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Multiple locations
Toronto, Ontario, Canada
Ottawa, Ontario, Canada
Springfield, Illinois, United States of America
Atlanta, Georgia, United States of America
Austin, Texas, United States of America
Tallahassee, Florida, United States of America
St. Paul, Minnesota, United States of America
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JOB #R2102537

Director of Operations, Platform Solutions - Remote

*We are open to supporting 100% remote work anywhere within the US or Toronto.*

As the Director of Operations, you will lead the Platform Solutions operations team. You must have a solid technical infrastructure and cloud experience, strong project management skills, excellent service-oriented approach to operations. Act as part strategist and part troubleshooter with a laser-like focus on execution. This role is focused on supporting our operations by establishing and meeting target goals, ensuring operations team excellence, identification of failures, enacting solutions, and performing root cause analysis. A successful candidate will have dynamic interpersonal and communications skills, as well as the ability to multi-task and keep multiple discrete projects and initiatives on track. In addition, this role will assume the management of multiple operational-based teams that have significant impact on our clients and partners’ experience, so this role must have a burning desire to grow the continuous improvement efforts that drive our best in industry Infrastructure as Code efforts.

Performance Objectives:

  • Support hybrid environments, consisting of PaaS, IaaS, and on-premises components
  • Develop and maintain a culture of Continuous Improvement
  • Identify areas of improvement and develop plans to execute on those ideas
  • Manage Service Desk Operations and Lifecycle Management activities
  • Establish and maintain rituals and routines for service delivery, targeted at achieving the highest levels of availability and performance
  • Provide high level support to resolve difficult, complex, and sensitive problems with network, applications, and infrastructure resulting in meeting/exceeding customer service levels
  • Contribute to and maintain the knowledge repository and documentation
  • Assist Cyber Security team in keeping our information systems secure from attack and protect confidential information
  • Manage team, objectives, and projects effectively
  • Promote learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members
  • Comfortable interacting with Sr. Executives at all levels
  • Leads small to mid sized projects and programs working within the organization
  • Supports the workflow for multiple delivery teams and works with line management to determine priority
  • Designates resources for initiatives
  • Develops workflow at the line and group level
  • Knowledge of project management methodologies and tools
  • Ability to support organizational leadership, identify conflicting priorities and facilitate resolution
  • Ability to manage workflow leveraging Agile and Scrum methodologies
  • The ability to adjust schedule and align resources to fit into a dynamic agile environment
  • Knowledge of multiple methodologies such as Agile, DevOps, ITIL and Lean preferred


  • Bachelor’s Degree in Computer Science or similar areas of study, or a directly related field with 10 or more years of work experience
  • 10+ years’ work experience of leading IT operations organization
  • Exceptional ability to assess and communicate IT operations concepts and practices, with both business and IT stakeholders
  • Proven implementation of creative technology solutions that advance business objectives
  • Prior experience of supporting hybrid multi-cloud environments, including SaaS, PaaS, IaaS and on-premises solutions
  • Bachelor's degree in Computer Science, Engineering or a related field
  • Exceptional Customer Service orientation
  • Experience supporting remote workers
  • Experience supporting teams in India and other globally dispersed workers
  • Experience with on-call rotations and Network Operations Centers (NOC)
  • Strong process-oriented mindset and skill set. Excellent organizer of systems, tasks, priorities, and staff accountability
  • Hands on technical expertise in networking, information security, Windows, Linux, SQL Server, cloud platforms
  • Certifications, a plus
  • Experience implementing and operating ITIL and IT governance processes
  • Agility in response to a fast growing and changing priorities
  • At least 5 years managing people in an infrastructure environment. Excellent people skills and ability to build strong relationships across the organization
  • Experience in regulated environments. Knowledge of Risk Management concepts, HIPAA regulations, PCI standards a plus
  • Proven ability to supervise, train and motivate staff with emphasis on supervising the work of others including reviewing work and ensuring quality standards.

  Qualifications and Experience

  • Must be extremely detail-oriented and possess organizational skills
  • Excellent verbal and written communication skills
  • Strong computer knowledge including the MS Office Suite, VPN and collaboration tools.
  • Strong ability to multi-task, react and think quickly
  • Ability to maintain a high level of confidentiality
  • Ability and willingness to learn and recommend new software tools and applications
  • Ability to work independently
  • Must be flexible enough to work overtime when needed
  • Ability to travel 10%



Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

Toronto, Canada (CD80)

Systems Engineering

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.