Director, Digital Operations & Service Enablement

Digital Operations Execution & Service Enablement

Leads execution of automation, observability, AI-enabled operations, and ITSM initiatives across Managed Services.
Drove adoption of platforms, tools, and standards to improve delivery consistency, scalability, and operational efficiency.
Partners with architects and operations leaders to ensure services are fully enabled with monitoring, automation, and operational readiness.
Develops and maintains service enablement standards, playbooks, and operational frameworks to support consistent delivery.

Observability, Automation & AI-Driven Operations

Leads development and adoption of observability capabilities, including monitoring, alerting, telemetry, and service visibility.
Ensures services are instrumented to generate actionable insights, enable proactive detection and earlier incident identification, and deliver operational transparency.
Drives an automation- and AI-first approach to reduce manual effort and improve operational scalability.
Identifies and implements AI-driven insights, predictive operations, and intelligent alerting within service delivery workflows.
Continuously improves signal quality, alert accuracy, and signal-to-noise ratio to enhance operational effectiveness.

Service Performance, Efficiency & Continuous Improvement

Maintains oversight of service performance metrics and identifies opportunities to improve efficiency, reliability, and responsiveness.
Drives continuous improvement initiatives focused on reducing operational complexity and improving service quality.
Led root cause analysis efforts and implement sustainable corrective actions for recurring issues.
Partners with Service Delivery/Customer Success and Operations teams to ensure operational improvements translate into improved perceived value.

Change Management & Adoption

Drives adoption of new tools, AI capabilities, and operational processes across delivery teams.
Develops and executes communication, training, and rollout plans to ensure successful implementation.
Ensures changes are implemented with minimal disruption to ongoing operations.

Qualifications

Demonstrated experience implementing or scaling observability, automation, and AI capabilities within service delivery environments.
Strong working knowledge of ITIL/ITSM frameworks, monitoring/observability platforms, automation and orchestration tools, and telemetry, logging, and performance monitoring frameworks.
Proficient use of all Microsoft Office applications.
Familiarity with AI-driven operations (AIOps).

Physical Demands

While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms.
The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl.
The employee may occasionally lift and/or move up to 10 pounds.