Director, IT Operations

Job Summary

The Director, IT Operations and Services is responsible for OpenGov's global IT operations, spanning teams in Pune and the US, and owns global End User Services strategy — making sure the platforms, network, and support our workforce relies on every day are reliable, secure, and consistent across every site. Based in Pune and reporting to the Sr. Director of Enterprise Technology, this role owns the core IT platform stack (Google Workspace, Slack, Atlassian, and Okta), network management, and IT systems administration and engineering; partners with Systems Engineering on joint projects; and runs global IT asset and inventory management as well as office IT infrastructure and buildouts.

Responsibilities

Team & Global Operations

• Lead and develop the global IT operations and end user services function, spanning teams in Pune and the US.
• Own global End User Services strategy and set the standards, SLAs, and quality bar for IT across all sites.
• Own IT systems administration and engineering, and partner with Systems Engineering on joint projects and shared initiatives.
• Own the IT operations roadmap and budget, including managed service provider (MSP) strategy and where to leverage MSPs to scale support globally.

Platforms, Network & Infrastructure

• Own the core IT stack — Google Workspace, Slack, Atlassian, and Okta — including Okta identity and access (SSO, provisioning, access policy).
• Own network management and connectivity across all sites, ensuring reliable, secure infrastructure.
• Own the Atlassian stack — Jira, Jira Service Management, and Confluence.
• Own global office IT infrastructure — design, maintenance, and new-site buildouts — in partnership with Workplace.

Assets & Service Quality

• Own global IT asset and inventory management, from procurement through retirement, and the associated hardware vendor relationships.
• Be accountable for support quality and SLA attainment at every site, with consistent workflows and escalation paths.
• Serve as senior escalation for major incidents and own change control for core systems.

Security & Compliance

• Partner with Security to uphold identity, endpoint, and data-protection standards across the enterprise.
• Ensure IT systems and processes meet compliance requirements (e.g., SOC 2), including audits and access reviews.

Requirements

• 13+ years in IT within a cloud-first, SaaS environment, including 10+ years managing IT teams — with experience managing managers or team leads.
• Experience leading globally distributed teams across sites and time zones, including offshore and India-based teams.
• Deep, hands-on expertise with Google Workspace, Slack, Atlassian, and Okta — with strong Okta IAM depth (SSO, provisioning, access policy).
• Solid grounding in ITSM/ITIL — SLAs and incident, change, and problem management.
• Experience running IT asset/inventory, network management, and office IT infrastructure/buildouts across multiple locations.
• Able to set strategy and direction while staying hands-on; experience scaling IT operations in a high-growth, multinational environment.
• Strong understanding of security and compliance (e.g., SOC 2) as it applies to IT operations.
• A clear communicator and leader who sets standards, develops talent, and partners effectively with senior stakeholders. On-site in Pune; Bachelor's in IT/CS or equivalent experience.
• Experience owning office IT infrastructure, site expansion and new-site buildouts.

Nice to Have

• Experience selecting and managing managed service provider (MSP) relationships.
• Experience supporting teams across both India and the US.
• Familiarity with endpoint/MDM platforms (Kandji, Jamf, or Intune) and EDR tooling.
• Scripting and automation experience (Bash, Python, or PowerShell) to drive an automation-first team.