Director Global Operations

Zelis • Boston, MA

2d • Hybrid

About The Position

Zelis is seeking a Director, Global Technology Operations to build and scale a modern global operations practice within Technology. This is a high-impact leadership role for a builder who thrives in transformation, brings a Lean mindset, and is energized by creating structure, process, and operating discipline where it does not yet fully exist. This leader will help stand up and mature a Global Technology Operations model that currently spans the United States and India, with the expectation that the function will expand over time to support additional capabilities and geographies. The ideal candidate combines operational excellence, service management depth, people leadership, and a growth mindset with the ability to turn strategy into scalable execution. This role is well suited for a leader who has built or transformed technology operations, service delivery, or global support functions and knows how to create repeatable, measurable, and resilient operating models that scale.

Requirements

• 10+ years of progressive leadership experience in Technology Operations, IT Operations, Service Delivery, Infrastructure Operations, Platform Operations, or a related field.
• 5+ years leading managers and distributed teams in a complex, matrixed environment.
• Proven experience building, scaling, or transforming an operations function or global operating model.
• Strong experience with service management and operational disciplines such as incident, problem, and change management.
• Demonstrated ability to create measurable improvements through process design, standardization, and continuous improvement.
• Experience leading global or multi-region teams, ideally including the US and India.
• Strong executive communication skills and the ability to influence across technical and business stakeholders.
• Track record of building strong teams, developing leaders, and driving accountability.
• Experience using metrics and operational data to improve performance and guide decisions.

Nice To Haves

• Experience in healthcare, fintech, payments, or other regulated environments.
• Experience standing up or scaling a Global Operations Center, NOC, service operations, or similar capability.
• Familiarity with observability, configuration management, automation, and ITSM platforms.
• Experience supporting infrastructure modernization, cloud operations, or enterprise-scale transformation initiatives.
• Lean, Six Sigma, ITIL, or similar operational excellence background.
• Experience in high-growth, integration, or transformation environments.

Responsibilities

• Build and lead a Global Technology Operations practice that supports a growing, multi-geo technology organization.
• Define and implement the operating model, governance, service delivery framework, and performance rhythms for the function.
• Establish scalable processes, playbooks, and operational standards that improve consistency, quality, and efficiency.
• Drive operational maturity across key disciplines including incident management, problem management, change management, service management, operational readiness, observability, and configuration management.
• Partner closely with leaders across infrastructure, engineering, security, service management, and enterprise technology to improve execution and service outcomes.
• Create and track KPIs, dashboards, and review mechanisms that measure performance, productivity, quality, scalability, and customer experience.
• Identify and execute opportunities to automate repeatable work, reduce operational toil, and improve reliability.
• Strengthen cross-functional collaboration and global handoffs across teams in the US and India.
• Build organizational capability through hiring, coaching, leadership development, and clear accountability.
• Help shape the long-term roadmap for a global operations capability that can expand in scope, maturity, and geography over time.

Benefits

• Zelis’ full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection.
• The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 1-10 employees