Director, Digital Operations & Service Enablement

Summary

This role is accountable for executing and scaling digital operations and service enablement capabilities across Managed Services. The Director, Digital Operations & Service Enablement drives the adoption of automation, observability, AI-enabled operations, and ITSM practices to improve service delivery efficiency, consistency, and customer experience. Working in close partnership with Managed Services Operations and Service Delivery/Customer Success leadership, this role ensures services are enabled for scale, operationally efficient, and supported by modern, data-driven capabilities.

Digital Operations Execution & Service Enablement: Leads execution of automation, observability, AI-enabled operations, and ITSM initiatives across Managed Services; drives 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: Monitors 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; leads root cause analysis efforts and implements 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.

General: Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values; maintains a working knowledge of applicable laws and regulations and policies of Logicalis to ensure adherence in a manner reflecting honesty, ethics, and professionalism; supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities: Leads a team responsible for digital operations, automation, observability, AI enablement, ITSM, and other service enablement functions.

To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s Degree in a related field (equivalent combination accepted).
• 8+ years of experience in Managed Services or IT Services operations, digital operations, observability, ITSM or service enablement, and automation and operational improvement initiatives.
• Demonstrated experience implementing or scaling observability, automation, and AI capabilities within service delivery environments.
• Strong working knowledge of ITIL/ITSM frameworks, monitoring/observability platforms (Logic Monitor a plus), automation and orchestration tools.
• Familiarity with AI-driven operations (AIOps),…