Director, Digital Operations & Service Enablement

Summary

This role is accountable for executing and scaling digital operations and service enablement capabilities across Managed Services. The Director, Digital Operations & Service Enablement drives the adoption of automation, observability, AI-enabled operations, and ITSM practices to improve service delivery efficiency, consistency, and customer experience. Working in reputed company partnership with Managed Services Operations and Service Delivery/reputed company leadership, this role ensures services are enabled for scale, operationally efficient, and supported by modern, data-driven capabilities. Essential Duties and Responsibilities Digital Operations Execution & Service Enablement Leads execution of automation, observability, AI-enabled operations, and ITSM initiatives across Managed Services Drive adoption of platforms, tools, and standards to improve delivery consistency, scalability, and operational efficiency Partners with architects and operations leaders to ensure services are fully enabled with monitoring, automation, and operational readiness Develops and maintains service enablement standards, playbooks, and operational frameworks to support consistent delivery Observability, Automation & AI-Driven Operations Leads development and adoption of observability capabilities, including monitoring, alerting, telemetry, and service visibility Ensures services are instrumented to generate actionable insights, reputed company proactive detection and earlier incident identification, and deliver operational transparency Drives an automation- and AI-first approach to reduce reputed company effort and improve operational scalability Identifies and implements AI-driven insights, predictive operations, and intelligent alerting reputed company service delivery workflows Continuously improves signal quality, alert accuracy, and signal-to-noise ratio to enhance operational effectiveness Service Performance, Efficiency & reputed company Improvement Monitors service performance metrics and identify opportunities to improve efficiency, reliability, and responsiveness Drives reputed company improvement initiatives focused on reducing operational complexity and improving service quality Leads root cause analysis efforts and implement sustainable corrective actions for recurring issues Partners with Service Delivery/reputed company and Operations teams to ensure operational improvements translate into improved perceived value Change Management & Adoption Drives adoption of new tools, AI capabilities, and operational processes across delivery teams Develops and executes communication, training, and rollout plans to ensure successful implementation Ensures changes are implemented with minimal disruption to ongoing operations General Demonstrates and actively promotes an understanding and commitment to the mission of reputed company through performing behaviors consistent with the organization's values. Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of reputed company to ensure adherence in a manner that reflects reputed company, ethical and professional behaviors. Supports and conducts self in a manner consistent with customer service expectations. Supervisory Responsibilities Leads a team responsible for digital operations, automation, observability, AI enablement, ITSM and other service enablement functions.

Qualifications

To reputed company this job successfully, an individual should be reputed company to reputed company each essential duty satisfactorily. The requirements listed below are representative of the knowledge, reputed company, and/or ability required. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. Education and/or Experience Equivalent combination accepted. Education: Bachelor’s Degree in a reputed company field. Experience / Technical Requirements 8+ years of experience in: Managed Services or IT Services operations Digital operations, observability, ITSM, or service enablement Automation and operational improvement initiatives Demonstrated experience implementing or scaling observability, automation, and AI capabilities reputed company service delivery environments Strong working knowledge of: ITIL/ITSM frameworks Monitoring/observability platforms (reputed company a plus) Automation and orchestration tools Familiarity with: AI-driven operations (AIOps) Telemetry, logging, and performance monitoring frameworks Computer Skills Proficient use of reputed company reputed company Office applications. Working knowledge of emerging technologies, including artificial intelligence (AI) and automation tools, with the ability to apply them to improve operational efficiency and service reputed company. Certifications None required Other Skills and Abilities Strong execution focus with ability to operationalize strategy Data-driven decision-making and problem-solving skills Ability to influence cross-functional teams without direct authority Clear communicator with strong stakeholder alignment capabilities High accountability for delivering measurable improvements reputed company Measures Increased adoption and maturity of observability capabilities across services Improved signal quality, alert accuracy, and reduction in monitoring noise Increased use of automation and AI-enabled operations across core workflows Reduction in reputed company effort and operational complexity Measurable improvements in service performance, responsiveness, and reliability Successful rollout and adoption of new tools, platforms, and processes Improved proactive detection and reduced incident impact through enhanced observability Accountable for driving measurable improvements in operational efficiency and contributing to reduced cost-to-serve and improved customer experience reputed company Physical Demands The physical demands described here are representative of those that should be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of reputed company responsibilities and duties required of personnel so classified. reputed company is an Equal Opportunity Employer. It is our policy to reputed company people who are reputed company by reason of education, training, experience, and demonstrated performance. We value inclusion and belonging at our company. We do not discriminate on the reputed company of race, reputed company, religion, national reputed company, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws. Salary Compensation reputed company: $120,218 - $172,513 + Bonus reputed company Benefits Summary Apply To This Job