Applied Systems Canada · 3 hours ago
Director, Cloud Operations
United States
Full-time
Remote
Director/Executive
10+ years exp
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Responsibilities
Partner with the SVP of Cloud Services to successfully develop and execute on Global Cloud and CX department strategy
Provide leadership, promote understanding, and achieve buy-in around transformational work being done to improve customer experience and operational excellence
Drive key department initiatives and provide regular progress updates to department leadership, addressing root causes and owning solutions
Contribute to weekly Cloud Services management and change review board meetings
Collaborate across Cloud teams and more broadly across departments (i.e. Information Security, Corporate IT, Customer Experience and other internal teams) to ensure the success of department initiatives and goals, support escalation, rapid response problem resolution and solution collaboration
Ensure the Applied Cloud exhibits the highest level of performance, stability, availability, security, and data integrity
Conduct detailed needs analysis and gap assessments to identify areas for improvement and provide direction and recommendations for optimizing processes and workflows
Establish service levels and provide ongoing measurement, metrics, reporting and dashboards of the effectiveness, performance and customer satisfaction of all services, hold team accountable to meeting those standards
Strategize with Cloud Leadership to meet department goals, lead process improvements and documentation efforts, collaborate with cross-functional teams to identify and address customer pain points, and enhance resource effectiveness through standardization, automation, and implementation of new technologies
Ability to work after hours and on weekends when required and/or necessary
Pursue a program of self-development in continuing education, staying abreast of changes in Applied Systems’ software, technology, and the industry
Recruit, hire, onboard, coach, and retain high performing cloud operations leaders and teams
Accelerate skill development and adoption of new technologies, Ffostering an environment on continuous learning for the Cloud Operations team
Guide prioritization across teams and demonstrate adaptability in resource alignment and realignment based on business needs
Define and cascade goals to ensure teams deliver business results based on company objectives each year
Performs other duties as assigned by immediate manager or management team
Qualification
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Required
10+ years related work experience and/or an equivalent combination
Experience leading a global operations 24x7 team across multiple time zones and geographies
Experience building, leading, and optimizing operations teams
Proven leadership, influencing, and negotiating skills in a highly matrixed environment
Strong analytical, critical thinking, and problem-solving skills
Experience in building high-performing teams with a strong service-oriented focus for a multi-national organization
Proven experience in building a strong process-oriented operation, focusing on delivering high efficiencies and customer satisfaction
Highly detail-oriented with the ability to multi-task and prioritize work to ensure timely delivery
Proven experience in managing profit and loss statements, budgeting, and financial forecasting
Considerable experience in successfully implementing changes at a team level and across the enterprise
Demonstrated experience in leading and managing large-scale infrastructure or application deployments in an enterprise environment
Ownership or experience working in a NOC supporting a 24x7x365 environment
Possess domain knowledge of common information security management frameworks and regulatory requirements and applicable standards such as ISO 27001, SOC 2, HIPAA, GDPR, PCI, Sarbox, etc
Ability to communicate complex technical concepts to both business and technical audiences
Ability to work independently and as part of a team within Cloud Services and across the business
Excellent written and verbal communication skills
Excellent project and program management skills and techniques
Bachelor’s degree in Computer Science or a related degree, or commensurate experience
Preferred
Hardware and operating system(s) knowledge/exposure via work or educational pursuits
Understanding of various database and server infrastructure practices and modern technology used in enterprise software applications
Benefits
Health insurance plans, dental, and vision
Wellness incentives
401(k) and/or RRSP retirement savings plans with employer match
Competitive paid vacation time and a free day for your birthday
Personal/sick time
Paid holidays
Flex Time
Paid parental leave (U.S. candidates)
Volunteer time off
Company
Applied Systems Canada
We can help everyone at your agency transform to make the day-to-day more efficient and extend the traditional storefront to online insurance experiences.
1,001-5,000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2019-10-16Acquired· undefined
Company data provided by crunchbase
