Digital Operations Center Leader

The Digital Operations Center Leader is responsible for defining and executing the enterprise strategy for proactive service operations, reliability engineering, and digital operational excellence. This leader will transform a traditional command center into a modern, intelligence-driven Digital Operations Center (DOC) that leverages observability, automation, AI, and predictive analytics to deliver exceptional teammate experiences while improving enterprise service reliability. This role provides strategic oversight of the enterprise Digital Operations Center, Major Incident Management, Monitoring & Observability, Event Management, and the evolution of Site Reliability Engineering (SRE). The Director will also manage the third-party managed services provider responsible for delivering 24x7 Digital Operations capabilities, ensuring services are outcome-based, continuously improving, and aligned with business objectives.

Responsibilities

Develop and execute the enterprise Digital Operations strategy aligned with Business Resilience and Service Management objectives; Build and lead a command center that is modern, AI-enabled and focused on proactive detection, prediction, and automated response; Establish enterprise standards for monitoring, observability, event management, and service health across infrastructure, cloud, applications, networks, endpoints, and business services; Lead and mature Major Incident Management, ensuring rapid detection, coordinated response, effective communications, and continual improvement; Build and mature Site Reliability Engineering (SRE) practices focused on improving availability, reliability, resiliency, and operational excellence; Drive adoption of AI, automation, intelligent event correlation, predictive alerting, and self-healing capabilities to improve scalability and reduce manual effort; Develop operational dashboards and executive reporting focused on business service health, customer experience, operational trends, and service reliability; Lead the strategic relationship with the managed services provider, establishing governance, performance metrics, continual improvement plans, and accountability for outcomes; Partner closely with Infrastructure, Security, Service Management, End User Computing, Enterprise Applications, and Business leaders to improve operational maturity and customer experience; Drive root cause elimination and continual service improvement through Problem Management, analytics, and engineering discipline

Requirements

ITIL 4 certification or equivalent experience in the space; 10+ years of progressive IT Operations leadership experience; Experience leading Digital Operations Centers, NOCs, Command Centers, or equivalent enterprise operations functions; Strong knowledge of Monitoring & Observability, Incident Management, Event Management, Problem Management, and Service Reliability; Experience managing large managed service providers; Experience leading enterprise operational transformation initiatives; Excellent executive communication and stakeholder management skills

Nice to have

Experience with Site Reliability Engineering (SRE); Experience with ServiceNow ITSM/ITOM; Experience with observability platforms such as Datadog, Dynatrace, Splunk, AppDynamics, New Relic, or Grafana; Experience implementing AIOps, DEX, and cloud operations

Benefits

Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance; Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement; Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services; Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more