Service Operations Director - Evinova

About this role

WHY JOIN US?   Evinova is a health-tech business focused on accelerating better health outcomes by advancing digital transformation across the life sciences sector. By combining science-based expertise, evidence-led rigor, and deep human insight, we design digital solutions that enable healthcare to work better for everyone. Operating at the intersection of healthcare, technology, data, and analytics, we are helping unlock the full potential of digital health, transforming how clinical research is conducted, how care is delivered, and how patients experience healthcare. Our solutions are built to scale, driving efficiency, improving decision-making, and ultimately delivering better outcomes for patients worldwide.   At Evinova, we are driven by a shared purpose to transform health through data and digital innovation. Our teams collaborate across disciplines to solve complex challenges, continuously learning and evolving in a fast-paced, high-impact environment.   We also recognize the importance of flexibility and balance. Our ways of working support both individual needs and team collaboration. To foster connection and collaboration, employees are expected to work from the office three days per week , creating opportunities for in-person teamwork, innovation, and meaningful connection.

The Problem You’ll Solve:   Evinova is growing fast. Our platform supports critical work in clinical trials and digital health, our customers span the globe, and the stakes of any disruption are real. As we scale, so does the need for a dedicated, expert-led function that owns how we respond when things go wrong — and how we make sure they go wrong less often.   This role exists to build and lead that function.   The Role:   We’re looking for a Service Operations Director who thrives in complexity, leads with calm authority under pressure, and cares as much about the people affected by an incident as the technical resolution itself. This is a coordination and process leadership role — but is a connection point for engineering, product, and customer experience.   At Evinova, an incident is anything that prevents our engineers from doing their best work or our customers from being served: production outages, deployment failures, pre-production degradation, and internal tooling issues all fall within your remit. You will be the one person who owns the response, every time. You’ll work closely with our Customer Service team, who manage direct customer relationships during issues and outages. You’ll give them the structure, information, and communications support they need to keep our customers informed and confident — even when things are going wrong.   What You’ll Do:   Own Every Incident, End to End • Serve as the single accountable coordinator for all production incidents, leading War Room response sessions and driving resolution.

• Coordinate and manage all internal incidents — including deployment failures, pre-production performance degradation, staging outages, and any platform-level or P1/P2 severity tooling or environment issue that prevents engineers from doing their work.

• Apply and refine Evinova’s tiered incident response plan, ensuring the right people are mobilized based on severity and customer impact.

• Authorize emergency change actions (ECA) during incidents where standard change processes cannot be followed.

• Chair blameless post-incident reviews, producing clear action items and ensuring follow-through.  

Build the Structures That Prevent the Next One • Develop and maintain incident response playbooks, runbooks, and escalation paths.

• Own our on-call processes, on-call tool configuration, on-call schedules, and global handoff protocols.

• Track and report on incident KPIs — MTTD, MTTR, repeat incidents — and present trends to leadership.

• Partner with engineering leads to drive continuous improvement in platform reliability and incident preparedness.  

Connect Engineering with the Business • Own all stakeholder and executive communications during active incidents, providing timely and accurate updates. Coordinate with our customer service teams for all customer-facing communication and interactions.

• Own customer-facing incident communications — including status page updates, post-incident summaries, and reusable comms templates.

• Own the process for publishing product documentation, user guides, and release notes — ensuring content reaches the right audiences at the right time, without owning the writing itself.

What You Bring:   Must-Have Experience and Skills • Bachelor's Degree in a related field

• 8+ years of experience in incident management, technical program management, or platform/cloud operations in an engineering organization.

• Proven ability to lead cross-functional teams calmly and decisively under pressure.

• Excellent written and verbal communication skills, including experience communicating with senior leadership during live incidents.

• Familiarity with ITIL or similar incident and change management frameworks.

• Hands-on experience with on-call tooling — PagerDuty, Splunk On-Call, or equivalent.

• Hands-on experience with observability and monitoring platforms — Datadog, Splunk, CloudWatch, Grafana, or equivalent.

• Strong understanding of cloud infrastructure (AWS preferred) and modern SaaS architecture.

• Experience running post-incident reviews and building a culture of blameless continuous improvement.  

Highly Preferred Experience and Skills • Background in health tech, regulated software environments, or high-availability platforms.

• Experience with ITSM platforms — ServiceNow, Jira Service Management, or equivalent.

• Familiarity with SLO/SLI and error budget frameworks.

• Experience managing distributed, multi-timezone on-call rotations and global handoff protocols.

• Experience building or owning documentation publishing workflows across engineering organizations.

• Experience with software engineering practices to help close

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