Head of Production Operations

About the role

• We are seeking a highly experienced and strategic Head of Production Operations to lead and manage our global production operations. This role requires a deep understanding of IT service management (ITSM), ITIL frameworks, and extensive experience in managing large-scale operations, particularly in the banking or similar industries. The ideal candidate will have a proven track record of ensuring service uptime, managing customer relationships, and leading a team of skilled professionals.

Responsibilities

• Oversee the global production operations, ensuring the highest levels of service uptime and reliability.
• Manage day-to-day operations, including deployments, change management, and service upkeeping for various SaaS products.
• Lead and mentor a team of site delivery managers, SaaS reliability operations, and platform SREs.
• Develop and implement ITSM processes and frameworks to ensure efficient and effective operations.
• Liaise with customers to manage site-specific initiatives and ensure customer satisfaction.
• Ensure compliance with security and regulatory requirements, and effectively communicate with auditors.
• Drive continuous improvement and automation within the operations team.
• Collaborate with senior leadership to align operational strategies with business goals.

Skills

• Experience with Kubernetes, Prometheus, and other cloud-native technologies.
• Strong programming skills and understanding of automation tools.
• Ability to make strategic decisions and drive major changes in the operational setup.

Experience & Qualifications

• 15+ years of experience in IT operations management, with a focus on IT service management and ITIL frameworks.
• Proven experience in managing large-scale operations in the banking or similar industries.
• Strong understanding of cloud-native applications and cloud service monitoring.
• Excellent leadership and team management skills.
• Ability to manage customer relationships and ensure high levels of customer satisfaction.
• Strong communication and interpersonal skills.
• Relevant certifications in ITIL and ITSM are highly desirable.

Equal Opportunity

• Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success.