Director - Production Services & Engineering

The Director, Production Services & Engineering will lead the transformation of enterprise operations through AI-driven automation, Observability, and SRE practices across production support, infrastructure, security, ServiceNow, and data operations.

This role is responsible for driving operational excellence, improving reliability and resilience, optimizing support efficiency, and building scalable organizational capabilities that deliver measurable business value and enable growth.

Job Responsibilities:

- Lead enterprise Production Services & Engineering across support, infrastructure, security, ServiceNow, and data operations.

- Drive AI-enabled automation, Observability, and SRE practices to improve reliability, resilience, and operational efficiency.

- Modernize L1/L2 support through automation, process optimization, and operational excellence.

- Build and scale organizational capability while developing future engineering and operations leaders.

- Establish governance, KPIs, SLAs, and service management disciplines to deliver measurable business outcomes.

- Partner with stakeholders to reduce operational risk, improve customer experience, and support business growth.

Knowledge, Skills and Abilities:

Education:

- Engineering degree and preferably advanced degree in Technology domain.

Experience:

- 15+ years of experience leading Production Services, IT Operations, Infrastructure, SRE, or Engineering organizations, with a proven track record of driving operational transformation, automation, and service excellence in complex enterprise environments.

Knowledge and skills (general and technical):

- Strong expertise in Production Services, IT Operations, ITSM, Observability, and SRE.

- Proven experience in AI-driven automation, operational transformation, and service excellence.

- Demonstrated leadership in building high-performing teams, driving stakeholder alignment, and delivering measurable business outcomes.