Director, Cloud & Managed Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead and cultivate a strategic, scalable Cloud and Managed Services team to foster ongoing business growth and enhance competitiveness.

• Establish and deploy technical IT program management frameworks, methodologies, and best practices to guarantee the successful delivery of pertinent business lines, including managed services.

• Build and sustain robust relationships with clients to deeply understand their expectations, business needs, and goals.

• Define and implement the roadmap for deployment automation, infrastructure automation, and platform engineering capabilities supporting Managed Services, SaaS, and customer-managed deployments.

• Lead and nurture the Deployment Automation Engineering team responsible for designing, constructing, maintaining, and enhancing automation tools, deployment pipelines, and operational platform capabilities.

• Set up DevOps and Platform Engineering best practices, including Infrastructure-as-Code, CI/CD pipelines, configuration management, release automation, and deployment standardization.

• Provide operational leadership for Smile's SaaS platform, ensuring high availability, scalability, reliability, operational readiness, and continuous improvement of cloud-hosted services.

• Ensure that cloud platforms are designed and operated in accordance with security-by-design principles, regulatory requirements, and organizational security policies.

• Drive standardization and automation across all deployment models to minimize manual effort, enhance deployment consistency, and expedite customer delivery.

• Engage in essential marketing, pricing, pre-sales, and sales activities for various Smile Digital Health programs as required.

• Ensure compliance with relevant contractual obligations and formulate action plans in cases of non-conformities.

• Collaborate with cross-functional teams to develop, finalize, and enhance marketing materials, RFXs, legal contracts (including but not limited to SOWs, Master Service Agreements, and Partner Contracts), and IT procurement.

• Manage strategic planning, prioritization, and resource allocation for IT programs, balancing competing priorities and stakeholder needs.

• Work alongside cross-functional teams and leaders to enhance customer engagement, experience, and ensure customer success and satisfaction.

• Lead incident and problem resolution efforts by collaborating with internal teams such as Engineering, Client Support, Privacy & Security, and Incident Management.

• Coordinate technology changes for customer environments and ensure adherence to organizational policies and ITIL practices by teams and relevant partners.

• Establish and maintain program governance structures, including steering committees, to provide oversight and guidance throughout the project lifecycle.

⛳️ Requirements

• 7+ years of experience in a senior cloud operations leadership position within IT and Cloud management services, with client consulting experience in developing, supporting, and delivering large-scale complex technological projects and initiatives in a complex healthcare technology environment.

• 5+ years of experience with a comprehensive understanding of ITSM frameworks and best practices, including networking, cloud, cybersecurity, enterprise, and IT support.

• 3+ years of experience collaborating with Cloud infrastructure and Kubernetes engineering teams to develop and deliver modern technology solutions.

• Bachelor’s Degree in Computer Science, Information Technology, Business Administration, or a related field, and/or equivalent work experience.

• Extensive experience in leading and developing leaders in software engineering, platform engineering, DevOps, and/or infrastructure engineering teams focused on automation tooling or cloud platform development.

• Proven experience in growing and scaling Cloud operations and Managed Services capabilities with a strong customer focus.

• Strong capability to influence critical strategic planning and decisions both internally and with clients.

• In-depth knowledge of emerging technologies and how healthcare organizations utilize cloud services.

• Excellent strategic thinking skills with the ability to align IT programs with business priorities and drive organizational transformation.

• Demonstrated ability to build, strengthen, maintain, and manage strong relationships with key clients, vendors, and cross-functional teams or departments.

• Professional experience in negotiating and managing client contracts or agreements related to service levels and contractual obligations.

• Profound understanding of Cloud pricing and demonstrated experience in managing budgets.

• Proven experience in building or managing deployment automation platforms utilizing Infrastructure-as-Code, CI/CD pipelines, GitOps, or similar automation frameworks.

• Experience ensuring organizational alignment with various security frameworks and industry standards, including but not limited to ITIL, HITRUST, ISO 27001/ 27017/ 27018, and SOC-2 certifications.

• Experience in implementing or operating enterprise observability platforms, including logging, metrics, tracing, monitoring, and alerting.

• Relevant certifications (e.g., CISM, CCSP, CISSP, ITIL, TOGAF) are considered an asset.

🏝️ Benefits

• Remote Work Environment

• Flexible Time Away From Work Policy including PTO, Personal, and Sick Days

• Competitive Salary and Health/Medical Benefits

• RRSP/TFSA/401K Employee Contribution

• Life and Disability Coverage

• Employee Assistance Program

• FHIR Study Program and Skillsoft Learning

• Super HAPI Fun Club