Director, Digital Operations & Service Enablement

Role Description

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.

Essential Duties and Responsibilities

• 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 Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
  • 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.

Qualifications

• Bachelor’s Degree in a related field.
• 8+ years of experience in:
  • Managed Services or IT Services operations.
  • Digital operations, observability, ITSM, or service enablement.
  • 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 (LogicMonitor a plus).
  • Automation and orchestration tools.
• Familiarity with:
  • AI-driven operations (AIOps).
  • Telemetry, logging, and performance monitoring frameworks.
• Proficient use of all Microsoft Office applications.
• Working knowledge of emerging technologies, including artificial intelligence (AI) and automation tools, with the ability to apply them to improve operational efficiency and service outcomes.

Requirements

• Strong execution focus with ability to operationalize strategy.
• Data-driven decision-making and problem-solving skills.
• Ability to influence cross-functional teams without direct authority.
• Clear communicator with strong stakeholder alignment capabilities.
• High accountability for delivering measurable improvements.

Success Measures

• Increased adoption and maturity of observability capabilities across services.
• Improved signal quality, alert accuracy, and reduction in monitoring noise.
• Increased use of automation and AI-enabled operations across core workflows.
• Reduction in manual effort and operational complexity.
• Measurable improvements in service performance, responsiveness, and reliability.
• Successful rollout and adoption of new tools, platforms, and processes.
• Improved proactive detection and reduced incident impact through enhanced observability.
• Accountable for driving measurable improvements in operational efficiency and contributing to reduced cost-to-serve and improved customer experience outcomes.

Physical Demands

The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms.
• The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl.
• The employee may occasionally lift and/or move up to 10 pounds.

Salary Compensation Range

$120,218 - $172,513 + Bonus

Company Description

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value inclusion and belonging at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.