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Director, Customer Service Operations
Global Video Infrastructure Leader | UK Preferred (Europe Considered)
A global leader in video infrastructure is seeking a Director of Customer Service Operations to lead the transformation of its cloud operations into a world-class NOC + SRE organisation.
Trusted by 200+ operators and content owners across 100+ countries, the business is moving from a traditional on-premise model to a modern cloud-native SaaS platform. This is a pivotal leadership role, reporting directly into the C-suite, with responsibility for shaping the future operating model and delivering exceptional customer reliability at global scale.
The Role
You will own the end-to-end customer production experience across the company’s cloud estate, leading a team of approximately 40 people across support, deployment, service reliability and technical operations.
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This is a hands-on transformation role — not a traditional support leadership position. You will combine deep technical credibility with senior customer leadership, driving a proactive, automation-first service culture built around reliability, scalability and customer success.
Key Responsibilities
- Lead the transformation from reactive support to an SRE-led cloud operations model.
- Own service reliability, availability and customer experience across global deployments.
- Act as the senior escalation point during major incidents and customer-impacting events.
- Introduce modern practices around observability, automation, incident management and continuous improvement.
- Build and develop a high-performing technical operations organisation.
- Partner with Engineering and Product teams to embed DevOps and reliability principles.
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What You Bring
- Proven experience leading 24/7 service operations, NOC, SRE or cloud operations teams.
- Strong technical understanding of DevOps, SRE, SaaS and distributed cloud environments.
- Experience with AWS and/or GCP at scale.
- Track record managing major incidents and executive-level customer escalations.
- Experience leading technical teams of 20–50+ people through transformation.
- Background in video, streaming, media, telecoms or another mission-critical technology environment.
A rare opportunity to take ownership of a major operational transformation, with direct C-suite sponsorship and the mandate to build a world-class cloud services organisation.
Location: UK preferred; Europe considered
Travel: Occasional international travel
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