Director, Global IT Operations and Services

OpenGov Inc.; Pune District; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

OpenGov Inc. seeks a Director of IT Operations and Services to lead global IT operations spanning Pune and the US. You will own the core IT stack—Google Workspace, Slack, Atlassian, and Okta—and drive world-class end-user services, security, and compliance.

You will scale teams globally, set SLA-driven standards, and partner with Security to ensure SOC 2 readiness. This role is hands-on and strategic, with on-site responsibility in Pune.

Qualifications

• 13+ years in IT within cloud-first, SaaS environments.
• 10+ years leading IT teams across geographies and time zones.
• Hands-on expertise with Google Workspace, Slack, Atlassian and Okta (IAM).
• Solid ITIL/ITSM foundation with SLAs, incident, change and problem management.
• Experience running IT asset/inventory, network management, and office infra across multiple locations.
• Able to set strategy and direction while remaining hands-on in a high-growth, multinational environment.
• Strong security/compliance understanding (e.g., SOC 2) and audits.
• On-site in Pune; Bachelor’s in IT/CS or equivalent.

Responsibilities

• Lead global IT operations and end-user services across Pune and the US.
• Own End User Services strategy, standards, SLAs, and quality across sites.
• Oversee IT systems administration and engineering; partner with Systems Engineering.
• Own IT operations roadmap and MSP strategy to scale support globally.
• Manage core IT stack (Google Workspace, Slack, Atlassian, Okta) and IAM.
• Own network management and office IT infrastructure; drive new-site buildouts.
• Oversee IT asset and inventory management and vendor relationships.
• Serve as senior escalation for major incidents and change control.
• Partner with Security to meet SOC 2 and other compliance requirements.

Skills

Global IT operations

Team leadership

Cloud/SaaS

Google Workspace

Okta IAM

ITIL/ITSM

Cross-functional collaboration

Communication

Education

Bachelor's in IT/CS

Tools

Google Workspace

Slack

Atlassian

Okta

Job description

The Director, IT Operations and Services is responsible for OpenGov's global IT operations, spanning teams in Pune and the US, and owns global End User Services strategy — making sure the platforms, network, and support our workforce relies on every day are reliable, secure, and consistent across every site. Based in Pune and reporting to the Sr. Director of Enterprise Technology, this role owns the core IT platform stack (Google Workspace, Slack, Atlassian, and Okta), network management, and IT systems administration and engineering; partners with Systems Engineering on joint projects; and runs global IT asset and inventory management as well as office IT infrastructure and buildouts.

The ideal candidate provides the vision and leadership to run IT operations globally while remaining willing to build the strategy and do the work at the same time — setting direction without losing touch with the core stack, network, and tooling. Experience scaling IT operations in a high-growth, Global environment is important. They develop leaders and teams across geographies and time zones, hold every site accountable to measurable service levels, and drive an automation-first way of working across a global organization.

Responsibilities

Team & Global Operations

• Lead and develop the global IT operations and end user services function, spanning teams in Pune and the US.
• Own global End User Services strategy and set the standards, SLAs, and quality bar for IT across all sites.
• Own IT systems administration and engineering, and partner with Systems Engineering on joint projects and shared initiatives.
• Own the IT operations roadmap and budget, including managed service provider (MSP) strategy and where to leverage MSPs to scale support globally.

Platforms, Network & Infrastructure

• Own the core IT stack — Google Workspace, Slack, Atlassian, and Okta — including Okta identity and access (SSO, provisioning, access policy).
• Own network management and connectivity across all sites, ensuring reliable, secure infrastructure.
• Own the Atlassian stack — Jira, Jira Service Management, and Confluence.
• Own global office IT infrastructure — design, maintenance, and new-site buildouts — in partnership with Workplace.

Assets & Service Quality

• Own global IT asset and inventory management, from procurement through retirement, and the associated hardware vendor relationships.
• Be accountable for support quality and SLA attainment at every site, with consistent workflows and escalation paths.
• Serve as senior escalation for major incidents and own change control for core systems.

Security & Compliance

• Partner with Security to uphold identity, endpoint, and data-protection standards across the enterprise.
• Ensure IT systems and processes meet compliance requirements (e.g., SOC 2), including audits and access reviews.

Requirements

• 13+ years in IT within a cloud-first, SaaS environment, including 10+ years managing IT teams — with experience managing managers or team leads.
• Experience leading globally distributed teams across sites and time zones, including offshore and India-based teams.
• Deep, hands-on expertise with Google Workspace, Slack, Atlassian, and Okta — with strong Okta IAM depth (SSO, provisioning, access policy).
• Solid grounding in ITSM/ITIL — SLAs and incident, change, and problem management.
• Experience running IT asset/inventory, network management, and office IT infrastructure/buildouts across multiple locations.
• Able to set strategy and direction while staying hands-on; experience scaling IT operations in a high-growth, multinational environment.
• Strong understanding of security and compliance (e.g., SOC 2) as it applies to IT operations.
• A clear communicator and leader who sets standards, develops talent, and partners effectively with senior stakeholders. On-site in Pune; Bachelor's in IT/CS or equivalent experience.
• Experience owning office IT infrastructure, site expansion and new-site buildouts.

Nice to Have

• Experience selecting and managing managed service provider (MSP) relationships.
• Experience supporting teams across both India and the US.
• Familiarity with endpoint/MDM platforms (Kandji, Jamf, or Intune) and EDR tooling.
• Scripting and automation experience (Bash, Python, or PowerShell) to drive an automation-first team.