Senior Director of Software Operations

Overview

We are seeking an experienced, strategic, and results-driven Senior Director of Software Operations to lead and oversee the operational aspects of our software development and technology initiatives. This leadership role is critical in ensuring that our software technology platforms, processes, and teams operate efficiently, effectively, and consistently deliver exceptional value to our business.

The Director will be responsible for driving operational excellence, optimizing processes, fostering continuous improvement, and aligning technology operations with business goals. This role requires a blend of technical expertise, leadership, and strategic vision to elevate software operations and ensure robust management of enterprise issues, change processes, and release cycles.

Responsibilities

Leadership & Strategy

• Lead, mentor, and build a high-performing team responsible for software technology operations and continuous improvement initiatives.
• Develop and execute a strategy to optimize software deployment processes, operational efficiency, and quality across all technology platforms.
• Drive a culture of innovation and operational excellence within the technology organization.

Process Improvement & Operational Excellence

• Lead continuous improvement initiatives to streamline software deployment life cycles, enhance performance, and reduce inefficiencies.
• Establish and maintain key performance indicators (KPIs) and metrics to measure success and drive accountability across the software operations teams.
• Ensure that software technology operations comply with industry standards, regulatory requirements, and security protocols.

Issue Management

• Oversee issue management to identify, resolve, and mitigate critical software and technology-related issues that impact business operations.
• Establish and maintain an effective process for triaging, escalating and tracking issues, ensuring timely resolution and minimizing operational disruptions.
• Collaborate with cross-functional teams to diagnose root causes, implement corrective actions, and prevent future issues from arising.
• Monitor the effectiveness of issue management protocols and continuously improve the process.

Change Management

• Lead the development and implementation of change management processes, ensuring that all technology-related changes are carefully planned, communicated, and executed with minimal risk and disruption.
• Collaborate with product teams, operations, and other stakeholders to ensure proper risk assessments, impact analysis, and stakeholder engagement for each change request.
• Manage the Change Advisory Board (CAB) and coordinate the evaluation and approval of major changes.
• Ensure compliance with organizational and industry standards for managing changes, including adherence to documentation and post-change reviews.

Release Management

• Oversee the release management process, ensuring the successful and seamless deployment of software releases to production environments.
• Implement and manage release planning, coordination, and execution, ensuring that all releases are delivered on time, within scope, and with the highest quality.
• Work closely with engineering, product, and operations teams to manage release schedules, minimize disruptions, and ensure smooth transitions between development and production environments.
• Track and report on the status of releases, ensuring that any issues are proactively managed and resolved.

Cross-Functional Collaboration & Communication

• Collaborate with product management, engineering, and business units to ensure the successful delivery of software projects and operational goals.
• Provide clear and regular communication to stakeholders, highlighting progress, challenges, and risks.
• Serve as a key point of contact for internal and external teams on technology operations and operational excellence initiatives.

Risk & Incident Management

• Develop and enforce incident response protocols to quickly address and resolve any operational disruptions or failures in software technology platforms.
• Analyze root causes of operational issues and drive corrective actions to prevent future occurrences.

Qualifications

• Bachelor’s degree in information technology, computer science, telecommunications, business administration, or related field required. Bachelor's degree preferred.
• 10 years of experience in software development, technology operations, or related areas, with at le