Note: The job is a remote job and is open to candidates in USA. LogicalisUS is seeking a Director of Digital Operations & Service Enablement to execute and scale digital operations capabilities across Managed Services. This role focuses on driving automation, AI-enabled operations, and ITSM practices to enhance service delivery efficiency and customer experience.
Responsibilities
- Leads execution of automation, observability, AI-enabled operations, and ITSM initiatives across Managed Services
- Drive adoption of platforms, tools, and standards to improve delivery consistency, scalability, and operational efficiency
- Partners with architects and operations leaders to ensure services are fully enabled with monitoring, automation, and operational readiness
- Develops and maintains service enablement standards, playbooks, and operational frameworks to support consistent delivery
- Leads development and adoption of observability capabilities, including monitoring, alerting, telemetry, and service visibility
- Ensures services are instrumented to generate actionable insights, enable proactive detection and earlier incident identification, and deliver operational transparency
- Drives an automation- and AI-first approach to reduce manual effort and improve operational scalability
- Identifies and implements AI-driven insights, predictive operations, and intelligent alerting within service delivery workflows
- Continuously improves signal quality, alert accuracy, and signal-to-noise ratio to enhance operational effectiveness
- Monitors service performance metrics and identify opportunities to improve efficiency, reliability, and responsiveness
- Drives continuous improvement initiatives focused on reducing operational complexity and improving service quality
- Leads root cause analysis efforts and implement sustainable corrective actions for recurring issues
- Partners with Service Delivery/Customer Success and Operations teams to ensure operational improvements translate into improved perceived value
- Drives adoption of new tools, AI capabilities, and operational processes across delivery teams
- Develops and executes communication, training, and rollout plans to ensure successful implementation
- Ensures changes are implemented with minimal disruption to ongoing operations
- Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values
- Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis to ensure adherence in a manner that reflects honest, ethical and professional behaviors
- Supports and conducts self in a manner consistent with customer service expectations
- Leads a team responsible for digital operations, automation, observability, AI enablement, ITSM and other service enablement functions
Skills
- Bachelor's Degree in a related field
- 8+ years of experience in Managed Services or IT Services operations
- 8+ years of experience in Digital operations, observability, ITSM, or service enablement
- 8+ years of experience in Automation and operational improvement initiatives
- Demonstrated experience implementing or scaling observability, automation, and AI capabilities within service delivery environments
- Strong working knowledge of ITIL/ITSM frameworks
- Strong working knowledge of Automation and orchestration tools
- Proficient use of all Microsoft Office applications
- Working knowledge of emerging technologies, including artificial intelligence (AI) and automation tools, with the ability to apply them to improve operational efficiency and service outcomes
- Strong execution focus with ability to operationalize strategy
- Data-driven decision-making and problem-solving skills
- Ability to influence cross-functional teams without direct authority
- Clear communicator with strong stakeholder alignment capabilities
- High accountability for delivering measurable improvements
- Familiarity with AI-driven operations (AIOps)
- Monitoring/observability platforms (LogicMonitor a plus)
Company Overview
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