Service Operations Director - Evinova

WHY JOIN US?Evinova is a health-tech business focused on accelerating better health outcomes by advancing digital transformation across the life sciences sector. By combining science-based expertise, evidence-led rigor, and deep human insight, we design digital solutions that enable healthcare to work better for everyone. Operating at the intersection of healthcare, technology, data, and analytics, we are helping unlock the full potential of digital health, transforming how clinical research is conducted, how care is delivered, and how patients experience healthcare. Our solutions are built to scale, driving efficiency, improving decision-making, and ultimately delivering better outcomes for patients worldwide.At Evinova, we are driven by a shared purpose to transform health through data and digital innovation. Our teams collaborate across disciplines to solve complex challenges, continuously learning and evolving in a fast-paced, high-impact environment.We also recognize the importance of flexibility and balance. Our ways of working support both individual needs and team collaboration. To foster connection and collaboration, employees are expected to work from the office three days per week, creating opportunities for in-person teamwork, innovation, and meaningful connection.The Problem You’ll Solve:Evinova is growing fast. Our platform supports critical work in clinical trials and digital health, our customers span the globe, and the stakes of any disruption are real. As we scale, so does the need for a dedicated, expert-led function that owns how we respond when things go wrong — and how we make sure they go wrong less often.This role exists to build and lead that function.The Role:We’re looking for a Service Operations Director who thrives in complexity, leads with calm authority under pressure, and cares as much about the people affected by an incident as the technical resolution itself. This is a coordination and process leadership role — but is a connection point for engineering, product, and customer experience.At Evinova, an incident is anything that prevents our engineers from doing their best work or our customers from being served: production outages, deployment failures, pre-production degradation, and internal tooling issues all fall within your remit. You will be the one person who owns the response, every time.You’ll work closely with our Customer Service team, who manage direct customer relationships during issues and outages. You’ll give them the structure, information, and communications support they need to keep our customers informed and confident — even when things are going wrong.What You’ll Do:Own Every Incident, End to EndServe as the single accountable coordinator for all production incidents, leading War Room response sessions and driving resolution.Coordinate and manage all internal incidents — including deployment failures, pre-production performance degradation, staging outages, and any platform-level or P1/P2 severity tooling or environment issue that prevents engineers from doing their work.Apply and refine Evinova’s tiered incident response plan, ensuring the right people are mobilized based on severity and customer impact.Authorize emergency change actions (ECA) during incidents where standard change processes cannot be followed.Chair blameless post-incident reviews, producing clear action items and ensuring follow-through.Build the Structures That Prevent the Next OneDevelop and maintain incident response playbooks, runbooks, and escalation paths.Own our on-call processes, on-call tool configuration, on-call schedules, and global handoff protocols.Track and report on incident KPIs — MTTD, MTTR, repeat incidents — and present trends to leadership.Partner with engineering leads to drive continuous improvement in platform reliability and incident preparedness.Connect Engineering with the BusinessOwn all stakeholder and executive communications during active incidents, providing timely and accurate updates. Coordinate with our customer service teams for all customer-facing communication and interactions.Own customer-facing incident communications — including status page updates, post-incident summaries, and reusable comms templates.Own the process for publishing product documentation, user guides, and release notes — ensuring content reaches the right audiences at the right time, without owning the writing itself.What You Bring:Must-Have Experience and SkillsBachelor's Degree in a related field8+ years of experience in incident management, technical program management, or platform/cloud operations in an engineering organization.Proven ability to lead cross-functional teams calmly and decisively under pressure.Excellent written and verbal communication skills, including experience communicating with senior leadership during live incidents.Familiarity with ITIL or similar incident and change management frameworks.Hands-on experience with on-call tooling — PagerDuty, Splunk On-Call, or equivalent.Hands-on experience with observability and monitoring platforms — Datadog, Splunk, CloudWatch, Grafana, or equivalent.Strong understanding of cloud infrastructure (AWS preferred) and modern SaaS architecture.Experience running post-incident reviews and building a culture of blameless continuous improvement.Highly Preferred Experience and SkillsBackground in health tech, regulated software environments, or high-availability platforms.Experience with ITSM platforms — ServiceNow, Jira Service Management, or equivalent.Familiarity with SLO/SLI and error budget frameworks.Experience managing distributed, multi-timezone on-call rotations and global handoff protocols.Experience building or owning documentation publishing workflows across engineering organizations.Experience with software engineering practices to help close down issues preventing our engineers from working.A Little More About the Role:If you are a seasoned Service Operations professional, you should already know that given the nature of this role you may not have a 100% standard schedule. Feel free to ask for more specifics about this role’s requirements, we want to ensure our employees are happy.We serve customers across the globe, from North America and Europe to Asia, and that means our work doesn’t follow a single time zone or a standard 40-hour week. We’re a scale-up, and the pace reflects that. We trust our people to own their schedules, show up for their teams, deliver for our customers, and stay connected across regions when it counts. We do our best to protect your working hours and avoid regular disruptions outside of them, though most roles by their nature require more flexibility in the mornings or evenings depending on location.If you thrive in an environment where the work is meaningful, the hours are real, and flexibility goes both ways, you’ll fit right in here.SO, WHAT’S NEXT?To be considered for this exciting opportunity, please complete the full application on our website at your earliest convenience – it is the only way that our Recruiter and Hiring Manager can know that you feel well qualified for this opportunity. If you know someone who would be a great fit, please share this posting with them.Where can I find out more?Explore what we’re building: Stay connected and see our impact in action: Apply today to bring smarter, faster clinical trials to life!Evinova is an equal opportunity employer that is committed to diversity and inclusion and providing a workplace that is free from discrimination. Evinova is committed to accommodating persons with disabilities. Such accommodation is available on request in respect of all aspects of the recruitment, assessment and selection process and may be requested by emailing View email address on click.appcast.io.#LI-HybridThe annual base pay for this position ranges from $166,000 - $220,000 USD. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program. Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans.Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Date Posted14-Aug-2026Closing Date10-Sept-2026Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.SummaryLocation: US - Gaithersburg - MDType: Full time