Director, Head of Service Operations
Core
Lead global 24x7 service delivery for mission-critical transit systems supporting over 40 major transit agencies worldwide, ensuring reliability and continuous improvement of customer-facing platforms.
Role type
Director, Head of Service Operations
Builds
Global 24x7 service operations for transit platforms
Domain
Transportation technology / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITIL-based service operations, SRE principles, major incident management, root cause analysis, SLA/KPI management, observability frameworks, hybrid infrastructure operations, operational transformation, team leadership
Preferred skills
None stated
Technologies
ServiceNow, SolarWinds, Dynatrace, Splunk, Azure, AWS
Responsibilities
Lead global 24x7 service operations across Service Desk, NOC, SOC, and Tier 2 teams; Manage P1/P2 incidents with rapid response and post-incident reviews; Drive SRE practices including proactive monitoring and preventative maintenance; Ensure ITIL-aligned processes for Incident, Problem, and Change Management; Oversee hybrid infrastructure across legacy data centers, Azure, and AWS; Drive operational transformation to improve maturity and standardization.
Seniority
Director, global leadership
