiatives.
- Deliver seamless technology experiences across office locations, meeting spaces, and collaboration environments.
Endpoint Modernization
- Reduce dependence on traditional Windows-centric desktop strategies.
- Expand macOS adoption through lifecycle replacement programs and new hire technology choice initiatives.
- Simplify endpoint management and improve associate flexibility through platform modernization.
Cybersecurity Enhancement
- Strengthen associate technology security controls and operational practices.
- Leverage supplier intelligence, vulnerability scanning platforms, and AI-assisted analysis to proactively identify and remediate security risks.
- Partner closely with enterprise cybersecurity organizations to improve overall technology resilience.
Service Optimization and Operational Efficiency
- Advance self-service, automation, virtual agents, and AI-enabled support capabilities.
- Reduce support demand through proactive issue prevention and improved technology experiences.
- Improve efficiency and effectiveness across Service Desk, Field Support, and High Touch Services organizations.
Executive Leadership Expectations
The successful candidate will:
- Lead through influence across business and technology organizations.
- Build and develop a strong global leadership team.
- Drive organizational change and transformation at scale.
- Balance associate experience, operational excellence, innovation, cybersecurity, and financial stewardship.
- Develop succession pipelines and leadership capabilities across global teams.
- Operate effectively in a highly matrixed environment with executive-level stakeholders.
Success Measures
- Associate satisfaction and productivity outcomes
- Technology platform availability and reliability
- Service Desk and Field Support efficiency improvements
- AI adoption and value realization
- Endpoint modernization progress
- Security posture and vulnerability remediation performance
- Successful delivery of strategic transformation initiatives
- Talent development and leadership effectiveness
- Budget performance and cost optimization
- Stakeholder satisfaction and executive confidence
Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Certifications:
Category:
Information Technology
Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
