Service Operations Director - Evinova

Overview

Evinova is a health‑tech business within the AstraZeneca Group that accelerates delivery of better health outcomes by propelling the life sciences sector forward in digital health. Through science‑based expertise, evidence‑led rigour, and human insight, our digital solutions are deliberately designed to help everyone reach better health outcomes together.

The Problem You’ll Solve

Our platform supports critical work in clinical trials and digital health with customers worldwide. As we scale, the need for a dedicated, expert‑led function that owns how we respond to incidents—and reduces their frequency—is essential.

The Role

We’re looking for a Service Operations Director to thrive in complexity, lead with calm authority under pressure, and care about both the people affected by incidents and the technical resolution. This coordination and process leadership role connects engineering, product, and customer experience.

Responsibilities

Own Every Incident, End to End

• Serve as the single accountable coordinator for all production incidents, leading War Room response sessions and driving resolution.
• Coordinate and manage all internal incidents—including deployment failures, pre‑production performance degradation, staging outages, and any platform‑level or P1/P2 severity tooling or environment issue that prevents engineers from doing their work.
• Apply and refine Evinova’s tiered incident response plan, ensuring the right people are mobilized based on severity and customer impact.
• Authorize emergency change actions (ECA) during incidents where standard change processes cannot be followed.
• Chair blameless post‑incident reviews, producing clear action items and ensuring follow‑through.

Build the Structures That Prevent the Next One

• Develop and maintain incident response playbooks, runbooks, and escalation paths.
• Own our on‑call processes, on‑call tool configuration, on‑call schedules, and global handoff protocols.
• Track and report on incident KPIs—MTTD, MTTR, repeat incidents—and present trends to leadership.
• Partner with engineering leads to drive continuous improvement in platform reliability and incident preparedness.

Connect Engineering with the Business

• Own all stakeholder and executive communications during active incidents, providing timely and accurate updates. Coordinate with our customer‑service teams for all customer‑facing communication and interactions.
• Own customer‑facing incident communications— including status page updates, post‑incident summaries, and reusable communication templates.
• Own the process for publishing product documentation, user guides, and release notes—ensuring content reaches the right audiences at the right time, without owning the writing itself.

Qualifications

Must‑Have Experience and Skills

• 8+ years of experience in incident management, technical program management, or platform/cloud operations in an engineering organization.
• Proven ability to lead cross‑functional teams calmly and decisively under pressure.
• Excellent written and verbal communication skills, including experience communicating with senior leadership during live incidents.
• Familiarity with ITIL or similar incident and change management frameworks.
• Hands‑on experience with on‑call tooling—PagerDuty, Splunk On‑Call, or equivalent.
• Hands‑on experience with observability and monitoring platforms—Datadog, Splunk, CloudWatch, Grafana, or equivalent.
• Strong understanding of cloud infrastructure (AWS preferred) and modern SaaS architecture.
• Experience running post‑incident reviews and building a culture of blameless continuous improvement.

Highly Preferred Experience And Skills

• Background in health tech, regulated software environments, or high‑availability platforms.
• Experience with ITSM platforms—ServiceNow, Jira Service Management, or equivalent.
• Familiarity with SLO/SLI and error budget frameworks.
• Experience managing distributed, multi‑timezone on‑call rotations and global handoff protocols.
• Experience building or owning documentation publishing workflows across engineering organizations.
• Experience with software engineering practices to help close down issues preventing our engineers from working.

Benefits & Compensation

Base salary ranges from $165,656.80 to $217,424.55 USD, with variations based on market location and individual qualifications.

Eligible for a short‑term incentive bonus and participation in our equity‑based long‑term incentive program.

Benefits include a qualified retirement program (401(k)), paid vacation and holidays, paid leaves, and health benefits—medical, prescription drug, dental, and vision coverage—per applicable plans.

Additional details of participation will be provided upon offer. All employees are at‑will; the company reserves the right to modify compensation and benefits at any time.

Where to Learn More

• Explore what we’re building:
• Stay connected and see our impact in action:

Application Process

Apply today to bring smarter, faster clinical trials to life! Evinova is an equal‑opportunity employer that is committed to diversity and inclusion, and provides a workplace free from discrimination. We are committed to accommodating persons with disabilities.

Date Posted: 03-Apr-2026 | Closing Date: 23-Apr-2026

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. We welcome and consider applications from all qualified candidates, regardless of protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.

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