Senior Director, Business Operations

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. 
 

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Reporting directly to the SVP Global Service Delivery, the F5 Global Services Business Operations Senior Director is a key member of the Global Services Leadership team. This role is responsible for developing and executing the Global Service portfolio operations strategy, unifying multiple services operations teams, and creating a comprehensive Global Services Operations Roadmap. The leader provides strategic advisement on support operations, drives key performance indicators (KPIs) and continuous improvement initiatives. The leader serves as an ambassador for Global Services, representing it in cross-functional initiatives and programs, and ensuring strategic alignment across all F5 Business Units.

The ideal candidate will excel in fostering team member engagement and career development, creating an innovative and collaborative work environment, and demonstrating a strong ability to lead, innovate, and drive performance across diverse teams. The dynamic nature of the position requires comfort with frequent multi-tasking across technical, business, strategic, marketing, and planning activities while leading internal initiatives to foster innovation and creativity within the Global Services organization.

Primary Responsibilities

• Strategic Leadership:
  Develop and execute an operational strategy for technical support, ensuring alignment with corporate goals. Provide strategic insight on evolving support models across hardware, SaaS, and hybrid environments.
• Operations Management:
  Oversee multiple programs, including business development, release readiness, project management, and workforce management. Ensure performance metrics, financial targets, and operational goals are achieved.
• Global Services Portfolio:
  Lead the development of the Global Services Product Strategy and Roadmap, driving business model evolution, process excellence, and technology advancements. Lead virtual global teams to deliver new services using automation, AI, and other tools to enhance customer experience.
• Cross-Functional Leadership:
  Serve as a subject matter expert and ambassador for Global Services across F5 business units. Collaborate with Product Engineering and Product Management to focus on improving customer experience and market efficiencies.
• Customer and Partner Engagement:
  Engage with major customers and partners, influencing senior decision-makers to align with F5’s objectives. Work with regional and global programs to increase partner effectiveness.
• Continuous Improvement:
  Drive operational improvements through industry best practices, process optimization, and business insights. Lead and mentor teams in a collaborative, innovative work environment focused on growth and efficiency
• Provide insight on industry directions and business process best practices with recommendations for practical applications.
• Leverage knowledge, management, technical skills, quantitative and analytical abilities to identify key drivers for improved business workflows
• Lead Global Services product council to interface with Product Engineering and Product Management, focused and measured on customer experience and go to market efficiencies.

Other Responsibilities

• This position will include coaching and mentoring of leaders and other staff.
• Be a role model for Diversity and Inclusion within F5. Actively support F5 EIG’s
• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
• Performs other related duties as assigned.

Knowledge, Skills and Abilities

• Experience in managing technical support teams, operations and release readiness teams for software companies supporting multiple models; Hardware, Software, SaaS
• Proven track record in driving advancements in technical support operations, unifying multiple operational models and setting KPI, while providing Strategic recommendations to executives. Ability to work globally, leading virtual teams, in a fully diverse environment.
• Excellent leadership, negotiation & persuasion skills. Proven track record of influencing different levels of audiences to drive a consens