Senior Director, SaaS Operations

Date Posted: 30+ days ago
Farnborough GU14 7JP

Job Description

Harmonic is the worldwide leader in video delivery solutions. We enable media companies and service providers to deliver ultra-high-quality streaming and broadcast services to consumers globally through innovative SaaS platforms and software-based appliances. We are changing the way media companies and service providers monetize live and on-demand content on every screen. More information is available at

The Harmonic VOS 360 platform is the world’s most advanced, fully managed cloud-native live streaming SaaS for exceptional quality from source to Screen. As Senior Director of SaaS Operations you are responsible to ensuring the VOS 360 platform and successfully scales to serve hundreds of millions of subscriber’s video content with very high reliability.

The VOS 360 platform is business critical to Harmonics growth and growing rapidly year over year. This position will lead the global SaaS Operations team to successfully scale as the business grows.

As Senior Director of SaaS Operations, you are responsible drive a very high standard of operational excellence in teams running of the VOS 360 platform, including the support and operations tasks they are responsible for. In this role, you will manage a team of site reliability engineers and report to the VP of Global Software Quality Assurance.

What you will be doing:

  • Drive excellent, consistent customer service measured by KPI.
  • Lead and develop our global Site Reliability Engineering teams to greater heights of effectiveness, customer service and accomplishment. Manage the teams to successfully scale as the VOS 360 SaaS business scales.
  • Ensure the Site Reliability Engineering Teams are adhering to Software Security, Incident Management, Issue Management and Change Management processes/practices.
  • Presentation of SaaS performance KPI to senior management and driving associated improvement plans.
  • Provide input into infrastructure lifecycle, product and service improvements to increase reliability and reduce cost in operations.
  • Drive service level objectives associated with Incident Management, such as customer communication and Root Cause Analysis reports.
  • Lead the evolution of internal SOPs, processes, and training to ensure Site Reliability Engineering team members have the needed skills and tools to support the production environments and deliver on project commitments.
  • Clear and concise communications across teams and with customers on operational activities or during incidents.

What you should have:

Management skills

  • Solid management experience with accountability for video systems providing service to a variety of customers and workflows.
  • Experience must include driving significant organizational development programs that resulted in measurable year over year improvements.
  • Demonstrated experience in scaling a technical engineering team up and continually improving team members skills and capabilities.
  • Demonstrated experience in using data as a core driver for decision making.
  • Demonstrated experience managing change control processes and working across functions to improve their effectiveness.
  • Demonstrated experience to influence, guide and reinforce the adoption of standards and processes across teams.
  • Demonstrated experience to develop strategies, proposals and implementation plans using strong interpersonal, written, and verbal communication skills, including written presentations.

Technical Skills

  • At least 5 years’ experience as a technical engineer in video. Cloud experience is desired.
  • Can demonstrate ability to learn technically complex video and/or cloud related projects quickly and identify potential risks or improvements to make in the design
  • Bachelor degree in Computer Science or related IT field

This role is remote with periodic travel to our HQ in San Jose, CA.

At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.

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