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. Requirements 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. Highest-signal resume keywords Service Management ITIL Practices Major Incident Command 24/7 Support Management ITSM Platform Implementation ATS Optimization Keywords Hard Skills Service Level Management Problem Management Incident Management Change Management Configuration Management Knowledge Management Continual Improvement Customer Communication Operational Controls Vendor Management Soft Skills Leadership Relationship Building Communication Problem-Solving Collaboration Industry Keywords Service Operations Customer-Facing Function Contractual SLAs Operational Seam Escalation Management Tools & Technologies ITSM Platform ISO 20000 ISO 27001 SOC 2 #J-18808-Ljbffr