Director, Technical Shared Services

This is a fully remote position, open to applicants in Illinois, +3 more states.

📋 Description

• Develop and implement a long-term vision and operational model for Technical Shared Services.

• Align various teams and disciplines under a unified strategy, service framework, and operational standards.

• Promote accountability, customer service, continuous improvement, and operational excellence.

• Lead managers and individual contributors across a range of technical service functions.

• Establish enterprise-wide service delivery standards, SLAs, KPIs, and performance metrics.

• Create scalable processes to enhance responsiveness, reliability, and efficiency.

• Advance standardization across support, release management, access management, and data operations.

• Identify opportunities for automation and enhance service delivery through tools and AI-enabled capabilities.

• Oversee Level 1 and Level 2 support organizations for incident management, issue resolution, and operational stability.

• Establish escalation paths and support models for business-critical applications.

• Drive root cause analysis and continuous improvement to minimize recurring incidents.

• Collaborate with engineering teams to enhance system reliability and operational readiness.

• Create a scalable release management framework across enterprise platforms.

• Lead release planning, deployment governance, release readiness assessments, and change control.

• Enhance deployment quality, release velocity, and operational stability.

• Collaborate with engineering leadership to modernize CI/CD and release practices.

• Supervise operational support for enterprise data platforms, pipelines, reporting services, and integrations.

• Ensure prompt resolution of data quality and operational issues.

• Partner with data engineering and analytics teams to develop sustainable support models and operational ownership.

• Lead system provisioning, deprovisioning, role management, and access governance.

• Collaborate with security, compliance, and audit teams to ensure that access controls comply with enterprise standards.

• Promote automation and self-service capabilities where applicable.

• Build relationships across Product, Engineering, Security, Operations, Finance, Sales, Customer Success, and Support.

• Influence enterprise leaders to embrace standardized service models and governance practices.

• Develop multi-year roadmaps to support growth, scalability, and operational resilience.

• Lead organizational transformation initiatives and encourage the adoption of new operating models.

⛳️ Requirements

• 15+ years of experience in leading technical operations, support, engineering services, or enterprise technology organizations.

• 5+ years of experience in leading managers and large cross-functional teams.

• Proven track record in building or transforming enterprise shared services organizations.

• Experience in leading one or more areas: Production Support, Site Reliability/Operations, Release Engineering, DevOps, Data Operations, Identity and Access Management, or Enterprise Application Support.

• Demonstrated success in driving organizational change and transforming operating models.

• Experience in developing service management frameworks, SLAs, operational metrics, and governance processes.

• Strong executive communication and stakeholder management abilities.

• Preferred: experience supporting enterprise platforms such as Salesforce, ERP, Data Platforms, Marketing Technology, Customer Success, or Finance systems.

• Preferred: experience in implementing automation, AI-assisted operations, or self-service capabilities.

• Preferred: familiarity with ITIL, SRE, DevOps, Agile, and modern service management practices.

• Preferred: experience in operating within a global enterprise environment.

🏝️ Benefits

• Health and financial benefits.

• Time away.

• Everyday wellness.

• Annual cash bonuses.

• Stock grants.

• Comprehensive benefits package.

• Possible in-person onboarding and/or in-person ID verification.