Director of IT | Service Reliability & Operations Governance

Location: Minneapolis, United States; hybrid work

Salary: $163,000–$277,000 USD per year

Company

hirify.global develops enterprise software, including cloud, data, AI, and cognitive ERP solutions for businesses worldwide.

What you will do

• Lead service reliability insights, reporting, standards, and performance measures across cloud services.
• Establish frameworks for analyzing incident causes, recurring issues, service trends, and customer impact.
• Connect operational data and reliability signals across Support, Customer Success, Product, Engineering, and Cloud Operations.
• Translate root cause findings into prioritized improvement plans that reduce incident recurrence and improve service stability.
• Govern change control practices, including deployment readiness, change success rates, risk assessment, and failed-change analysis.
• Drive continuous improvement across incident, problem, and change management while providing executive-ready risk and performance insights.

Requirements

• 11+ years of experience in cloud operations, service reliability, technical support operations, customer operations, product operations, or a related field.
• 6+ years of management or people leadership experience.
• Strong knowledge of cloud operations, service reliability, operational performance measurement, and ITIL Service Management.
• Experience with Incident, Problem, and Change Management, reliability programs, operational insights, or continuous improvement.
• Experience developing governance frameworks for change control, release quality, operational readiness, and service reliability.
• Bachelor’s degree or equivalent experience, plus strong analytical, root cause analysis, communication, and cross-functional leadership skills.

Nice to have

• Master’s degree.
• Experience in SaaS, cloud, enterprise software, or technology operations environments.

Culture & Benefits

• Health and wellness benefits.
• Mentorship, continuing education, career goal setting, and LinkedIn Learning access.
• Inclusive global workplace with internal mobility opportunities.
• Work-life balance policies supporting time off.
• Support for international relocations and permanent residency processes.