Director, Technology Operations (R-20053)

About the role

Responsibilities

• Lead global technology operations teams supporting infrastructure, cloud, databases, networks, observability platforms, automation, and enterprise services.
• Ensure delivery of operational services in accordance with established SLAs, KPIs, availability targets, and customer commitments.
• Drive operational excellence through process standardization, automation, monitoring, and continuous improvement initiatives.
• Establish operational governance frameworks and executive reporting mechanisms.
• Lead operational reviews and strategic planning sessions with senior technology and business leaders.
• Oversee major incident management, service restoration activities, and post-incident improvement programs.
• Drive technology modernization initiatives that improve service reliability, scalability, security, and efficiency.
• Ensure business continuity, disaster recovery, resiliency, and operational risk management programs remain effective and current.
• Establish and maintain service management maturity across Incident, Problem, Change, Request, Event, and Knowledge Management disciplines.
• Drive accountability for operational performance metrics and service outcomes.
• Lead executive service reviews, operational scorecards, and governance forums.
• Ensure adherence to technology standards, regulatory requirements, security policies, and audit controls.
• Partner with enterprise architecture, engineering, development, cybersecurity, and business teams to ensure integrated service delivery
• Serve as executive sponsor for strategic managed service providers and offshore delivery partners.
• Lead quarterly business reviews and executive governance meetings.
• Negotiate operational priorities, service improvement initiatives, and performance objectives.
• Track contractual performance, financial commitments, and service quality metrics.
• Drive accountability for delivery excellence across internal and external teams.
• Serve as the senior executive representative for the offshore center.
• Provide leadership and direction to technology teams located within the site.
• Promote company culture, values, employee engagement, and organizational alignment.
• Partner with Human Resources, Talent Acquisition, and Learning organizations to attract, develop, and retain top technical talent.
• Support succession planning and leadership development programs.
• Drive workforce planning, organizational design, and talent growth strategies.
• Act as an escalation point for employee, operational, and business matters affecting the offshore location.
• Foster collaboration between offshore and onshore teams to create a unified global operating model.
• Develop and manage operational budgets and forecasts.
• Identify cost optimization opportunities through automation, tooling consolidation, workforce strategies, and cloud optimization.
• Participate in business case development for strategic investments.
• Ensure effective resource utilization and capacity planning across teams and locations.
• Lead managers, technical leads, and cross-functional operational teams.
• Build a culture centered on accountability, innovation, operational excellence, and customer focus.
• Establish performance goals aligned to business objectives.
• Mentor emerging leaders and create development pathways for employees.

Requirements

• Bachelor's Degree in Computer Science, Information Systems, Engineering, Business Administration, or related discipline.
• Master's Degree preferred.
• 12+ years of progressive technology operations leadership experience.
• 5+ years leading managers and global teams.
• Experience managing large-scale infrastructure, cloud, database, network, and enterprise operations.
• Experience leading offshore or global delivery organizations.
• Demonstrated success managing strategic vendors and managed service providers.
• Experience presenting to executive leadership teams.
• ITIL Managing Professional
• ITIL Strategic Leader
• PMP
• Six Sigma Green Belt or Black Belt
• AWS Solutions Architect
• Azure Administrator or Architect
• Google Cloud Professional Certification
• SAFe Agilist
• Infrastructure Operations
• Cloud Operations (AWS, Azure, GCP)
• Database Operations
• Network Operations
• Site Reliability Engineering
• Observability and Monitoring
• Incident Management
• Problem Management
• Change Management
• Service Level Management
• Capacity Management
• Availability Management
• ServiceNow
• Splunk
• Dynatrace
• Datadog
• Power BI
• Jira
• Confluence
• Automation Platforms (Ansible, Terraform, CI/CD)