Director of Digital Platforms - Operations

About the Role

As Director of Digital Platforms – Operations, you will operate at the centre of our digital ecosystem, which includes Online Services (OLS), Mobile App, and National Quote & Buy (NQB). You will be accountable for the stability, performance, and continuous improvement of our digital platforms, leading incident response and coordinating with Technology, Security, Delivery teams, and vendor partners to ensure operational excellence.

• Accountable for the operational health, availability, and performance of key digital platforms including Online Services (OLS), Mobile App, and National Quote & Buy (NQB).
• Lead KTLO activities such as software patching, vulnerability management, and currency compliance across a diverse application portfolio.
• Work with business partners and stakeholders to drive an AMTB backlog of enhancements, ensuring continuous improvement and timely delivery aligned to business priorities.
• Lead L3 application production support, ensuring rapid triage, resolution, and root‑cause analysis of incidents impacting customer experiences.
• Continually improve incident and problem management practices, driving proactive identification of systemic issues and long‑term resolution strategies.
• Manage a cross‑functional SRE team that monitors SLAs, SLOs, and operational KPIs, continuously improving platform reliability, performance, and client satisfaction.
• Partner with architecture, security, and engineering teams to modernize platforms while maintaining operational stability.
• Manage vendor relationships and support models to ensure effective delivery and cost optimisation.
• Build and foster a high‑performing, accountable operations culture with a strong focus on ownership, continuous improvement, and service excellence.

• Deep experience managing large‑scale digital platforms in a production environment, ideally supporting external customer‑facing applications or a content management system.
• Hands‑on experience with ITIL practices including incident, problem, and change management.
• 7‑10 years of leadership experience in Information Technology and Digital.
• Post‑secondary diploma in Information Technology or Computer Science.
• Robust understanding of modern monitoring, observability, and reliability engineering practices.

• Demonstrate strong command presence in high‑pressure situations, leading critical incident response with clarity, decisiveness, and structured executive communication.
• Build trusting relationships and provide feedback to enable the successful development of your team and colleagues.
• Foster a culture of innovation and continuous improvement, actively championing AI‑enabled capabilities to modernize operations.
• Demonstrate strong operational leadership, with a focus on proactive platform reliability, service management, and client experience.
• Foster accountability and ownership within your team, ensuring clear roles and expectations for production support and delivery.

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support personal and family needs.
• Holistic well‑being approach, including physical and mental health programs and an employee assistance programme.
• Paid volunteer days.
• Competitive salary range of $114,021 – $164,000+ plus incentive programs and a comprehensive total rewards package, including group retirement savings, pension, health and wellness, dental, disability and life coverage, and mental health support.