Director, Technical Shared Services

Autodesk, Inc.; Northern (KY); Hybrid; USD 173,000 - 310,000; Full time

Job summary

Autodesk, Inc. seeks a transformational leader to build and guide its Technical Shared Services organization.

You will define a unified strategy across enterprise-wide support and operations, aligning Level 1/2 Production Support, Release Engineering, Data Services Support, and Access Management into a single high-performing function. You will lead managers and engineers to establish service standards, KPIs, and scalable processes, driving automation, better reliability, and improved customer

Qualifications

• 15+ years leading technical operations, support, or enterprise technology organizations.
• 5+ years leading managers and large cross-functional teams.
• Proven experience building or transforming enterprise shared services organizations.
• Experience leading Production Support, Release Engineering, Data Operations, IAM, or Enterprise App Support.
• Demonstrated success driving organizational change and operating model transformation.
• Experience developing service management frameworks, SLAs, metrics, and governance.

Responsibilities

• Develop and execute a long-term vision and operating model for Technical Shared Services.
• Align teams under a common strategy, service framework, and standards.
• Lead managers and individual contributors across diverse technical service functions.
• Establish enterprise-wide service delivery standards, SLAs, KPIs, and metrics.
• Create scalable processes to improve responsiveness, reliability, and efficiency.
• Drive automation and self-service capabilities where appropriate.
• Oversee incident management, deployment governance, and change control processes.
• Partner with security, compliance, and audit teams to ensure access controls meet enterprise standards.

Skills

People leadership

Cross-functional leadership

Executive communication

Change management

Strategic planning

Operational excellence

Service management

ITIL familiarity

Tools

ITIL

DevOps

SRE

Job description

Job Requisition ID # 26WD100745 Position Overview

We are seeking a transformational and highly influential leader to build and lead our Technical Shared Services organization. This role will be responsible for defining and executing a unified strategy across enterprise-wide support and operational functions, including Level 1 and Level 2 Production Support, Release Engineering, Data Services Support, and Enterprise System Access Management. The ideal candidate is an exceptional people leader who thrives in complex environments, brings teams together around a common vision, and creates scalable operating models that improve reliability, efficiency, and customer experience. This leader will serve as the connective tissue across product, engineering, operations, security, and business stakeholders to ensure our shared services capabilities operate as a single, high-performing organization. This role requires equal parts strategic leadership, operational excellence, organizational change management, and technical acumen.

Responsibilities

• Develop and execute a long-term vision and operating model for Technical Shared Services
• Align multiple teams and disciplines under a common strategy, service framework, and set of operational standards
• Foster a culture centered on accountability, customer service, continuous improvement, and operational excellence
• Lead managers and individual contributors across diverse technical service functions
• Establish enterprise-wide service delivery standards, SLAs, KPIs, and performance metrics
• Create scalable processes that improve responsiveness, reliability, and efficiency
• Drive standardization across support, release management, access management, and data operations
• Identify opportunities to automate manual processes and improve service delivery through tooling and AI-enabled capabilities
• Lead Level 1 and Level 2 support organizations responsible for incident management, issue resolution, and operational stability
• Establish clear escalation paths and support models across business-critical applications
• Drive root cause analysis and continuous improvement practices to reduce recurring incidents
• Partner with engineering teams to improve system reliability and operational readiness
• Establish a predictable, scalable release management framework across enterprise platforms
• Lead release planning, deployment governance, release readiness reviews, and change control processes
• Improve deployment quality, release velocity, and overall operational stability
• Partner with engineering leadership to modernize CI/CD and release practices
• Oversee operational support for enterprise data platforms, pipelines, reporting services, and integrations
• Ensure timely resolution of data quality and operational issues
• Partner with data engineering and analytics teams to establish sustainable support models and operational ownership
• Lead enterprise processes for system provisioning, deprovisioning, role management, and access governance
• Partner with security, compliance, and audit teams to ensure access controls meet enterprise standards
• Drive automation and self-service capabilities where appropriate
• Build strong relationships across Product, Engineering, Security, Operations, Finance, Sales, Customer Success, and Support organizations
• Influence leaders across the enterprise to adopt standardized service models and governance practices
• Develop multi-year roadmaps that support business growth, scalability, and operational resilience
• Lead organizational transformation initiatives and drive adoption of new operating models

Minimum Qualifications

• 15+ years of experience leading technical operations, support, engineering services, or enterprise technology organizations
• 5+ years leading managers and large cross-functional teams
• Proven experience building or transforming enterprise shared services organizations
• Experience leading one or more of the following functions: Production Support, Site Reliability / Operations Release Engineering , DevOps , Data Operations , Identity and Access Management , Enterprise Application Support
• Demonstrated success driving organizational change and operating model transformation
• Experience developing service management frameworks, SLAs, operational metrics, and governance processes
• Strong executive communication and stakeholder management skills

Preferred Qualifications

• Experience supporting enterprise platforms such as Salesforce, ERP, Data Platforms, Marketing Technology, Customer Success, or Finance systems
• Experience implementing automation, AI-assisted operations, or self-service capabilities
• Familiarity with ITIL, SRE, DevOps, Agile, and modern service management practices
• Experience operating in a global enterprise environment

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $173,200 and $310,420. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world.

Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic.

We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Belonging

We take pride in cultivating a culture of belonging where everyone can thrive.

Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification. Are you an existing contractor or consultant with Autodesk?

Learn More About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Learn More About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!