Service Operations Director - Evinova

WHY JOIN US?

Evinova is a health-tech business focused on accelerating better health outcomes by advancing digital transformation across the life sciences sector. By combining science-based expertise, evidence-led rigor, and deep human insight, we design digital solutions that enable healthcare to work better for everyone. Operating at the intersection of healthcare, technology, data, and analytics, we are helping unlock the full potential of digital health, transforming how clinical research is conducted, how care is delivered, and how patients experience healthcare.

Our solutions are built to scale, driving efficiency, improving decision-making, and ultimately delivering better outcomes for patients worldwide.

At Evinova, we are driven by a shared purpose to transform health through data and digital innovation. Our teams collaborate across disciplines to solve complex challenges, continuously learning and evolving in a fast-paced, high-impact environment.

We also recognize the importance of flexibility and balance. Our ways of working support both individual needs and team collaboration. To foster connection and collaboration, employees are expected to work from the office three days per week, creating opportunities for in-person teamwork, innovation, and meaningful connection.

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.

We’re looking for a Service Operations Director who thrives in complexity, leads with calm authority under pressure, and cares as much about the people affected by an incident as the technical resolution itself. This is a coordination and process leadership role — but is a connection point for engineering, product, and customer experience.

At Evinova, an incident is anything that prevents our engineers from doing their best work or our customers from being served: production outages, deployment failures, pre-production degradation, and internal tooling issues all fall within your remit. You will be the one person who owns the response, every time.

You’ll work closely with our Customer Service team, who manage direct customer relationships during issues and outages. You’ll give them the structure, information, and communications support they need to keep our customers informed and confident — even when things are going wrong.

• Serve as the single accountable coordinator for all production incidents, leading War Room response sessions and driving resolution.
• Coordinate 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.

• 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.
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