Global Head of Service Reliability & Customer Operations

InterSystems Corporation; Dublin; Hybrid; EUR 140,000 - 190,000; Full time

Job summary

InterSystems in Dublin is seeking a Senior Manager to lead global teams responsible for operating, securing, and continuously improving our Managed Services platform, with accountability for reliability, security, compliance, and customer experience.

You will drive incidents, governance, and customer-facing improvements across operations, reliability, and security, while mentoring a high-performing team and aligning technical priorities with business objectives.

Qualifications

• 10+ years in cloud operations or managed services.
• 3+ years of people leadership managing technical teams.
• Experience leading globally distributed operational organizations.
• Strong knowledge of cloud infrastructure, reliability, security, and compliance.
• Proven experience leading major incidents and managing customer escalations.
• Experience working in regulated environments.
• Strong leadership, communication, and stakeholder management skills.
• Ability to balance customer needs, technical priorities, operational risk, and business objectives.
• Experience managing teams across multiple technical disciplines.

Responsibilities

• Lead globally distributed teams across Operations & Reliability, Security & Compliance, and Customer Experience.
• Drive improvements in service availability, observability, capacity management, backup and recovery, disaster recovery, and operational tooling.
• Ensure operational readiness for new platform capabilities and services.
• Oversee identity, access controls, vulnerability management, compliance automation, audit readiness, and security operations.
• Improve customer-facing operations, including reporting, notifications, lifecycle workflows, provisioning visibility, and dashboards.
• Lead major incidents and customer-impacting events, including Severity 1 incidents and emergency production actions.
• Represent Managed Services during customer escalations, audits, assurance activities, and executive engagements.
• Balance reliability, customer outcomes, operational risk, and cost efficiency.
• Lead, coach, hire, and develop a high-performing global organization.

Skills

Cloud operations

Managed services

SRE

Security operations

Regulatory compliance

Incident management

Leadership

Stakeholder management

Communication

Strategic planning

Education

Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent

Job description

InterSystems in Dublin is seeking a Senior Manager to lead global teams responsible for operating, securing, and continuously improving our Managed Services platform, with accountability for reliability, security, compliance, and customer experience.

You will drive incidents, governance, and customer-facing improvements across operations, reliability, and security, while mentoring a high-performing team and aligning technical priorities with business objectives.