Director of Service Operations

• Stand up Service Operations from its current state: define the structure, hire the service desk and support teams, and get them operating to standard before the first major deployment goes live.
• Select and implement the ITSM platform and the surrounding tooling, and own the ticket taxonomy, routing, and knowledge base that make it usable.
• Establish 24/7 coverage against our response commitments, including follow-the-sun or partner-supported models where that is the right answer.
• Own the service management system end to end: incident, major incident, problem, change, service level, configuration, knowledge, and continual improvement.
• Own major incident command: the framework, the roster, the escalation paths, and customer communications during an incident. Chair major incidents yourself when the situation calls for it.
• Own problem management with real teeth, so that recurring incidents get root-caused and closed rather than repeatedly restored.
• Use ISO 20000 and ITIL as guidance rather than certification targets. We want the discipline, not the paperwork.
• Own service level management: performance against contractual SLAs, the reporting our customers see, and the accuracy of what we tell them.
• Build the OLA framework with the engineering functions and the underpinning contracts with OEM and service partners, so that the commitments we make externally are backed internally.
• Own the service review cadence with customers, including the difficult reviews after a bad month.
• Own how customers experience Volta operationally: responsiveness, communication quality, and whether interacting with us reduces or adds to their workload.
• Establish experience measurement alongside the SLA metrics, and act on what it tells you. A green dashboard and an unhappy customer is a failure.
• Partner with the Technical Account Managers on account-level operational relationships and with the TPM organization on deployment and transition activity.
• Build working relationships with the platform, network, infrastructure, and project engineering leaders strong enough that process holds under pressure without escalation.
• Own the operational seam where a deployment hands over into steady state service, alongside the project delivery function.
• Work with security engineering on the operational controls and evidence that our ISO 27001 and SOC 2 obligations depend on.
• Be the accountable operational counterpart our customers can call, and be credible in that role at senior level.

• 8+ years in service management or service operations, including 3+ years leading teams and managers.
• Experience building or substantially maturing a customer-facing service operations function, not only running an established one.
• Deep working knowledge of ITIL or ISO 20000 practices, applied pragmatically. You can tell the difference between process that protects the customer and process that protects the process.
• Experience running 24/7 support against contractual SLAs where breaches had financial consequences.
• Major incident command experience: you have run high-severity incidents with senior engineers in the room and kept both the response and the customer communication under control.
• Enough technical credibility in infrastructure, cloud, or data center environments to chair a major incident, challenge a root cause, and hold your own with engineering leadership.
• A track record of getting outcomes across organizational boundaries without line authority, through process, relationships, and clarity about who owes what to whom.
• Experience owning ITSM platform selection or implementation.
• Vendor and partner management, including holding suppliers to contractual service obligations.
• Senior customer-facing presence: service reviews, escalations, and the conversations that follow an outage.
• Comfortable building in an environment where the process does not exist yet and the timeline is fixed by contract.

Demonstrates extensive experience in Service Management and Operations, with a strong focus on ITIL and ISO 20000 practices. Capable of leading teams, managing major incidents, and ensuring compliance with SLAs while enhancing customer experience.

• Service Management
• ITIL Practices
• Major Incident Command
• 24/7 Support Management
• ITSM Platform Implementation

• Service Level Management
• Problem Management
• Incident Management
• Change Management
• Configuration Management
• Knowledge Management
• Continual Improvement
• Customer Communication
• Operational Controls
• Vendor Management

• Leadership
• Relationship Building
• Communication
• Problem-Solving
• Collaboration

• Service Operations
• Customer-Facing Function
• Contractual SLAs
• Operational Seam
• Escalation Management

• ITSM Platform
• ISO 20000
• ISO 27001
• SOC 2