Director of Operations

Schurz Communications•Denver, CO

11h•$115,000 - $130,000•Hybrid

About The Position

The Director of Operations shapes organizational performance, change management, and focuses on continual improvement opportunities across the organization. This role involves developing and executing organizational strategies and departmental business plans to support scaling, ensure high-quality service, and deliver exceptional client experiences, while also driving cost efficiency. The Director will oversee day-to-day operations, analyze team activities, and recommend procedural and system improvements to upper management. A key aspect of this role is defining and implementing operations strategy, structure, and processes, monitoring performance to identify and address efficiency gaps, and fostering a healthy, productive work culture based on knowledge gain and succession planning. The Director will manage support service activity to meet SLAs, collaborate with cross-functional teams (customer experience, sales, finance, marketing) to enhance the customer experience lifecycle, and continuously identify opportunities for operational quality and efficiency improvements through technology, tooling, metrics, and workflows. They will also design, implement, and monitor operational metrics for the engineering team, ensure strategic decisions align with the organization's business plan, strengthen client relationships, and advise on best practices for OTAVA’s cloud environment, products, and services. Adherence to and improvement of OTAVA’s procedures and change control management processes, along with managing escalations during service outages, are critical. The role requires careful project management, balancing projects with daily requests, and setting realistic customer expectations.

Requirements

Requires technological understanding of cloud infrastructures, capabilities and security model and will provide oversight for engineers building cloud-hosted solutions and integrations
10+ years of previous operations management experience and proven track record of transforming strategy into an actionable plan that delivers measurable business results
Experience leading diverse, global teams
Experience in diverse IT environments, especially client focused MSPs
Agile/Scrum/Iterative experience
Relevant experience in cloud Infrastructure principles and methodologies also previous experience in cloud engineering functions.
Experience with vendor relationship and budget management
Extensive experience with systems, network, storage, cloud, software, security, with thorough knowledge in each area.
Excellent customer service skills
Excellent verbal and written communication skills
Excellent problem-solving skills
Strong interpersonal skills
In-depth understanding of Cloud Infrastructure, Networking, and OS (Windows, Linux)
Advanced knowledge of Automation and Scripting (Python, Chef, Puppet, Ansible, etc.)
Hands-on experience with cloud computing (IaaS or PaaS) platforms
Understanding critical and data center facilities, Cloud and virtualized compute hybrid cloud foundation.
Ability to work flexible hours, including on-call work as needed
Bachelor’s Degree or relevant technical certifications required

Nice To Haves

One or more relevant industry recognized certifications: MCSA, CCNA, CISSP, CCNET, Comp TIA A+, MTA, ITIL, VMCE, VCAP

Responsibilities

Develop and execute organizational strategies and departmental business plans that support the ability to scale, create the highest quality of service, and deliver exceptional client experiences, as well as translate into cost efficiency programs
Oversee the OTAVA day-to-day operations, by analyzing team activity and making recommendations in procedures and systems to upper management
Define and implement operations strategy, structure, and processes
Monitor performance to proactively identify efficiency gaps in order to propose solutions and milestones
Maintain and nurture a healthy and productive working culture, based on knowledge gain attainment and succession planning in all operations levels
Manage support service activity towards the established SLA's
Work with several cross-functional teams like customer experience, sales, finance, and marketing to implement a successful customer experience lifecycle process
Consistently identify opportunities and solutions to improve operational quality & efficiency, including, but not limited to technology, tooling, metrics, and workflows/programs and aligning resourcing for implementation
Design, implement, and monitor all operations and key performance metrics/operational efficiency for the engineering team
Ensures strategic decisions such as staffing, development, organization, hardware acquisitions, and facilities are in line with the organizations business plan and vision
Strengthen client relationships and advise on best practices regarding OTAVA’s cloud environment, products, and services
Follow and improve upon OTAVA’s existing procedures and change control management processes
Follow a well-established escalation procedure in the event of a service outage
Carefully manage and balance projects with daily requests
Set reasonable expectations with the customers for completion of requests
Perform other duties as required to help the OTAVA team achieve its objectives
Interface with the Product Team
Change management