Head of Technical Shared Services & Platform Reliability

OpenTalent; North Carolina; On-site; USD 180,000 - 240,000; Full time

Job summary

OpenTalent seeks a transformational leader to build and run the Technical Shared Services organization in the United States. The role defines a unified strategy across Level 1/2 production support, release engineering, data services support, and access management, uniting product, engineering, operations, security, and business stakeholders for a single high-performing function.

The ideal candidate will shape operating models, establish enterprise-wide standards, and drive continuous

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

Job description

OpenTalent seeks a transformational leader to build and run the Technical Shared Services organization in the United States. The role defines a unified strategy across Level 1/2 production support, release engineering, data services support, and access management, uniting product, engineering, operations, security, and business stakeholders for a single high-performing function.

The ideal candidate will shape operating models, establish enterprise-wide standards, and drive continuous