Director, Cloud & Managed Services

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

📋 Description

• Lead and cultivate a strategic and scalable Cloud and Managed Services team that fosters ongoing business growth and competitiveness.

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

• Develop and nurture robust relationships with clients to gain a comprehensive understanding of their expectations, business needs, and goals.

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

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

• Establish best practices for DevOps and Platform Engineering, 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 cloud platforms are designed and operated in alignment with security-by-design principles, regulatory requirements, and organizational security policies.

• Drive standardization and automation across all deployment models, minimizing manual effort, enhancing deployment consistency, and expediting customer delivery.

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

• Ensure compliance with relevant contractual obligations and develop and execute action plans in case 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 with cross-functional teams and leaders to enhance customer engagement, experience, and ensure customer success and satisfaction.

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

• Coordinate technology changes for customer environments and ensure compliance with organizational policies and ITIL practices.

• 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 role within IT and Cloud management services, with client consulting experience in developing, supporting, and delivering large-scale complex technological projects and initiatives in a challenging healthcare technology environment.

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

• 3+ years of experience working 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.

• Significant experience in leading and developing leaders in software engineering, platform engineering, DevOps, and/or infrastructure engineering teams that focus on automation tools or cloud platform development.

• Proven experience in scaling Cloud operations and Managed Services capabilities with a strong customer-centric approach.

• Strong aptitude for influencing strategic planning and decisions internally and with clients.

• In-depth knowledge of emerging technologies and how healthcare organizations leverage 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 solid relationships with critical clients, vendors, and cross-functional teams and/or departments.

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

• Deep understanding of Cloud pricing and demonstrated experience in budget management.

• Proven experience in building or managing deployment automation platforms using 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 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 Insurance

• Employee Assistance Program

• FHIR Study Program and Skillsoft Learning

• Super HAPI Fun Club