Service Operations Director - Evinova

AstraZeneca•Gaithersburg, MD

1d•$165,657 - $217,425•Hybrid

About The Position

Evinova is a health-tech business, accelerating the delivery of better health outcomes by propelling the life sciences sector forward in digital health, from the inside. Through our application of science-based expertise, evidence-led rigour, and human insight, our digital solutions are deliberately designed so that everyone can reach better health outcomes together. Evinova is a health-tech business within the AstraZeneca Group. Digital health, the point at which healthcare, technology, data and analytics converge, is the subject of phenomenal promise, with the World Health Organisation believing it has the potential to improve health for everyone. At AstraZeneca, we’ve been working hard to make this a reality, with the years of experience we have accumulated enabling us to now embed digital health at scale across R&D. To achieve our goal of improving patient experience and outcomes AstraZeneca has Digital Health as one of the top 4 strategic priorities for the company, details on digital health strategy can be found here. Oncology is the largest therapeutic area within AstraZeneca and second highest cause of death globally, with AstraZeneca’s ambition to eliminate cancer as a cause of death. Evinova is growing fast. Our platform supports critical work in clinical trials and digital health, our customers span the globe, and the stakes of any disruption are real. As we scale, so does the need for a dedicated, expert-led function that owns how we respond when things go wrong — and how we make sure they go wrong less often. This role exists to build and lead that function. We’re looking for a Service Operations Director who thrives in complexity, leads with calm authority under pressure, and cares as much about the people affected by an incident as the technical resolution itself. This is a coordination and process leadership role — but is a connection point for engineering, product, and customer experience. At Evinova, an incident is anything that prevents our engineers from doing their best work or our customers from being served: production outages, deployment failures, pre-production degradation, and internal tooling issues all fall within your remit. You will be the one person who owns the response, every time. You’ll work closely with our Customer Service team, who manage direct customer relationships during issues and outages. You’ll give them the structure, information, and communications support they need to keep our customers informed and confident — even when things are going wrong.

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 Serve 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.
Build the Structures That Prevent the Next One 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.
Connect Engineering with the Business 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

Recognizing the importance of individualized flexibility, our ways of working allow employees to balance personal and work commitments while ensuring we continue to create a strong culture of collaboration and teamwork by engaging face-to-face in our offices 3 days a week.
Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans.

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