Axway

Senior Director, Services

Axway • $160K — $200K *
Scottsdale, AZ 85254In-Person
Technical Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 10+ years in cloud infrastructure and operations, including 4-5 years in senior leadership roles.
  • Proven experience managing SLA-driven cloud operations for SaaS or managed services.
  • Hands-on proficiency with AWS and/or Azure, and understanding of hybrid cloud architectures.
  • Strong knowledge of cloud-native technologies including Kubernetes and microservices.
  • Experience with observability platforms in production environments at scale.
  • Demonstrated leadership in incident management with ability to manage high-pressure situations.
  • History of building high-performing global operations teams.

Responsibilities

  • Own global SLA/SLR performance for cloud environments, ensuring accountability to customers.
  • Build and oversee rigorous operational reporting, including weekly reviews and KPI trends.
  • Drive disciplined problem management to eliminate recurring incidents and enforce resolution.
  • Lead incident command for high-priority events, ensuring thorough communication and resolution.
  • Establish and enhance the global incident management framework for efficiency.
  • Develop and mentor the operations team while structuring it for scalability and resilience.
  • Serve as the escalation point for strategic customers during major incidents and communicate service improvements.

Benefits

  • Hybrid work schedule with 2 days on-site each week.
  • Opportunities for professional development and mentorship.
  • Engagement with senior leadership and high-level strategic customers.
  • Involvement in implementing innovative technologies such as AIOps and automation.
  • Dynamic workplace culture emphasizing accountability and continuous improvement.
Full Job Description
Overview

We are seeking our new Senior Director/VP of Cloud Operations to join the Axway team!

The Senior Director/VP of Cloud Operations & Resilience is a senior leadership role with end-to-end accountability for the operational health of Axway's cloud environments globally. You will lead a geographically distributed team spanning the Americas and APAC, owning the full incident-to-insight lifecycle across Axway's SaaS and managed cloud platforms.

Location: Scottsdale, AZ

Hybrid: 2 Days Onsite per Week

Responsibilities

SLA Delivery & Operational Governance
  • Own global SLA/SLR performance across Axway's cloud environments (AWS, Azure), with accountability to customers.
  • Build and govern a rigorous operational reporting cadence - weekly ops reviews, monthly KPI trends, quarterly business review inputs - that leadership and customers can rely on.
  • Drive problem management as a discipline: eliminate repeat incidents, enforce root-cause resolution, and publish improvement commitments with measurable outcomes.

Incident Management
  • Lead incident command for P1/P2 events - clear ownership of resolution, customer communication, and post-incident review.
  • Establish and continuously improve the global incident management framework: escalation paths, war room protocols, tooling, and SLA breach prevention.
  • Ensure the 24x7 on-call model is sustainable, well-structured, and appropriately staffed across regions-EMEA, Americas, and India.

Team Leadership
  • Lead, mentor, and develop the COR team -leads and regional operations managers across.
  • Define the structure: build for scale and 24x7 resilience without proportional headcount growth.
  • Set a high bar for hiring and performance: engineering-first mindset, strong incident discipline, and a culture of accountability and continuous improvement.

Customer & Executive Engagement
  • Serve as the senior escalation point for strategic customers during major incidents - leading war rooms, post-incident briefings, and service improvement commitments.
  • Translate operational performance data into clear business narratives for the Axway C-suite and customer QBRs.
  • Coordinate closely with Cloud Activation & Provisioning (CAP) and Cloud Security Operations to ensure a seamless customer experience across the full cloud lifecycle.

AIOps, Automation & Innovation
  • Lead COR's adoption of AIOps - anomaly detection, automated triage, predictive capacity, and intelligent alerting - identifying and scaling high-ROI use cases.
  • Build a culture of operational experimentation: pilot AI-driven tooling, measure impact rigorously, and scale what works.
  • Advance Axway's observability maturity - from reactive alerting to predictive, AI-assisted monitoring using Dynatrace or an equivalent.
  • Drive automation of operational runbooks and self-healing infrastructure to shorten MTTR and reduce manual effort systematically.
  • Work with Cloud Standards & Governance (CSG) to ensure operational standards are codified, enforced, and measurable.


Qualifications

Required Experience:
  • 10+ years in cloud infrastructure and operations, with at least 4-5 years in senior leadership (Director or VP level) managing multi-region teams.
  • Proven track record running large-scale, SLA-driven cloud operations for a SaaS or managed services business serving enterprise customers.
  • Hands-on experience with AWS and/or Azure at scale; solid understanding of hybrid cloud architectures and their operational implications.
  • Strong grounding in cloud-native technologies: Kubernetes, containers, microservices, infrastructure-as-code, CI/CD pipelines.
  • Experience deploying and operating observability platforms in production at scale.
  • Demonstrated incident management leadership - able to run a P1 war room under pressure and drive a rigorous post-incident process.
  • Track record of building and scaling high-performing operations and engineering teams across geographies and time zones.
  • Strong organisational design instincts - knows how to structure a global ops team for clarity, accountability, and scale.
  • Leads through influence as well as authority: able to align product, engineering, and security stakeholders around operational priorities.


Preferred Experience:
  • Familiarity with Axway products - MFT (SecureTransport, CFT), B2B Integration (B2Bi), API Management - or experience operating similar middleware and integration platforms at scale.
  • Experience in a managed services or multi-tenant SaaS delivery model, where operational decisions have direct contractual and commercial consequences.
  • Background in compliance-heavy environments (financial services, healthcare, government) with data residency, audit, and security requirements.
  • Formal grounding in ITIL, SRE frameworks, or reliability engineering practice.


About Axway

Axway is a French software company that provides infrastructure software for digital business. The company was founded in 2001 and has since grown to become a leading provider of software solutions for enterprise integration, API management, and identity management. Axway's products are used by over 11,000 organizations worldwide, including many of the world's largest companies. The company is committed to innovation and has a strong focus on research and development. Axway is also committed to sustainability and has set ambitious targets for reducing its environmental impact. The company operates in over 100 countries and has a strong presence in Europe, North America, and Asia.
Learn more about Axway
Size
1,900 employees
Industry
Enterprise Technology
* Ladders Estimates

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