Service Operations Director - Hybrid

Service Operations Director

We are seeking a strategic and results-driven Service Operations Director to lead automation service operations supporting pharmacy fulfillment across a highly automated network. This role is critical in ensuring system reliability, optimizing performance, and enabling high-quality patient fulfillment. You will lead high-performing teams, partner cross-functionally, and drive continuous improvement in a fast-paced environment where uptime and precision are essential.

Responsibilities

• Drive automation reliability by improving uptime, reducing downtime, and enhancing overall equipment effectiveness.
• Lead proactive maintenance strategies, root cause analysis, and response plans for critical production-impacting issues.
• Optimize enterprise preventive maintenance programs to improve effectiveness, compliance, and efficiency.
• Establish scalable support models, including after-hours coverage and escalation processes for critical issues.
• Partner with operations and engineering teams to improve throughput and eliminate process bottlenecks.
• Own repair and maintenance budgets, driving cost efficiency and optimizing total cost of ownership.
• Strengthen vendor partnerships, service agreements, and spare parts strategies to support reliability goals.
• Lead and develop multi-site teams, building strong leadership pipelines and fostering a culture of accountability and continuous improvement.
• Leverage data, predictive technologies, and performance metrics to inform decisions and improve service delivery outcomes.

Qualifications

Required Qualifications

• 8+ years of leadership experience in IT service operations, automation service, maintenance, reliability engineering, or related fields.
• 5+ years of people leadership experience, including leading managers and cross-functional teams.
• Experience managing multi-site service operations and supporting critical production environments.
• Proven ability to manage budgets, vendors, and operational performance metrics.
• Strong knowledge of preventive maintenance systems, asset management tools, and reliability practices.

Preferred Qualifications

• Bachelor's degree in Engineering, Operations, Business, Supply Chain, or a related field, or equivalent experience.
• Experience with pharmacy automation, manufacturing automation, or distribution systems.
• Familiarity with robotics, packaging automation, or sortation systems.
• Lean or Six Sigma certification.
• Experience with predictive maintenance technologies, AI tools, or advanced analytics.