p>As Managing Director and Global Head of SaaS Operations, you will: • Lead a global SaaS operations team delivering world-class service to our global customer base by strong leadership and a constant improvement focus • Build the team and processes to ensure Charles River's ability to reliably deliver cloud-based services efficiently, on a large scale • Proactively drive short, medium and long-term operational efficiency initiatives every day that improve profitability and customer satisfaction • Continually evolve and refine hosting environments for efficiency, scalability and maintainability • Deliver a differentiated yet consistently high service experience to our clients • Partner with Charles River's product management, engineering and professional services teams to improve the quality and efficiency of service • Proactively prevent outages and remediate them when they do happen.
• Strong critical thinking, problem solving, and decision-making skills • Experience in managing large scale, multi-location data centers, staff, and projects • Proven experience in recruiting and building world-class teams • Strong negotiation skills and the ability to influence internal business partners in a matrixed work environment • Track record of driving change, constant improvement focus and execution ability.