Head of Operations

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

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

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