Summary
This role is accountable for executing and scaling digital operations and service enablement capabilities across Managed Services. The Director, Digital Operations & Service Enablement drives the adoption of automation, observability, AI-enabled operations, and ITSM practices to improve service delivery efficiency, consistency, and customer experience.
Working in close partnership with Managed Services Operations and Service Delivery/Customer Success leadership, this role ensures services are enabled for scale, operationally efficient, and supported by modern, data-driven capabilities.
Essential Duties and Responsibilities
Digital Operations Execution & Service Enablement
Leads execution of automation, observability, AI-enabled operations, and ITSM initiatives across Managed Services
Drive adoption of platforms, tools, and standards to improve delivery consistency, scalability, and operational efficiency
Partners with architects and operations leaders to ensure services are fully enabled with monitoring, automation, and operational readiness
Develops and maintains service enablement standards, playbooks, and operational frameworks to support consistent delivery
Observability, Automation & AI-Driven Operations
Leads development and adoption of observability capabilities, including monitoring, alerting, telemetry, and service visibility
Ensures services are instrumented to generate actionable insights, enable proactive detection and earlier incident identification, and deliver operational transparency
Drives an automation- and AI-first approach to reduce manual effort and improve operational scalability
Identifies and implements AI-driven insights, predictive operations, and intelligent alerting within service delivery workflows
Continuously improves signal quality, alert accuracy, and signal-to-noise ratio to enhance operational effectiveness
Service Performance, Efficiency & Continuous Improvement
Monitors service performance metrics and identify opportunities to improve efficiency, reliability, and responsiveness
Drives continuous improvement initiatives focused on reducing operational complexity and improving service quality
Leads root cause analysis efforts and implement sustainable corrective actions for recurring issues
Partners with Service Delivery/Customer Success and Operations teams to ensure operational improvements translate into improved perceived value
Change Management & Adoption
Drives adoption of new tools, AI capabilities, and operational processes across delivery teams
Develops and executes communication, training, and rollout plans to ensure successful implementation
Ensures changes are implemented with minimal disruption to ongoing operations
General
Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
Supports and conducts self in a manner consistent with customer service expectations.
Supervisory Responsibilities
Leads a team responsible for digital operations, automation, observability, AI enablement, ITSM and other service enablement functions.
Qualifications
To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Equivalent combination accepted.
Education:
Bachelor’s Degree in a related field.
Experience / Technical Requirements
8+ years of experience in:
Managed Services or IT Services operations
Digital operations, observability, ITSM, or service enablement
Automation and operational improvement initiatives
Demonstrated experience implementing or scaling observability, automation, and AI capabilities within service delivery environments
Strong working knowledge of:
ITIL/ITSM frameworks
Monitoring/observability platforms (LogicMonitor a plus)
Automation and orchestration tools
Familiarity with:
AI-driven operations (AIOps)
Telemetry, logging, and performance monitoring frameworks
Computer Skills
Proficient use of all Microsoft Office applications.
Working knowledge of emerging technologies, including artificial intelligence (AI) and automation tools, with the ability to apply them to improve operational efficiency and service outcomes.
Certifications
None required
Other Skills and Abilities
Strong execution focus with ability to operationalize strategy
Data-driven decision-making and problem-solving skills
Ability to influence cross-functional teams without direct authority
Clear communicator with strong stakeholder alignment capabilities
High accountability for delivering measurable improvements
Success Measures
Increased adoption and maturity of observability capabilities across services
Improved signal quality, alert accuracy, and reduction in monitoring noise
Increased use of automation and AI-enabled operations across core workflows
Reduction in manual effort and operational complexity
Measurable improvements in service performance, responsiveness, and reliability
Successful rollout and adoption of new tools, platforms, and processes
Improved proactive detection and reduced incident impact through enhanced observability
Accountable for driving measurable improvements in operational efficiency and contributing to reduced cost-to-serve and improved customer experience outcomes
Physical Demands
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value inclusion and belonging at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
Salary Compensation Range: $120,218 - $172,513 + Bonus
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