Director, Cloud and IT Operations

Location: Remote, with a periodic presence in our Sherbrook (QC) office

Here's how you will contribute to the success of the company

We are seeking a transformative and results-driven Director, Cloud and IT Operations to elevate our global IT operations team to best-in-class industry standards. This role will lead a strategic transformation aimed at improving velocity, customer centricity, and cost efficiency while managing a geographically distributed team with a strong footprint in North America (NOAM) and a growing offshore presence.

As a senior leader, you will be at the forefront of driving innovation, implementing scalable processes, and fostering a high-performance culture to ensure operational excellence and sustainable growth.

Key Responsibilities

Strategic Transformation Leadership

• Develop and execute a transformation roadmap to elevate IT operations to ensure best-in-industry standards and delivery.
• Drive initiatives to improve velocity (faster service delivery), customer centricity (client-first solutions), and cost efficiency (optimization of resources and tools).
• Balance short-term wins with long-term improvements, ensuring measurable outcomes that align with business priorities.

Cloud and IT Service Operations

• Oversee the delivery and performance of cloud services and IT operations across global markets, meeting and exceeding SLAs and KPIs.
• Implement scalable processes, tools, and automation to drive operational agility and reliability.
• Expand and strengthen offshore capabilities, ensuring alignment and integration with the NOAM team.

Operational Excellence and Cost Efficiency

• Optimize resource allocation, processes, and platforms to reduce operational costs without compromising quality or performance.
• Lead the adoption of industry best practices, ITIL, Agile, FinOps, TOGAF, NIST and CIS frameworks, and automation strategies to streamline operations.
• Develop and monitor budgets to achieve financial targets while delivering measurable value to the organization.

Team Development and Global Scaling

• Lead, inspire, and develop a high-performing, globally distributed team with an emphasis on collaboration and accountability.
• Build a strong offshore presence, focusing on talent acquisition, integration, and knowledge sharing.
• Champion a culture of continuous improvement, innovation, and customer obsession across all team members.

Client-Centric Delivery

• Collaborate closely with Product, Customer Experience and other teams to ensure IT operations align seamlessly with client/business needs.
• Implement monitoring and reporting systems to proactively identify, mitigate, and resolve client-impacting issues.
• Foster a service delivery mindset focused on creating outstanding customer experiences.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience
• 15+ years of experience in IT operations, cloud service delivery, and infrastructure transformation, including 5+ years in a leadership role.
• Proven experience leading large-scale transformations that improve velocity, customer centricity, and cost optimization.
• Demonstrated success building and managing geographically distributed teams, including offshore operations (India).
• Background in SaaS, IT cloud solutions, or a fast-growth tech environment is highly desirable.
• Expertise in cloud platforms (Azure, etc.), DevOps, SRE, and automation technologies.
• Strong understanding of ITIL, Agile, FinOps, TOGAF, NIST and CIS frameworks, performance monitoring, and incident management.
• Familiarity with global security and compliance standards (ISO, SOC, GDPR).
• Knowledge of:
  • VMware (VCF, vSphere, NSX, vSAN, Tanzu, Aria Enterprise Suite, vCloud Director)
  • Veeam (Backup and Replication, Cloud Connect, Backup for M365)
  • Exchange
  • Data centers (Rack space, power, cooling), an asset
  • PRTG, Datadog, Aria Operations, an asset
  • Infrastructure (Networking layer 1 to 7, firewall), an asset
  • Terraform/Opentofu, Ansible, DSC, Git, an asset
  • CI/CD mindset, an asset
  • .Net/C#, an asset
  • SQL, PostgreSQL, MongoDB, CosmoDB, Elasticsearch/Opensearch, an asset
  • Docker, Kubernetes and its tooling, an asset

Leadership and Soft Skills:

• Strategic thinker with the ability to lead complex global transformations.
• Excellent communication and influencing skills to engage stakeholders across regions and functions.
• Experience building, scaling, and inspiring high-performing global and offshore teams.
• Strong problem-solving, decision-making, and analytical abilities.

What You Bring

• A transformational mindset to take the team to the next level in terms of performance and customer focus, while collaborating with the Delivery Director and the DevOps teams.
• A proven track record of delivering tangible results in velocity, efficiency, and service excellence.
• The ability to scale global operations while maintaining agility, accountability, and a strong client-centric culture.
• The leadership skills to integrate and grow a global and offshore team, driving collaboration and shared success.

Why Join Us?

• Lead a high-impact transformation in a fast-growing, global SaaS distribution company.
• Play a pivotal role in shaping a global IT and operations team to best-in-class standards.
• Collaborate with talented professionals across regions in a dynamic, remote-first environment.
• Be part of a culture that values innovation, collaboration, and excellence.

Benefits of working at Sherweb
Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day.

A fast-paced work environment that adapts to youà

• A friendly and diverse work culture with inclusion and equality at heart of our actions
• Beautiful offices for meetups and collaborative work (Sherbrooke and downtown Montréal)
• State-of-the art technology and tools
• A results-oriented culture where talent, action, and thinking outside the box are given due recognition
• Annual salary review based on performance
• Generous and caring colleagues of various professional and cultural backgrounds

A flexible total compensation offer

• A base salary ranging between $120,610 and $172,300 yearly
• Vacation time that considers your previous experience
• Advanced paid hours to recharge your batteries (holidays and mobile days)
• Flexible benefits plan that adapts to your needs
• Flexible savings fund options
• A monthly home internet allowance

Considerable growth opportunities

• A career path with opportunities to learn and grow
• Proximity to your direct manager and open, honest communication to support your development
• Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career
  

Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year.

At Sherweb, we believe in pay transparency and fairness. The salary range provided is intended to give an indication of what you might expect for this role. However, we recognize that each candidate brings a unique set of skills and experiences. As such, the final compensation package will be tailored to reflect the specific qualifications and expertise of the chosen candidate, ensuring that we remain competitive and equitable in our offerings.

Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position require written and oral communication with an English-speaking clientele at all times.

#LI-Remote
#LI-AG