Fenix24 · 4 months ago
Director of Enterprise Operations
United States
Full-time
Remote
Director/Executive
10+ years expFenix24 is an industry-leading cyber disaster recovery and restoration company, known as The World’s First Civilian Cybersecurity Force. The Director of Enterprise Operations is a senior leadership role responsible for ensuring exceptional service delivery and operational excellence for large enterprise clients, driving service quality and aligning operations with business objectives.
ConsultingCyber SecurityInformation Technology
Responsibilities
Deliver white-glove service to enterprise customers, ensuring consistency and quality that drives retention and advocacy
Serve as the senior executive escalation point for enterprise clients, ensuring swift resolution of issues and proactive engagement
Oversee day-to-day enterprise service operations, ensuring adherence to SLAs, KPIs, and contractual requirements
Champion a culture of continuous improvement across service delivery, using data to drive improvements
Ensure delivery teams proactively anticipate client needs, resolve escalations, and identify opportunities to add value
Work with Sales Engineering and pricing teams to ensure that service delivery cost data and budget variances are factored into pricing calculators and proposals
Monitor and report on delivery budgets, proactively flagging risks and cost overruns
Partner closely with Product teams to communicate delivery challenges related to product feature gaps, documentation, and required enhancements
Partner with sales, account management, and product teams to support renewals, upsells, and solution expansion
Contribute to strategic planning by identifying operational trends, opportunities for automation, and areas for efficiency gains
Qualification
Required
Bachelor's degree in Business, Information Technology, Cybersecurity, or related field
10+ years of progressive leadership experience in service delivery and enterprise client management
Demonstrated ability to lead global, cross-functional teams in a matrixed environment
Strong experience in managed services delivery models, including backup, firewall, endpoint, advisory services, SLAs, ticketing systems, and client onboarding processes
Experience partnering with Product and Sales Engineering teams to influence roadmaps and pricing models
Strong track record of building client relationships at the executive level and driving measurable improvements in satisfaction and retention
Deep knowledge of service delivery frameworks (ITIL) and enterprise-level operations
Experience tracking and reporting delivery and performance metrics
Strong understanding of ITIL practices, service management tools (e.g., ServiceNow, ConnectWise), and SLAs/KPIs
Benefits
Internal and external learning & development opportunities, including career advancement
Private health insurance
Mental health and wellness programs
Company-matched pension scheme
Life insurance and income protection insurance
Monthly fitness/gym membership allowance
Company
Fenix24
As the world’s leading breach recovery firm, Fenix24 has an unparalleled understanding of the tactics used by modern threat actors.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Brandon Williams
Chief Technology Officer
Ron Zollman
General Counsel
Recent News
2025-04-28
Company data provided by crunchbase