MAIN RESPONSIBILITIES: 

• Establish and Build the Operations Center Capability: Lead the design and stand up of a new enterprise operations center capability, creating the foundational processes, governance, tooling alignment, operating model, and response disciplines needed to deliver real time service awareness, coordinated incident response, and stronger operational control across critical technology services.   

• Advance the Observability Vision and Platform Strategy: Shape and drive the enterprise observability strategy, establishing modern tools, standards, and integrations that create end to end visibility across infrastructure, cloud, digital workplace, and application services while strengthening alignment with ServiceNow and ITSM processes. 

• Strengthen Reliability Through Insight and Automation: Transform operational performance by improving signal quality, reducing event noise, expanding automation, and leveraging meaningful service metrics and analytics to enable faster detection, quicker restoration, and more resilient technology services.   

• Build an Integrated Service Assurance Model: Develop an integrated service assurance model that aligns internal teams and service providers within the defined Product Operating Model and established SIAM processes, creating clearer accountability, stronger cross functional coordination, and product aligned operational support to improve reliability, resilience, and continuous service improvement. 

CANDIDATE PROFILE 

• Bachelor's degree required in Information Technology, Computer Science, Engineering, Information Systems, or a related technical discipline.  

• Relevant certifications in IT service management, cloud, reliability engineering, or operational disciplines are preferred, such as ITIL, SRE, or major platform certifications. 

• At least 13+ years of progressive experience in enterprise technology operations, infrastructure, observability, service management, or related technology functions, including leadership responsibility in complex environments. 

• Demonstrated experience building and maturing enterprise operations or service assurance capabilities, with deep expertise in observability, monitoring, event management, incident response, and enterprise tooling such as ServiceNow across infrastructure, cloud, network, digital workplace, and application environments. 

• Experience with enterprise monitoring, observability, event correlation, and ITSM platforms, including integration with ServiceNow or similar service management tooling. 

• Proven experience operating within established SIAM processes and governance models, with the ability to coordinate effectively across internal teams and strategic service providers. 

• Experience supporting or working within a defined Product Operating Model, aligning operational support and service assurance capabilities to product and business service ownership. 

• Strong business acumen with demonstrated ability to leverage service metrics, operational trends, and performance insights to improve reliability, resilience, user experience, and enterprise outcomes while reducing risk. 

• Experience driving automation, continuous improvement, and operational maturity in large scale enterprise environments. 

• Proven ability to lead through organizational change and build new capabilities by establishing vision, structure, accountability, and execution discipline.  

• Strong people leadership skills, including the ability to coach, develop, and inspire technical teams while fostering a culture of accountability, service orientation, and continuous improvement. 

• Excellent verbal and written communication skills, with the ability to translate complex operational and technical topics into clear, actionable messages and provide calm, effective executive communication during major incidents and high‑pressure situations 

• Demonstrated stakeholder management and influencing skills, including the ability to align diverse, matrixed teams and multiple service providers around shared goals, operating standards, and service outcomes—often without direct authority. 

• Strong strategic thinking capability, with the ability to define and execute a roadmap for operations and observability maturity while balancing long-term transformation with day-to-day operational effectiveness. 

• Proven analytical and problem-solving skills, with the ability to identify patterns, determine root causes, and drive sustainable improvements aligned to operational excellence and customer outcomes. 

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