Director of Service Operations
About The Role
The Director of Service Operations owns the operational reliability of Volta's live compute fleet — the discipline that turns built infrastructure into dependable, always-on service for our customers. You will lead the teams and processes responsible for uptime, incident response, service level performance, and the day-to-day operational rigour that makes The Utility of Compute™ real once sites go live. This is a senior leadership role spanning both people and process: you will build and run the service operations function as Volta scales across new sites, set the standards for how incidents are managed and prevented, and act as the operational backbone between engineering teams, customers, and leadership when things go right — and when they don't.
What You Will Be Doing
- Own service operations across Volta's live fleet — uptime, incident management, and operational performance against customer SLAs
- Build and lead the service operations team, including on-call structures, escalation paths, and incident response processes
- Define and drive continuous improvement in operational KPIs — availability, mean time to resolution, and recurring incident reduction
- Lead major incident response and post-incident review, ensuring root causes translate into systemic fixes across engineering and operations
- Own the operational readiness process for new sites coming online, ensuring service operations can support each site from day one
- Act as the primary operational point of escalation for customer-facing service issues, coordinating across platform, network, and site teams
- Build and maintain operational runbooks, playbooks, and monitoring standards applied consistently across the fleet
- Partner with platform engineering, network platform, and site delivery teams to ensure operability is designed in, not bolted on
- Own reporting on service performance and operational health for leadership and key customers
- Scale the service operations function's processes, tooling, and team structure to keep pace with fleet growth
What You Bring
- Significant experience leading service operations, technical operations, or site reliability functions for infrastructure, cloud, or data centre environments
- Track record building and scaling 24/7 operational teams, including on-call and incident management processes
- Strong grounding in incident management frameworks and operational excellence practices (e.g. SRE principles, ITIL, or equivalent)
- Experience owning operational relationships with enterprise customers, including SLA management and escalation handling
- Comfortable operating at both strategic and hands-on levels — building process while staying close to live operational issues
- Excellent stakeholder management skills, able to align engineering, customer, and executive priorities during high-pressure incidents
Nice to Have
- Experience specifically in data centre, cloud infrastructure, or GPU/AI compute service operations
- Background in customer-facing operations for enterprise or hyperscale infrastructure customers
- Familiarity with observability and monitoring tooling used to drive operational decision-making
- Exposure to multi-jurisdiction operations (UK, US, Nordics, or similar)