Head of Platform Engineering & IT

Quick Facts

• Role: Head of Platform Engineering & IT
• Scope: Leads Platform Engineering, DevOps, SysOps, Telco, and Workplace IT (about 12 people including area leads)
• Focus: CCaaS product platform and AI platform operations and delivery reliability

Description

You will lead a transformation across Platform Engineering and IT to create a safe, predictable environment for product teams to deliver changes. The goal is measurable improvement in reliability and operational excellence, supported by platform thinking, automation, and disciplined operational practices. You will partner with CTO, Product, Development, QA, Architecture, and Security to set priorities and ensure operational readiness.

Responsibilities

• Define goals for each area, assess maturity, and translate business needs into change plans with measurable outcomes
• Develop area leads and teams: delegate decisions, build required competencies, and plan succession for critical roles
• Operate Platform Engineering as an internal product: shared environments, automation, and standard deployment paths
• Ensure service reliability through monitoring, alerting, on-call, incident handling, production change processes, restoration, and continuity
• Drive execution predictability by managing priorities, capacity, dependencies, and unplanned work
• Collaborate across domains to plan initiatives, assess feasibility, and confirm operational readiness
• Own Telco and connection quality leadership, including operator-related and security-focused change management
• Improve Workplace IT and the developer environment with secure tools and effective support
• Plan infrastructure and tooling budget, evaluate service costs, and manage vendor risk

Requirements

• Experience leading a multi-functional technical organization responsible for a production SaaS service
• Practical experience in DevOps, SRE, SysOps, or Linux administration; ability to assess change risk, deployment architecture, and pipeline configuration
• Experience ensuring production SaaS reliability (monitoring, incidents, on-call, release management, backup, and restore)
• Ability to treat internal platform engineering as a product (developer needs, roadmap, usage and effectiveness metrics)
• Transformation experience: lead technology/organizational change from diagnosis to durable outcomes
• Leadership capability: set measurable goals, develop autonomy in leaders, delegate responsibility, and measure results
• Data-driven work management (backlog clarity, WIP limits, capacity assessment, separation of planned work vs. incidents/emergencies)
• Business-technical decision making for Product and CTO (technical debt, operational risk, and cost trade-offs)
• Familiarity with ITIL/SRE/service management approaches; implement only what fits the organization’s scale and risk

Benefits

• Flexible working hours and remote work option
• Mandate to shape standards for delivery, reliability, developer experience, and service management
• Development budget for trainings, conferences, and online courses
• Medical care support and sports card