Senior Director, Services

Position Overview We are seeking our new Senior Director/VP of Cloud Operations to join the Axway team! The Senior Director/VP of Cloud Operations & Resilience is a senior leadership role with end-to-end accountability for the operational health of Axway's cloud environments globally. You will lead a geographically distributed team spanning the Americas and APAZ, owning the full incident-to-insight lifecycle across Axway's SaaS and managed cloud platforms. Location: Scottsdale, AZ Hybrid: 2 Days Onsite per Week Responsibilities SLA Delivery & Operational Governance Own global SLA/SLR performance across Axway's cloud environments (AWS, Azure), with accountability to customers. Build and govern a rigorous operational reporting cadence — weekly ops reviews, monthly KPI trends, quarterly business review inputs — that leadership and customers can rely on. Drive problem management as a discipline: eliminate repeat incidents, enforce root-cause resolution, and publish improvement commitments with measurable outcomes. Incident Management Lead incident command for P1/P2 events — clear ownership of resolution, customer communication, and post-incident review. Establish and continuously improve the global incident management framework: escalation paths, war room protocols, tooling, and SLA breach prevention. Ensure the 24×7 on-call model is sustainable, well-structured, and appropriately staffed across regions—EMEA, Americas, and India. Team Leadership Lead, mentor, and develop the COR team —leads and regional operations managers across. Define the structure: build for scale and 24×7 resilience without proportional headcount growth. Set a high bar for hiring and performance: engineering-first mindset, strong incident discipline, and a culture of accountability and continuous improvement. Customer & Executive Engagement Serve as the senior escalation point for strategic customers during major incidents — leading war rooms, post-incident briefings, and service improvement commitments. Translate operational performance data into clear business narratives for the Axway C-suite and customer QBRs. Coordinate closely with Cloud Activation & Provisioning (CAP) and Cloud Security Operations to ensure a seamless customer experience across the full cloud lifecycle. AIOps, Automation & Innovation Lead COR's adoption of AIOps — anomaly detection, automated triage, predictive capacity, and intelligent alerting — identifying and scaling high-ROI use cases. Build a culture of operational experimentation: pilot AI-driven tooling, measure impact rigorously, and scale what works. Advance Axway's observability maturity — from reactive alerting to predictive, AI-assisted monitoring using Dynatrace or an equivalent. Drive automation of operational runbooks and self-healing infrastructure to shorten MTTR and reduce manual effort systematically. Work with Cloud Standards & Governance (CSG) to ensure operational standards are codified, enforced, and measurable. Qualifications Required Experience: 10+ years in cloud infrastructure and operations, with at least 4–5 years in senior leadership (Director or VP level) managing multi-region teams. Proven track record running large-scale, SLA-driven cloud operations for a SaaS or managed services business serving enterprise customers. Hands-on experience with AWS and/or Azure at scale; solid understanding of hybrid cloud architectures and their operational implications. Strong grounding in cloud-native technologies: Kubernetes, containers, microservices, infrastructure-as-code, CI/CD pipelines. Experience deploying and operating observability platforms in production at scale. Demonstrated incident management leadership — able to run a P1 war room under pressure and drive a rigorous post-incident process. Track record of building and scaling high-performing operations and engineering teams across geographies and time zones. Strong organisational design instincts — knows how to structure a global ops team for clarity, accountability, and scale. Leads through influence as well as authority: able to align product, engineering, and security stakeholders around operational priorities. Preferred Experience: Familiarity with Axway products — MFT (SecureTransport, CFT), B2B Integration (B2Bi), API Management — or experience operating similar middleware and integration platforms at scale. Experience in a managed services or multi-tenant SaaS delivery model, where operational decisions have direct contractual and commercial consequences. Background in compliance-heavy environments (financial services, healthcare, government) with data residency, audit, and security requirements. Formal grounding in ITIL, SRE frameworks, or reliability engineering practice.