Why This Job is Featured on The SaaS Jobs
This Director, Command Center role sits at a core SaaS operational intersection: keeping always-on, globally used software reliable while standardising how service work gets done. The remit spans enterprise service management frameworks and a 24/7 “follow-the-sun” command center model, which is especially relevant in SaaS where uptime, incident response, and consistent customer-impact communication are business-critical.
From a SaaS career perspective, the role builds durable operating-system skills: designing incident/change/problem practices, defining metrics that reveal service health, and improving maturity over time. Experience aligning ITIL/ITSM standards with real-world cloud and application environments translates well across SaaS companies that are scaling support, SRE/operations, and customer-facing reliability functions. The emphasis on tooling, reporting, and automation opportunities also reflects how modern SaaS teams industrialise operations without losing responsiveness.
This position suits leaders who prefer structured problem-solving and cross-functional coordination, particularly those comfortable acting as an escalation point during major incidents. It will appeal to professionals who like balancing strategic process architecture with hands-on operational oversight across time zones, and who want accountability for how service management works end-to-end rather than owning a single technical domain.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Job Description
Overview
The Director, Command Center is a strategic leadership role responsible for establishing and maintaining enterprise-wide service management frameworks while overseeing global command center operations. This position requires a seasoned professional who can balance strategic process development with tactical operational oversight, ensuring seamless 24/7 service delivery across multiple time zones. The ideal candidate will serve as the architect of service management excellence while providing hands-on leadership during critical incidents and escalations.
Responsibilities
- Define, implement, and continuously improve the Common Process Framework (CPF) encompassing incident management, request management, change management, problem management, knowledge management, and metrics/vulnerability reporting
- Establish standardized processes, procedures, and documentation that ensure consistency and quality across all service management functions
- Drive process adoption and maturity across the organization through training, communication, and stakeholder engagement
- Maintain alignment with industry best practices (ITIL, ITSM) while adapting frameworks to meet specific organizational needs
- Create and maintain comprehensive metrics and reporting structures to measure process effectiveness and drive continuous improvement
- Provide direct oversight and management of Command Center operations during IST (Indian Standard Time) hours
- Lead the management of escalations and major incidents, ensuring rapid response, effective communication, and timely resolution
- Serve as the escalation point for complex technical issues and high-impact incidents affecting business operations
- Coordinate cross-functional teams during crisis situations to minimize business impact and restore services
- Ensure seamless hand-offs and communication between US and India-based managers and teams
- Facilitate and optimize the "follow-the-sun" operational model to provide continuous 24/7 coverage
- Develop and maintain standard operating procedures for shift transitions, ensuring no gaps in service delivery
- Foster collaboration and knowledge sharing across geographically distributed teams
- Monitor and improve communication protocols to ensure consistency in service delivery across all time zones
- Develop and execute strategic roadmaps for Command Center capabilities and service management maturity
- Identify opportunities for automation, tooling enhancements, and process optimization
- Collaborate with IT leadership to align Command Center operations with broader organizational objectives
- Drive cultural change initiatives to promote service excellence and customer-centric mindset
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
- 8+ years of experience in IT service management with at least 5 years in leadership roles
- Proven experience managing command center, NOC, or SOC operations in global, multi-time zone environments
- Demonstrated success in developing and implementing ITSM frameworks and processes
- Expert knowledge of ITIL v3/v4 framework and IT service management best practices
- Deep understanding of incident, problem, change, request, and knowledge management processes
- Experience with ITSM platforms (Jira Service Management, or similar)
- Strong understanding of vulnerability management and security reporting frameworks
- Familiarity with IT infrastructure, cloud technologies, and enterprise application environments
Certifications (Preferred)
- ITIL Expert or ITIL 4 Managing Professional
- Certified Incident Handler (GCIH) or similar security certifications
- Six Sigma or Lean certification
Additional Information
All your information will be kept confidential according to EEO guidelines.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)
Background checks are required for employment with insightsoftware, where permitted by country, state/province.
At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
