Director, Service Operations

hace 4 días


Barcelona, Barcelona, España Vistaprint A tiempo completo
About the Role:
As a Director, Service Operations, you will play a key role in advancing our service operations and incident remediation maturity within Vista Engineering. With over 80 product teams building and operating frontends, services, data pipelines, and ML models, your expertise will be invaluable in driving initiatives to proactively improve incident preparedness and organizational maturity. You will optimize processes and systems to reduce MTTD and MTTR, champion organizational learning from incidents, and strengthen communication and stakeholder relationships.

The ideal candidate will have a Bachelor's or Master's degree in Information Technology, Computer Science, or a related field, with experience in a senior leadership role in Incident Management. Exceptional leadership, coaching, and team management skills are essential, along with familiarity with operating models in large, complex tech organizations. Strong communication and stakeholder management skills in a global organization are also necessary. A technical understanding of cloud-based architectures and systems thinking abilities are highly desirable. As a Director, Service Operations, you will lead a global, follow-the-sun team of incident managers, overseeing incident resolution to minimize customer and business impact.

Key Responsibilities:
  • Develop and implement a strategy for the Incident Management team to improve incident identification, handling, reporting, and prevention.
  • Establish clear priorities, objectives, and key results, ensuring alignment with organizational goals.
  • Lead the design and implementation of incident management procedures, enhancing the quality, rigor, and technical depth of post-mortem analyses.
  • Establish a culture of continuous learning and blameless retrospectives, fostering open communication and collaboration among team members.
  • Ensure action items get implemented, tracking progress and addressing any roadblocks that may arise.

What We Offer:
Vista offers a competitive salary range of $175,000 - $225,000 per year, commensurate with experience, plus additional benefits such as comprehensive health insurance, retirement plan, and generous paid time off.

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