Director, Digital Operations & Service Enablement

Logicalis, Inc. • Troy, MI • 1d ago

SummarynnThis 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.nnWorking 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.nnEssential Duties and ResponsibilitiesnnDigital Operations Execution & Service Enablementnn Leads execution of automation, observability, AI-enabled operations, and ITSM initiatives across Managed Servicesn Drive adoption of platforms, tools, and standards to improve delivery consistency, scalability, and operational efficiencyn Partners with architects and operations leaders to ensure services are fully enabled with monitoring, automation, and operational readinessn Develops and maintains service enablement standards, playbooks, and operational frameworks to support consistent deliverynnObservability, Automation & AI-Driven Operationsnn Leads development and adoption of observability capabilities, including monitoring, alerting, telemetry, and service visibilityn Ensures services are instrumented to generate actionable insights, enable proactive detection and earlier incident identification, and deliver operational transparencyn Drives an automation- and AI-first approach to reduce manual effort and improve operational scalabilityn Identifies and implements AI-driven insights, predictive operations, and intelligent alerting within service delivery workflowsn Continuously improves signal quality, alert accuracy, and signal-to-noise ratio to enhance operational effectivenessnnService Performance, Efficiency & Continuous Improvementnn Monitors service performance metrics and identify opportunities to improve efficiency, reliability, and responsivenessn Drives continuous improvement initiatives focused on reducing operational complexity and improving service qualityn Leads root cause analysis efforts and implement sustainable corrective actions for recurring issuesn Partners with Service Delivery/Customer Success and Operations teams to ensure operational improvements translate into improved perceived valuennChange Management & Adoptionnn Drives adoption of new tools, AI capabilities, and operational processes across delivery teamsn Develops and executes communication, training, and rollout plans to ensure successful implementationn Ensures changes are implemented with minimal disruption to ongoing operationsnnGeneralnn Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.n 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.n Supports and conducts self in a manner consistent with customer service expectations.nnSupervisory Responsibilities Leads a team responsible for digital operations, automation, observability, AI enablement, ITSM and other service enablement functions.nnQualificationsnnTo 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.nnEducation and/or Experience nnEquivalent combination accepted.nn Education:nn Bachelor's Degree in a related field.nn Experience / Technical Requirement

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