The Director, Technical Shared Services will lead the Technical Shared Services organization, defining a unified strategy for enterprise-wide support and operational functions. This leader will manage teams across Level 1 and Level 2 Production Support, Release Engineering, Data Services Support, and Enterprise System Access Management. Key responsibilities include developing scalable operating models, establishing service delivery standards, and driving standardization across support, release management, and data operations. The role involves building automated processes, managing incident resolution, and overseeing system provisioning and access governance. Candidates must demonstrate expertise in ITIL, SRE, DevOps, and Agile practices. The position solves the business problem of creating a high-performing, reliable shared services framework that improves deployment quality, operational stability, and service delivery across diverse technical platforms and enterprise systems.
Develop and execute a long-term vision and operating model for the Technical Shared Services organization.
Align multiple teams under a common strategy, service framework, and set of operational standards.
Establish enterprise-wide service delivery standards, SLAs, KPIs, and performance metrics.
Lead Level 1 and Level 2 support organizations for incident management and operational stability.
Establish a predictable, scalable release management framework and deployment governance across enterprise platforms.
Oversee operational support for enterprise data platforms, pipelines, and reporting services.
Lead enterprise processes for system provisioning, role management, and access governance.
Identify opportunities to automate manual processes through tooling and AI-enabled capabilities.
What we're looking for
15+ years of experience leading technical operations, support, engineering services, or enterprise technology organizations.
5+ years of experience leading managers and large cross-functional teams.
Proven experience building or transforming enterprise shared services organizations.
Experience leading functions including Production Support, Site Reliability, Release Engineering, DevOps, Data Operations, Identity and Access Management, or Enterprise Application Support.
Demonstrated success driving organizational change and operating model transformation.
Experience developing service management frameworks, SLAs, operational metrics, and governance processes.
Strong executive communication and stakeholder management skills.
Experience supporting enterprise platforms, implementing AI-assisted operations, or operating in a global enterprise environment (preferred).