Service Operations Director - Evinova

AstraZeneca • Gaithersburg, MD

6d • Hybrid

About The Position

Evinova is a fast-growing health-tech business within the AstraZeneca Group, focused on accelerating digital health solutions in the life sciences sector. The company is seeking a Service Operations Director to build and lead a function responsible for incident response and prevention. This role is crucial for managing disruptions, ensuring platform reliability, and supporting customer experience during critical incidents. The position requires a leader who can manage complexity, lead under pressure, and coordinate effectively with engineering, product, and customer experience teams. The role involves owning incident response end-to-end, developing preventative structures, and acting as a key liaison between engineering and business stakeholders.

Requirements

• 8+ years of experience in incident management, technical program management, or platform/cloud operations in an engineering organization.
• Proven ability to lead cross-functional teams calmly and decisively under pressure.
• Excellent written and verbal communication skills, including experience communicating with senior leadership during live incidents.
• Familiarity with ITIL or similar incident and change management frameworks.
• Hands-on experience with on-call tooling — PagerDuty, Splunk On-Call, or equivalent.
• Hands-on experience with observability and monitoring platforms — Datadog, Splunk, CloudWatch, Grafana, or equivalent.
• Strong understanding of cloud infrastructure (AWS preferred) and modern SaaS architecture.
• Experience running post-incident reviews and building a culture of blameless continuous improvement.

Nice To Haves

• Background in health tech, regulated software environments, or high-availability platforms.
• Experience with ITSM platforms — ServiceNow, Jira Service Management, or equivalent.
• Familiarity with SLO/SLI and error budget frameworks.
• Experience managing distributed, multi-timezone on-call rotations and global handoff protocols.
• Experience building or owning documentation publishing workflows across engineering organizations.
• Experience with software engineering practices to help close down issues preventing our engineers from working.

Responsibilities

• Own every incident, end to end, serving as the single accountable coordinator for all production incidents, leading War Room response sessions and driving resolution.
• Coordinate and manage all internal incidents, including deployment failures, pre-production performance degradation, staging outages, and any platform-level or P1/P2 severity tooling or environment issue that prevents engineers from doing their work.
• Apply and refine Evinova’s tiered incident response plan, ensuring the right people are mobilized based on severity and customer impact.
• Authorize emergency change actions (ECA) during incidents where standard change processes cannot be followed.
• Chair blameless post-incident reviews, producing clear action items and ensuring follow-through.
• Develop and maintain incident response playbooks, runbooks, and escalation paths.
• Own our on-call processes, on-call tool configuration, on-call schedules, and global handoff protocols.
• Track and report on incident KPIs — MTTD, MTTR, repeat incidents — and present trends to leadership.
• Partner with engineering leads to drive continuous improvement in platform reliability and incident preparedness.
• Own all stakeholder and executive communications during active incidents, providing timely and accurate updates.
• Coordinate with our customer service teams for all customer-facing communication and interactions.
• Own customer-facing incident communications — including status page updates, post-incident summaries, and reusable comms templates.
• Own the process for publishing product documentation, user guides, and release notes — ensuring content reaches the right audiences at the right time, without owning the writing itself.

Benefits

• Qualified retirement program (401(k) plan)
• Paid vacation and holidays
• Paid leaves
• Health benefits including medical, prescription drug, dental, and vision coverage
• Short-term incentive bonus opportunity
• Equity-based long-term incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed