Director, Cloud & Managed Services - Remote Canada

Responsibilities:

• Lead and develop a strategic and scalable Cloud and Managed Services team that supports continued business growth and competitiveness. 
• Establish and implement technical IT program management frameworks, methodologies, and best practices to ensure the successful delivery of relevant lines of businesses, including managed services.
• Develop and maintain strong relationships with clients to build an in-depth understanding of their expectations,  business needs and goals. 
• Define and execute the roadmap for deployment automation, infrastructure automation, and platform engineering capabilities supporting Managed Services, SaaS, and customer-managed deployments.
• Lead and develop the Deployment Automation Engineering team responsible for designing, building, maintaining, and enhancing automation tooling, deployment pipelines, and operational platform capabilities.
• Establish DevOps and Platform Engineering best practices including Infrastructure-as-Code, CI/CD pipelines, configuration management, release automation, and deployment standardization.
• Provide operational leadership for Smile's SaaS platform, ensuring high availability, scalability, reliability, operational readiness, and continuous improvement of cloud-hosted services.
• Ensure cloud platforms are designed and operated in accordance with security-by-design principles, regulatory requirements, and organizational security policies.
• Drive standardization and automation across all deployment models, reducing manual effort, improving deployment consistency, and accelerating customer delivery.
• Participate in key marketing, pricing, pre-sales and sales activities for various Smile Digital Health programs, as needed.
• Ensure adherence to relevant contractual obligations as well as develop and execute action plans in the case of non-conformities.
• Collaborate with cross-functional teams to develop, complete and enhance marketing material, RFXs, legal contracts (including but not limited to SOWs, Master Service Agreements and Partner Contracts)  and IT procurement.
• Manage strategic planning, prioritization, and resource allocation for IT programs, balancing competing priorities and stakeholder needs.
• Collaborate with cross-functional teams and leaders to enhance customer engagement, experience and ensure customer success and satisfaction. 
• Lead incident and problem resolutions by working with internal teams such as Engineering, Client Support, Privacy & Security and Incident Management.
• Coordinate technology changes for customer environments and ensure teams and relevant partners adhere to organizational policies and ITIL practices. 
• Establish and maintain program governance structures, including steering committees, to provide oversight and guidance throughout the project lifecycle.

Requirements:

• 7+ years of experience in a senior cloud operations leadership role within IT and Cloud management services with Client consulting experience in developing, supporting, and delivering large-scale complex technological projects and initiatives in a complex healthcare technology environment.
• 5+ years experience with in-depth understanding of ITSM framework and best practices, including networking, cloud, cyber security, enterprise and IT support. 
• 3+ years of experience working with Cloud infrastructure and Kubernetes engineering teams to develop and deliver modern technology solutions. 
• Bachelor’s Degree in Computer Science, Information Technology, Business Administration or related field and/or equivalent work experience. 
• Significant experience leading and developing leaders in software engineering, platform engineering, DevOps, and/or infrastructure engineering teams responsible for automation tooling or cloud platform development. 
• Demonstrated experience growing and scaling Cloud operations and Managed Services capabilities with a strong customer focus. 
• Strong abilities in influencing critical strategic planning and decisions internally and with Clients. 
• In-depth knowledge of evolving technologies and how healthcare organizations consume cloud services. 
• Excellent strategic thinking with ability to align IT programs with business priorities and drive organizational transformation. 
• Strong demonstrated ability to build, strengthen, maintain and manage strong relationships with critical clients, vendors, and cross-functional teams and/or departments.
• Professional experience negotiating and managing client contracts or agreements as it relates to service levels and contractual obligations. 
• Deep understanding of Cloud pricing and demonstrated experience with managing budgets. 
• Demonstrated experience building or managing deployment automation platforms utilizing Infrastructure-as-Code, CI/CD pipelines, GitOps, or comparable automation frameworks.
• Experience ensuring organizational alignment with various security frameworks and industry standards including but not limited to ITIL, HITRUST, ISO 27001/ 27017/ 27018 and SOC-2 certifications
• Experience implementing or operating enterprise observability platforms including logging, metrics, tracing, monitoring, and alerting.
• Relevant certifications (e.g. CISM, CCSP, CISSP, ITIL, TOGAF), an asset.

Additional Information:

Smile discloses that artificial intelligence (AI) may be used in portions of the recruitment and selection process, such as resume screening or application assessment. All hiring decisions are ultimately made by qualified human decision-makers, and AI tools are used to support — not replace — fair and equitable hiring practices. 
This position is a new role, created to support Smile’s continued growth and commitment to operational excellence.