Job Title: Director of Operations (Delivery & Operations)Experience: 15+ YearsRole OverviewThe Director of Engineering & Operations is a strategic, cross-functional leader responsible for driving engineering excellence, operational efficiency, and customer-centric delivery. This role integrates technical leadership, service delivery, and client engagement to ensure end-to-end success across platforms, projects, and customer portfolios.
You will lead multi-disciplinary teams spanning software engineering, DevOps, infrastructure, and
customer success, aligning execution with business objectives, operational KPIs, and client satisfaction outcomes.
Key ResponsibilitiesDelivery Leadership- Lead, mentor, and scale high-performing teams across software engineering, DevOps, and infrastructure operations.
- Establish and enforce engineering best practices, including coding standards, CI/CD pipelines, and release management frameworks.
- Drive architecture governance, performance optimization, and innovation across products and platforms.
- Oversee capacity planning, workforce strategy, and talent development, ensuring teams are equipped to meet growth objectives.
Operations Management- Design and continuously improve operational frameworks focused on reliability, scalability, cost efficiency, and service resilience.
- Oversee cloud infrastructure environments (AWS, Azure, GCP, or hybrid), emphasizing automation, observability, and security.
- Lead SLA governance, incident management, and root cause analysis, applying ITIL, Lean, or Agile Operations practices.
- Implement and monitor performance dashboards, KPIs, and SLOs to drive predictability and service excellence.
Accounts & Client Management- Build and maintain executive-level relationships with key customers and strategic partners.
- Serve as the primary escalation point, ensuring rapid resolution and clear communication during critical incidents.
- Partner with Sales, Product, and Customer Success to identify growth opportunities and deliver value-driven outcomes.
- Ensure service delivery excellence, contract compliance, and successful renewal strategies.
Strategic & Financial Oversight- Own budgeting, financial planning, and cost optimization, ensuring efficient allocation of engineering and operational resources.
- Align technology roadmaps with business strategies to maximize ROI and long-term scalability.
- Contribute to executive decision-making, risk management, and strategic planning initiatives.
- Champion digital transformation, automation, and innovation to continuously modernize operations.
Qualifications & Experience- Education: Bachelor's or master's degree in computer science, Engineering, or a related field (MBA preferred).
- Experience: 15+ years in progressively senior roles across engineering, operations, and client facing leadership, ideally within SaaS, cloud, or technology-driven environments.
- Proven success leading cross-functional teams and managing large-scale, multi-million-dollar
- delivery portfolios.
Strong technical expertise in areas such as:
- Cloud platforms (AWS, Azure, GCP)
- DevOps and CI/CD ecosystems
- Microservices and distributed architectures
- Enterprise application delivery
- Demonstrated ability to improve operational KPIs, scale teams, and maintain high levels of customer satisfaction.
- Exceptional communication, stakeholder management, and executive presentation skills.
Core Competencies- Strategic Thinking & Business Acumen
- Technical Leadership & Architecture Oversight
- Operational Excellence & Process Optimization
- Client Engagement & Relationship Management
- Financial Management & Cost Optimization
- Cross-Functional Leadership & Collaboration
