Director, IT Operations
OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.
Job Summary
The Director, IT Operations and Services is responsible for OpenGov's global IT operations, spanning teams in Pune and the US, and owns global End User Services strategy - making sure the platforms, network, and support our workforce relies on every day are reliable, secure, and consistent across every site. Based in Pune and reporting to the Sr. Director of Enterprise Technology, this role owns the core IT platform stack (Google Workspace, Slack, Atlassian, and Okta), network management, and IT systems administration and engineering; partners with Systems Engineering on joint projects; and runs global IT asset and inventory management as well as office IT infrastructure and buildouts.
The ideal candidate provides the vision and leadership to run IT operations globally while remaining willing to build the strategy and do the work at the same time - setting direction without losing touch with the core stack, network, and tooling. Experience scaling IT operations in a high-growth, Global environment is important. They develop leaders and teams across geographies and time zones, hold every site accountable to measurable service levels, and drive an automation-first way of working across a global organization.
Responsibilities
Team & Global Operations
Lead and develop the global IT operations and end user services function, spanning teams in Pune and the US.
Own global End User Services strategy and set the standards, SLAs, and quality bar for IT across all sites.
Own IT systems administration and engineering, and partner with Systems Engineering on joint projects and shared initiatives.
Own the IT operations roadmap and budget, including managed service provider (MSP) strategy and where to leverage MSPs to scale support globally.
Platforms, Network & Infrastructure
Own the core IT stack - Google Workspace, Slack, Atlassian, and Okta - including Okta identity and access (SSO, provisioning, access policy).
Own network management and connectivity across all sites, ensuring reliable, secure infrastructure.
Own the Atlassian stack - Jira, Jira Service Management, and Confluence.
Own global office IT infrastructure - design, maintenance, and new-site buildouts - in partnership with Workplace.
Assets & Service Quality
Own global IT asset and inventory management, from procurement through retirement, and the associated hardware vendor relationships.
Be accountable for support quality and SLA attainment at every site, with consistent workflows and escalation paths.
Serve as senior escalation for major incidents and own change control for core systems.
Security & Compliance
Partner with Security to uphold identity, endpoint, and data-protection standards across the enterprise.
Ensure IT systems and processes meet compliance requirements (e.g., SOC 2), including audits and access reviews.
Requirements
13+ years in IT within a cloud-first, SaaS environment, including 6+ years managing IT teams - with experience managing managers or team leads.
Experience leading globally distributed teams across sites and time zones, including offshore and India-based teams.
Deep, hands-on expertise with Google Workspace, Slack, Atlassian, and Okta - with strong Okta IAM depth (SSO, provisioning, access policy).
Solid grounding in ITSM/ITIL - SLAs and incident, change, and problem management.
Experience running IT asset/inventory, network management, and office IT infrastructure/buildouts across multiple locations.
Able to set strategy and direction while staying hands-on; experience scaling IT operations in a high-growth, multinational environment.
Strong understanding of security and compliance (e.g., SOC 2) as it applies to IT operations.
A clear communicator and leader who sets standards, develops talent, and partners effectively with senior stakeholders. On-site in Pune; Bachelor's in IT/CS or equivalent experience.
Experience owning office IT infrastructure, site expansion and new-site buildouts.
Nice to Have
Experience selecting and managing managed service provider (MSP) relationships.
Experience supporting teams across both India and the US.
Familiarity with endpoint/MDM platforms (Kandji, Jamf, or Intune) and EDR tooling.
Scripting and automation experience (Bash, Python, or PowerShell) to drive an automation-first team.
Why OpenGov?
A Mission That Matters.
At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it’s the core of our democracy.
Opportunity to Innovate
The next great wave of innovation is unfolding with AI, and it will impact everything-from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.
A Team of Passionate, Driven People
This isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Chicago, Dubuque, Dallas, and Pune.
A Place to Make Your Mark
We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.
Benefits That Work for You
Enjoy an award-winning workplace with the benefits to match, including:
Comprehensive healthcare options for individuals and families
Flexible vacation policy and paid company holidays
401(k) with company match
Paid parental leave, wellness stipends, and HSA contributions
Professional development and growth opportunities
A collaborative office environment with weekly catered lunches.