Service Operations Director - Evinova

The Problem You'll Solve

Evinova is growing fast. Our platform supports critical work in clinical trials and digital health, our customers span the globe, and the stakes of any disruption are real. As we scale, so does the need for a dedicated, expert-led function that owns how we respond when things go wrong — and how we make sure they go wrong less often. This role exists to build and lead that function.

What You'll Do

• Own Every Incident, End to End
  • Serve as the single accountable coordinator for all production incidents, leading War Room response sessions and driving resolution.
  • Cook up and manage all internal incidents — including deployment failures, pre-production performance degradation, staging outages, and any platform-level or P1/P2 severity tooling or environment issue that prevents engineers from doing their work.
  • Apply and refine Evinova’s tiered incident response plan, ensuring the right people are mobilized based on severity and customer impact.
  • Authorize emergency change actions (ECA) during incidents where standard change processes cannot be followed.
  • Chair blameless post-incident reviews, producing clear action items and ensuring follow-through.
• Build the Structures That Prevent the Next One
  • Develop and maintain incident response playbooks, runbooks, and escalation paths.
  • Own our on-call processes, on-call tool configuration, on-call schedules, and global handoff protocols.
  • Track and report on incident KPIs — MTTD, MTTR, repeat incidents — and present trends to leadership.
  • Partner with engineering leads to drive continuous improvement in platform reliability and incident preparedness.
• Connect Engineering with the Business
  • Own all stakeholder and executive communications during active incidents, providing timely and accurate updates.
  • Coordinate with our customer service teams for all customer-facing communication and interactions.
  • Own customer-facing incident communications — including status page updates, post-incident summaries, and reusable comms templates.
  • Own the process for publishing product documentation, user guides, and release notes — ensuring content reaches the right audiences at the right time, without owning the writing itself.

What You Bring

• Must-Have Experience and Skills
  • 8+ years of experience in incident management, technical program management, or platform/cloud operations in an engineering organization.
  • Proven ability to lead cross-functional teams calmly and decisively under pressure.
  • Excellent written and verbal communication skills, including experience communicating with senior leadership during live incidents.
  • Familiarity with ITIL or similar incident and change management frameworks.
  • Hands-on experience with on-call tooling — PagerDuty, Splunk On-Call, or equivalent.
  • Hands-on experience with observability and monitoring platforms — Datadog, Splunk, CloudWatch, Grafana, or equivalent.
  • Strong understanding of cloud infrastructure (AWS preferred) and modern SaaS architecture.
  • Experience running post-incident reviews and building a culture of blameless continuous improvement.
  • Strong understanding of SLO/SLI and error budget frameworks.
  • Experience managing distributed, multi-timezone on-call rotations and global handoff protocols.
  • Experience building or owning documentation publishing workflows across engineering organizations.
  • Experience with software engineering practices to help close down issues preventing our engineers from working.
• Highly Preferred Experience And Skills
  • Background in health tech, regulated software environments, or high-availability platforms.
  • Experience with ITSM platforms — ServiceNow, Jira Service Management, or equivalent.
  • Experience with SLO/SLI and error budget frameworks.
  • Experience managing distributed, multi-timezone on-call rotations and global handoff protocols.
  • Experience building or owning documentation publishing workflows across engineering organizations.
  • Experience with software engineering practices to help close down issues preventing our engineers from working.

A Little More About The Role

If you are a seasoned Service Operations professional, you should already know that given the nature of this role you may not have a 100% standard schedule. Feel free to ask for more specifics about this role's requirements, we want to ensure our employees are happy.

Where Can I Find Out More?

• Explore what we’re building: www.evinova.com
• Stay connected and see our impact in action: https://www.linkedin.com/company/evinova/
• Apply today to bring smarter, faster clinical trials to life! apply

Evinova is an equal opportunity employer that is committed to diversity and inclusion and providing a workplace that is free from discrimination.