Director - IT Operations

five9; Chennai District; Hybrid; INR 4,000,000 - 6,500,000; Full time

Job summary

Five9 is seeking an IT Operations Director to serve as the operational backbone of the IT department and align IT strategy with Five9's business objectives. You will lead budgeting, OKRs, governance, and continuous improvement across IT while partnering with executives to drive transformation and efficiency.

The ideal candidate brings 8+ years in IT Operations/Strategy, a track record of managing large budgets and vendor relationships, and a hands-on, strategic mindset toward IT-enabled business

Qualifications

• Minimum 8 years of progressive experience in IT Operations, IT Strategy, or IT Business Management.
• Proven track record of managing complex IT budgets, forecasting, and vendor relationships.
• Solid use of AI to build skills, agents and apps to bring efficiency to the IT business.
• Deep understanding of OKR methodologies, ITIL, agile frameworks, and continuous improvement practices.
• Exceptional executive presence and storytelling capability. Ability to translate complex technical and operational concepts into clear, actionable business insights.
• Demonstrated ability to lead through influence, drive cross-functional alignment, and execute strategic initiatives without direct reporting lines.

Responsibilities

• Financial & Budget Oversight: Take ownership of the global IT budget. Monitor spend, optimize costs, and ensure financial predictability and alignment with corporate targets.
• OKR Strategy & Tracking: Lead the development, alignment, and rigorous tracking of IT Objectives and Key Results (OKRs). Ensure department goals map directly to Five9's overarching business priorities.
• "IT for IT" Program Leadership: Champion and manage the "IT for IT" program, focusing on advancing our internal IT capabilities, tooling, and operational maturity to make the IT organization a model of efficiency.
• Business Alignment & QBRs: Facilitate and lead Quarterly Business Reviews (QBRs) for the IT organization. Surface key metrics, operational health, and strategic roadmap progress to executive leadership.
• Organizational Transformation & Continuous Improvement: Drive change management and continuous improvement initiatives within IT. Identify operational bottlenecks and implement scalable frameworks that foster agility and high performance.
• Policy Management & Governance: Establish, maintain, and oversee IT policies, standards, and governance frameworks to ensure compliance, mitigate risk, and maintain operational integrity.
• Department Updates & Communications: Act as the primary liaison for communicating IT department updates, wins, and operational changes to the broader Five9 business.

Skills

IT Operations leadership

IT budgeting & forecasting

OKR methodology

IT governance

AI for IT optimization

Executive storytelling

Cross-functional collaboration

Change management

Job description

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Role Overview

We are seeking a strategic and highly motivated IT Operations Director to join our team. This role will serve as the operational backbone of the IT department. You will join the IT leadership team partnering directly with them and cross-functional stakeholders to drive organizational transformation, manage financial performance, and ensure IT strategies align with broader Five9 business objectives.

The ideal candidate is a strategic thinker with a hands‑on approach to problem-solving, possessing deep expertise in IT financial management, governance, and operational continuous improvement.

Key Responsibilities

• Financial & Budget Oversight: Take ownership of the global IT budget. Monitor spend, optimize costs, and ensure financial predictability and alignment with corporate targets.
• OKR Strategy & Tracking: Lead the development, alignment, and rigorous tracking of IT Objectives and Key Results (OKRs). Ensure department goals map directly to Five9's overarching business priorities.
• "IT for IT" Program Leadership: Champion and manage the "IT for IT" program, focusing on advancing our internal IT capabilities, tooling, and operational maturity to make the IT organization a model of efficiency.
• Business Alignment & QBRs: Facilitate and lead Quarterly Business Reviews (QBRs) for the IT organization. Surface key metrics, operational health, and strategic roadmap progress to executive leadership.
• Organizational Transformation & Continuous Improvement: Drive change management and continuous improvement initiatives within IT. Identify operational bottlenecks and implement scalable frameworks that foster agility and high performance.
• Policy Management & Governance: Establish, maintain, and oversee IT policies, standards, and governance frameworks to ensure compliance, mitigate risk, and maintain operational integrity.
• Department Updates & Communications: Act as the primary liaison for communicating IT department updates, wins, and operational changes to the broader Five9 business.

Qualifications & Experience

• Minimum 8 years of progressive experience in IT Operations, IT Strategy, or IT Business Management, preferably within a SaaS, Cloud, or high-growth technology environment.
• Proven track record of successfully managing complex IT budgets, forecasting, and vendor financial relationships.
• Solid use of AI to build skills, agents and apps to bring efficiency to the IT business.
• Deep understanding of OKR methodologies, ITIL, agile frameworks, and continuous improvement practices.
• Exceptional executive presence and storytelling capability. Ability to translate complex technical and operational concepts into clear, actionable business insights.
• Demonstrated ability to lead through influence, drive cross-functional alignment, and execute strategic initiatives without direct reporting lines.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal .

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.