Director, Technical Shared Services

Position Overview

We are seeking a transformational and highly influential leader to build and lead our Technical Shared Services organization. This role will be responsible for defining and executing a unified strategy across enterprise-wide support and operational functions, including Level 1 and Level 2 Production Support, Release Engineering, Data Services Support, and Enterprise System Access Management. 

The ideal candidate is an exceptional people leader who thrives in complex environments, brings teams together around a common vision, and creates scalable operating models that improve reliability, efficiency, and customer experience. This leader will serve as the connective tissue across product, engineering, operations, security, and business stakeholders to ensure our shared services capabilities operate as a single, high-performing organization.  This role requires equal parts strategic leadership, operational excellence, organizational change management, and technical acumen. 

Responsibilities

• Develop and execute a long-term vision and operating model for Technical Shared Services

• Align multiple teams and disciplines under a common strategy, service framework, and set of operational standards

• Foster a culture centered on accountability, customer service, continuous improvement, and operational excellence

• Lead managers and individual contributors across diverse technical service functions

• Establish enterprise-wide service delivery standards, SLAs, KPIs, and performance metrics

• Create scalable processes that improve responsiveness, reliability, and efficiency

• Drive standardization across support, release management, access management, and data operations

• Identify opportunities to automate manual processes and improve service delivery through tooling and AI-enabled capabilities

• Lead Level 1 and Level 2 support organizations responsible for incident management, issue resolution, and operational stability

• Establish clear escalation paths and support models across business-critical applications

• Drive root cause analysis and continuous improvement practices to reduce recurring incidents

• Partner with engineering teams to improve system reliability and operational readiness

• Establish a predictable, scalable release management framework across enterprise platforms

• Lead release planning, deployment governance, release readiness reviews, and change control processes

• Improve deployment quality, release velocity, and overall operational stability

• Partner with engineering leadership to modernize CI/CD and release practices

• Oversee operational support for enterprise data platforms, pipelines, reporting services, and integrations

• Ensure timely resolution of data quality and operational issues

• Partner with data engineering and analytics teams to establish sustainable support models and operational ownership

• Lead enterprise processes for system provisioning, deprovisioning, role management, and access governance

• Partner with security, compliance, and audit teams to ensure access controls meet enterprise standards

• Drive automation and self-service capabilities where appropriate

• Build strong relationships across Product, Engineering, Security, Operations, Finance, Sales, Customer Success, and Support organizations

• Influence leaders across the enterprise to adopt standardized service models and governance practices

• Develop multi-year roadmaps that support business growth, scalability, and operational resilience

• Lead organizational transformation initiatives and drive adoption of new operating models

Minimum Qualifications