Director of Operations

Xsolla; Kuala Lumpur; On-site; MYR 100,000 - 130,000; Full time

Job summary

A global commerce company is seeking a Director of Operations to lead IT Service Management efforts on a global scale. This role emphasizes unifying technology and support ecosystems, ensuring responsiveness and customer satisfaction across time zones. The ideal candidate brings 7+ years of experience, deep knowledge of ITSM frameworks, and the ability to manage distributed teams. This position is based in Kuala Lumpur, Malaysia.

Qualifications

• 7+ years of progressive experience in IT Operations or Service Delivery.
• Deep understanding of ITSM frameworks and proven experience implementing them at scale.
• Experience leading global operations models across multiple regions.

Responsibilities

• Develop and implement a comprehensive IT Service Management strategy.
• Design and operationalize a global service operations model.
• Establish war room protocols for major incident management.

Skills

ITSM frameworks

Incident management

Crisis leadership

Education

Bachelor’s or Master’s degree in Computer Science or related field

Tools

ServiceNow

Jira Service Management

PagerDuty

Datadog

Dynatrace

Job description

ABOUT US

Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.

For more information, visit xsolla.com.

Xsolla is seeking a visionary and highly skilled Director of Operations with a strong focus on IT Service Management (ITSM) to design, implement, and lead end-to-end service operations on a global scale. This role is central to unifying our technology and support ecosystem, ensuring world-class reliability, responsiveness, and customer experience across all time zones — 24x7x365. The ideal candidate will have a proven track record in establishing ITSM frameworks (e.g., ITIL, ISO 20000), building operational maturity, and enabling seamless coordination between engineering, product, infrastructure, and support teams.

ITSM Strategy & Governance

• Develop and implement a comprehensive IT Service Management (ITSM) strategy aligned with business goals.
• Define and enforce ITSM policies, standards and KPIs across incident, problem, change and request management processes.
• Introduce and maintain a service catalog in collaboration with product and application teams, ensuring clear ownership and visibility of all services.
• Establish continuous improvement mechanisms, leveraging metrics, SLAs and post-incident reviews.

End-to-End Service Operations

• Design and operationalize a global service operations model spanning Asia, Russia, Central Europe and the Americas.
• Build and lead 24x7x365 operational coverage, ensuring follow-the-sun continuity and rapid incident response.
• Oversee incident and escalation management to minimize downtime and impact to internal and external customers.
• Partner with engineering and platform teams to create operational playbooks, monitoring frameworks and proactive alerting systems.

Collaboration & Leadership

• Act as a bridge between infrastructure, applications and business units to ensure holistic service delivery.
• Partner with the Applications and Platform Engineering teams to integrate ITSM best practices into their delivery lifecycles.
• Mentor and develop a geographically distributed team of operations managers, service owners and technical leads.
• Drive a culture of accountability, transparency and operational excellence across the organization.

Operational Readiness & Continuous Improvement

• Establish war room and major incident management protocols to coordinate rapid cross-functional response during high-severity events.
• Implement and optimize tools for observability, automation and service reporting.
• Foster alignment between ITSM processes and DevOps principles to accelerate issue resolution and reduce mean time to recovery (MTTR).
• Measure, analyze and report on key service metrics to senior leadership, highlighting areas for efficiency and risk reduction.

Qualifications

• 7+ years of progressive experience in IT Operations, Service Delivery or related leadership roles.
• Deep understanding of ITSM frameworks (ITIL v4, ISO 20000) and proven experience implementing them at scale.
• Strong background in incident, problem, change and configuration management processes.
• Experience leading follow-the-sun or global operations models across multiple regions.
• Demonstrated success in building and managing high-performing distributed teams.
• Familiarity with monitoring, alerting and ITSM tools such as ServiceNow, Jira Service Management, PagerDuty, Datadog, Dynatrace or similar.
• Exceptional communication, stakeholder management and crisis leadership skills. Bachelor’s or Master’s degree in Computer Science, Information Systems or related field.

The duties and responsibilities of this position may evolve over time to support the organization’s goals and individual growth. This job description is intended to outline the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities and qualifications required.

By submitting your application, you consent to Xsolla conducting background checks, where permitted by law, after the final interview stage. All checks will comply with local regulations, and your information will be handled confidentially.

Xsolla takes your privacy seriously and will not sell or externally distribute any personal data received during the hiring process. In accordance with applicable data protection laws, Xsolla is committed to protecting your personal information and respecting your privacy.

For any inquiries related to data privacy, please contact: [e-mail]