Director, Technology Operations (R-20053)

The Director of Technology Operations & Offshore Site Leader is responsible for the strategic leadership, operational excellence, and organizational effectiveness of a global technology operations organization. This role oversees the delivery of enterprise infrastructure, cloud, database, network, observability, automation, service management, and operational support services while serving as the executive leader for one or more offshore delivery locations. The position provides leadership for operational reliability, workforce management, vendor partnerships, continuous improvement, and technology service delivery while ensuring alignment with enterprise business objectives

As Offshore Site Leader, the role is accountable for fostering a high-performance culture, driving employee engagement, strengthening leadership capabilities, and serving as the executive representative for the company's offshore presence

Key Responsibilities:

Technology Operations Leadership

• 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.

Service Delivery & Governance

• 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

Vendor & Partner Leadership

• 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.

Offshore Site Leadership

• 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.

Financial Management

• 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.

People Leadership

• 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.

Key Requirements:

Education

• Bachelor's Degree in Computer Science, Information Systems, Engineering, Business Administration, or related discipline.
• Master's Degree preferred.

Experience

• 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.

Preferred Certifications

• 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

Technical Competencies

Technology Operations

• Infrastructure Operations
• Cloud Operations (AWS, Azure, GCP)
• Database Operations
• Network Operations
• Site Reliability Engineering
• Observability and Monitoring

Service Management

• Incident Management
• Problem Management
• Change Management
• Service Level Management
• Capacity Management
• Availability Management

Platforms & Tools

• ServiceNow
• Splunk
• Dynatrace
• Datadog
• Power BI
• Jira
• Confluence
• Automation Platforms (Ansible, Terraform, CI/CD)