Director Global Technical Services

**Job Summary**:
We are seeking a **Director of Global Technical Services and Operations Management**to lead and drive process maturity and operational excellence across our IT service management (ITSM) and IT operations management (ITOM) functions including Incident response, event management, and disaster recovery. This position will have primary responsibility for leading and overseeing ITSM and ITOM functions, with additional responsibilities for 24x7 Monitoring Operations and (primarily in the EMEA and APAC Time Zones) coordinating all aspects of Technical Operations Management. Position will also be responsible for all aspects of Ingram Micro’s release management programs and processes.

This role will require strong management skills and experience managing IT functions and globally distributed teams comprised of both 3rd party and in-house resources, exceptional communication skills, both written and verbal, and a data-driven approach to managing performance using KPIs and driving oversight and governance to ensure seamless delivery of services and driving performance and accountability across partner teams and vendors, ensuring our platform meets defined availability, quality, compliance and other performance objectives.

**Key** **Responsibilities**

**Strategic Leadership & Vision**:

- Define and execute the long-term **platform engineering strategy**, aligning it with business objectives.
- Integrate **DevOps, SRE, and ITSM/ITOM** principles to create a **unified and efficient** operational model.
- Drive **automation and self-service capabilities** to enhance developer productivity and system reliability.
- Ensure high availability and reliability for **24x7 global operations**, implementing best practices for service continuity.

**Infrastructure, DevOps & Automation**:

- Oversee **cloud infrastructure (AWS, Azure, or GCP), container orchestration (Kubernetes, Docker), and CI/CD pipelines**.
- ** Implement and integrate AIOps** solutions for proactive issue detection, incident resolution, and intelligent automation.
- Drive **Infrastructure as Code (IaC)** adoption using tools like Terraform and Ansible.
- Develop and execute strategies for **cost optimization, security, and governance** across cloud environments.

**IT Operations, Service Management & Observability**:

- ** Integrate ITSM/ITOM tools (e.g., ServiceNow) into DevOps and SRE workflows** for automated incident management, change management, and service reliability.
- Enhance system visibility through **observability and monitoring tools** like **Datadog, Dynatrace, New Relic, and Splunk**.
- Drive **automation-centric service management** to improve IT operations efficiency and reduce mean time to resolution (MTTR).

**Technology & Architecture**:

- Architect and oversee **resilient, scalable, and secure platform solutions**, incorporating **AIOps, machine learning-driven automation, and event-driven architectures**.
- Implement **API-first and integration-centric approaches** for seamless interoperability across IT and engineering ecosystems.
- Ensure the **alignment of ITSM, DevOps, and cloud-native technologies** to create a highly automated and efficient operational model.

**Team Leadership & Collaboration**:

- Foster a **culture of automation, continuous improvement, and operational excellence**.
- Collaborate closely with** security, software engineering, and product teams** to streamline workflows and enhance service reliability.
- Ensure **24x7 operational excellence** by implementing **on-call rotations, automated incident response, and real-time monitoring**.

**Performance, Reliability & Incident Management**:

- Implement **SRE principles**, defining and tracking **SLAs, SLOs, and error budgets** to maintain system reliability.
- Develop and refine **incident response, root cause analysis, and post-mortem processes** using ITSM/ITOM automation.
- Optimize **service health, incident response, and operational resilience** through proactive monitoring and analytics-driven insights.

**Qualifications & Experience**:
**Required**:

- ** 10+ years of experience** in software engineering, cloud infrastructure, or platform engineering.
- ** 5+ years of leadership experience** managing **globally distributed platform, SRE, or DevOps teams in a 24x7 operational environment**.
- ** Proven expertise integrating DevOps, SRE, and ITSM/ITOM** to drive operational efficiency.
- Strong knowledge of **cloud platforms (AWS, Azure, GCP), Kubernetes, and microservices architecture**.
- ** Experience with ServiceNow, AIOps, and IT automation tools** to optimize IT operations.
- Hands-on expertise in **CI/CD pipelines, Infrastructure as Code (Terraform, Ansible), and observability tools (Datadog, Dynatrace, New Relic, Splunk)**.
- Strong background in **automation-centric approaches** to enhance **self-healing infrastructure and intelligent workflows**.
- Experience implementing **AI-driven monitoring, predictive analytics, and auto-rem