Director Global Technical Services & Operations Management page is loaded
Director Global Technical Services & Operations ManagementApply remote type Hybrid locations Barcelona, Spain Sofia, Bulgaria time type Full time posted on Posted Yesterday job requisition id R-109170
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
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. The role will also oversee Ingram Micro’s release management programs and processes.
The ideal candidate would have deep experience with ITIL and tools such as ServiceNow, especially ITSM (including Change, Incident, and Problem management), ITOM, and CMDB/Service Graph and Reporting. Experience with ServiceNow integrations with monitoring and observability tools (e.g., DataDog, SolarWinds, Splunk, Dynatrace, etc.) and working in a globally distributed 24x7 mission-critical environment such as SaaS or eCommerce is essential.
This role requires strong management skills, experience managing IT functions and globally distributed teams of both 3rd party and in-house resources, excellent communication skills, and a data-driven approach to performance management using KPIs. The candidate will drive oversight and governance to ensure seamless service delivery, performance, and accountability across partner teams and vendors, meeting defined availability, quality, and compliance objectives.
The candidate should have thought leadership experience with AIOps, leading automation-centric approaches (auto-healing, automating risk/change assessment) to drive process and operational excellence, innovation, system resiliency, and cloud/infrastructure optimization.
Key Responsibilities
Strategic Leadership & Vision
* Define and execute the long-term platform engineering strategy aligned with business goals.
* Integrate DevOps, SRE, and ITSM/ITOM principles for a unified operational model.
* Drive automation and self-service capabilities to improve 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, GCP), container orchestration (Kubernetes, Docker), and CI/CD pipelines.
* Implement AIOps solutions for proactive issue detection and automation.
* Promote Infrastructure as Code (IaC) using tools like Terraform and Ansible.
* Develop 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 and change management.
* Enhance system visibility with observability and monitoring tools like Datadog, Dynatrace, New Relic, and Splunk.
* Drive automation-centric service management to improve efficiency and reduce MTTR.
Technology & Architecture
* Architect 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.
* Align ITSM, DevOps, and cloud-native technologies for a highly automated operational model.
Team Leadership & Collaboration
* Foster a culture of automation, continuous improvement, and operational excellence.
* Collaborate with security, engineering, and product teams to streamline workflows and improve service reliability.
* Ensure 24x7 operational excellence with on-call rotations, automated incident response, and real-time monitoring.
Performance, Reliability & Incident Management
* Implement SRE principles, defining SLAs, SLOs, and error budgets for reliability.
* Refine incident response, root cause analysis, and post-mortem processes using ITSM/ITOM automation.
* Optimize service health and operational resilience through proactive monitoring and analytics.
Qualifications & ExperienceRequired:
* 10+ years in software engineering, cloud infrastructure, or platform engineering.
* 5+ years managing globally distributed platform, SRE, or DevOps teams in a 24x7 environment.
* Proven expertise in integrating DevOps, SRE, and ITSM/ITOM to enhance operations.
* Strong knowledge of cloud platforms (AWS, Azure, GCP), Kubernetes, and microservices architecture.
* Experience with ServiceNow, AIOps, and IT automation tools.
* Hands-on experience with CI/CD, Infrastructure as Code (Terraform, Ansible), and observability tools.
* Background in automation-centric approaches for self-healing infrastructure and workflows.
* Experience with AI-driven monitoring, predictive analytics, and auto-remediation.
* Excellent communication skills to present technical concepts to leadership and teams.
Preferred:
* Experience with event-driven architecture and serverless computing.
* Knowledge of FinOps, cloud cost optimization, and security best practices.
* Experience in performance engineering, security automation, or AI/ML infrastructure.
Why Join Us?
* Work with cutting-edge technologies, AI automation, and cloud-native solutions.
* Competitive salary, equity, and benefits.
* Culture of innovation, collaboration, and continuous improvement.
Why work here?
Join us to make technology happen in surprising ways. It’ll be a fun journey!
Click Introduce Yourself to join our talent network!
About Us
Ingram Micro reaches over 90% of the global population, helping businesses grow and supporting industries worldwide. We value our people, foster growth, and shape the future through technology. Join us to be part of this exciting journey.
#J-18808-Ljbffr