Director of Operations
3 days ago
ABOUT US
Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.
Xsolla is seeking a visionary and highly skilled Director of Operations with a strong focus on IT Service Management (ITSM) to design, implement, and lead end-to-end service operations on a global scale. This role is central to unifying our technology and support ecosystem, ensuring world-class reliability, responsiveness, and customer experience across all time zones — 24x7x365. The ideal candidate will have a proven track record in establishing ITSM frameworks (e.g., ITIL, ISO 20000), building operational maturity, and enabling seamless coordination between engineering, product, infrastructure, and support teams.
Qualifications
- 7+ years of progressive experience in IT Operations, Service Delivery, or related leadership roles.
- Deep understanding of ITSM frameworks (ITIL v4, ISO and proven experience implementing them at scale.
- Strong background in incident, problem, change, and configuration management processes.
- Experience leading follow-the-sun or global operations models across multiple regions.
- Demonstrated success in building and managing high-performing distributed teams.
- Familiarity with monitoring, alerting, and ITSM tools such as ServiceNow, Jira Service Management, PagerDuty, Datadog, Dynatrace or similar.
- Exceptional communication, stakeholder management, and crisis leadership skills.Bachelor's or Master's degree in Computer Science, Information Systems, or related field.
The duties and responsibilities of this position may evolve over time to support the organization's goals and individual growth. This job description is intended to outline the general nature and level of work being performed and is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required.
By submitting your application, you consent to Xsolla conducting background checks, where permitted by law, after the final interview stage. All checks will comply with local regulations, and your information will be handled confidentially.
Xsolla takes your privacy seriously and will not sell or externally distribute any personal data received during the hiring process. In accordance with applicable data protection laws, Xsolla is committed to protecting your personal information and respecting your privacy.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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