Director, Cloud & Managed Services

Responsibilities

• Lead and develop a strategic and scalable Cloud and Managed Services team that supports continued business growth and competitiveness.
• Establish and implement technical IT program management frameworks, methodologies, and best practices to ensure the successful delivery of relevant lines of businesses, including managed services.
• Develop and maintain strong relationships with clients to build an in-depth understanding of their expectations, business needs and goals.
• Define and execute the roadmap for deployment automation, infrastructure automation, and platform engineering capabilities supporting Managed Services, SaaS, and customer‑managed deployments.
• Lead and develop the Deployment Automation Engineering team responsible for designing, building, maintaining, and enhancing automation tooling, deployment pipelines, and operational platform capabilities.
• Establish DevOps and Platform Engineering best practices including Infrastructure‑as‑Code, CI/CD pipelines, configuration management, release automation, and deployment standardization.
• Provide operational leadership for Smile's SaaS platform, ensuring high availability, scalability, reliability, operational readiness, and continuous improvement of cloud‑hosted services.
• Ensure cloud platforms are designed and operated in accordance with security‑by‑design principles, regulatory requirements, and organizational security policies.
• Drive standardization and automation across all deployment models, reducing manual effort, improving deployment consistency, and accelerating customer delivery.
• Participate in key marketing, pricing, pre‑sales and sales activities for various Smile Digital Health programs, as needed.
• Ensure adherence to relevant contractual obligations as well as develop and execute action plans in the case of non‑conformities.
• Collaborate with cross‑functional teams to develop, complete and enhance marketing material, RFXs, legal contracts (including but not limited to SOWs, Master Service Agreements and Partner Contracts) and IT procurement.
• Manage strategic planning, prioritization, and resource allocation for IT programs, balancing competing priorities and stakeholder needs.
• Collaborate with cross‑functional teams and leaders to enhance customer engagement, experience and ensure customer success and satisfaction.
• Lead incident and problem resolutions by working with internal teams such as Engineering, Client Support, Privacy & Security and Incident Management.
• Coordinate technology changes for customer environments and ensure teams and relevant partners adhere to organizational policies and ITIL practices.
• Establish and maintain program governance structures, including steering committees, to provide oversight and guidance throughout the project lifecycle.

Requirements

• 7+ years of experience in a senior cloud operations leadership role within IT and Cloud management services with client consulting experience in developing, supporting, and delivering large‑scale complex technological projects and initiatives in a complex healthcare technology environment.
• 5+ years experience with in‑depth understanding of ITSM framework and best practices, including networking, cloud, cyber security, enterprise and IT support.
• 3+ years of experience working with Cloud infrastructure and Kubernetes engineering teams to develop and deliver modern technology solutions.
• Bachelor’s Degree in Computer Science, Information Technology, Business Administration or related field and/or equivalent work experience.
• Significant experience leading and developing leaders in software engineering, platform engineering, DevOps, and/or infrastructure engineering teams responsible for automation tooling or cloud platform development.
• Demonstrated experience growing and scaling Cloud operations and Managed Services capabilities with a strong customer focus.
• Strong abilities in influencing critical strategic planning and decisions internally and with clients.
• In‑depth knowledge of evolving technologies and how healthcare organizations consume cloud services.
• Excellent strategic thinking with ability to align IT programs with business priorities and drive organizational transformation.
• Strong demonstrated ability to build, strengthen, maintain and manage strong relationships with critical clients, vendors, and cross‑functional teams and/or departments.
• Professional experience negotiating and managing client contracts or agreements as it relates to service levels and contractual obligations.
• Deep understanding of Cloud pricing and demonstrated experience with managing budgets.
• Demonstrated experience building or managing deployment automation platforms utilizing Infrastructure‑as‑Code, CI/CD pipelines, GitOps, or comparable automation frameworks.
• Experience ensuring organizational alignment with various security frameworks and industry standards including but not limited to ITIL, HITRUST, ISO 27001/27017/27018 and SOC‑2 certifications.
• Experience implementing or operating enterprise observability platforms including logging, metrics, tracing, monitoring, and alerting.
• Relevant certifications (e.g. CISM, CCSP, CISSP, ITIL, TOGAF) are an asset.

Core Competencies

Demonstrates expertise in leading Cloud Operations and Managed Services teams, with a strong focus on deployment automation, infrastructure automation, and adherence to security frameworks. Proven ability to build client relationships and align IT programs with business priorities to drive organizational transformation.