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Our North Sydney team is excited to welcome an Operational Leader who thrives on building smart systems, leading diverse teams, and turning complexity into clarity on a global scale!
As part of our Senior Leadership Team, the Director of Operations & Support plays a pivotal role in Soprano's global production environment, leading the planning, optimisation, and ongoing management of mission‐critical deployments.
You'll own the core operational pillars that keep our platforms performing at scale, leading and collaborating across multi‐functional teams, while aligning and motivating people to deliver consistently high‐quality outcomes. This includes overseeing teams responsible for systems implementation, performance, capacity, security, monitoring, and incident management. You'll ensure service availability, drive continuous improvement, and build processes that are scalable, sustainable, and enhanced.
As a trusted leader, you'll mentor talent, uphold compliance and policy standards, and foster a culture of operational excellence. Your leadership will help shape the strategic direction of our platform and ensure our global operations run smoothly, efficiently, and with a forward‐looking mindset.
WHAT YOU'LL DO:
Change Management
Lead the planning, optimisation, operation, and maintenance of Soprano's global platform.
Manage global Operations, NOC, and Customer Support teams to ensure platform stability, service quality, and customer satisfaction.
Oversee system implementation, system updates and changes, performance, capacity, security, monitoring, and incident management to maintain high availability and meet SLAs.
Direct incident response, service restoration, problem resolution, and major incident reporting.
Build scalable, sustainable, well‐documented processes and ensure compliance with policies, standards, and change‐management controls.
Improve response processes and maintain accurate incident reports.
Operational Excellence and Continuous Improvement
Partner with senior leaders on strategic planning, resource allocation, and key operational decisions.
Monitor infrastructure to detect and prevent service interruptions, including customer‐hosted environments.
Provide operational input into product development, including effort estimates and feedback to improve reliability and reduce support demand.
Oversee maintenance schedules, upgrades, patches, and security measures in line with company policies and ensuring timely rollout of technology changes.
Leading a Diverse Team
Mentor and develop team members, set performance expectations, and drive operational objectives including delivering clear reporting on team progress, performance and support activity.
Champion operational excellence and uplift technical standards across engineering teams.
Stay current with industry trends and represent Soprano in relevant forums.
Demonstrate strong technical and professional leadership, fostering a safe, compliant, and inclusive workplace.
Perform additional duties as required to support organisational goals.
WHAT YOU'LL BRING:
10+ years' experience including managing operations teams (i.e. software engineers)
Background in project management and dependency management.
Experience in a similar industry, in particular CPAAS, SAAS in Enterprise Software.
Expert technical skills in Linux, scripting (shell/Python/Perl), networking, databases, web servers, monitoring and alerting tools (e.g., Nagios).
Proven experience managing global technical teams across engineering, operations, and support.
Strong capability in planning, resource coordination, team building, and producing clear internal/external reports.
Demonstrated leadership in problem‐solving, navigating ambiguity, process improvement and thriving in fast‐paced environments.
Deep experience driving strategy to execution with strong organisational, analytical, and detail‐oriented skills.
Skilled at influencing and negotiating across executives, senior leaders, and engineering teams.
Excellent communicator with strengths in expectation management, facilitation, and conflict resolution.
Ability to break down complex problems, make data‐supported decisions, and balance business, user, and technical priorities.
Comfortable working across diverse cultures and global teams.
Positive attitude, high drive, and a commitment to excellence.
WHY WORK FOR SOPRANO:
Industry Leadership: Join a global leader in the CPaaS (Communication Platform as a Service) space with a customer-first approach that allows us to achieve significant results with our clients and partners, ensuring we continue to lead in enterprise communications.
Tech-Driven Innovation: We're passionate about building future‐ready technology that fosters deeper trust, richer meaning, and stronger connections. If you love working on impactful solutions, you'll feel right at home here.
Global Team, Local Feel: Headquartered in Sydney, we operate across Europe, North America, South America, Southeast Asia, and New Zealand - giving you the opportunity to collaborate with diverse teams and gain global exposure.
People-First Culture: We believe in creating a workplace where everyone feels respected, valued, and empowered to bring their best selves to work. We trust our employees to achieve and give them the tools to succeed.
Learning and Development: As a nimble company with a global footprint, we offer unique opportunities to grow your skills, gain cross‐market insights, and accelerate your career in a dynamic environment.
Hybrid Working: We embrace hybrid work and remote roles where possible, giving you the freedom to stay connected with global teams while making space for what matters most in your life.
Refer a Friend, Get Rewarded: Know someone amazing? Refer them to Soprano and get rewarded when they join the team permanently. Great people know great people and we give you the opportunity to influence.
Wellness that works: We provide several global benefits such as birthday leave, employee assistance program, annual wellness subsidy, down to having a fully stocked kitchen with fun office events that bring the team together.
Supporting Parents: We know family comes first and to celebrate this major milestone, Soprano provides additional parental leave to primary and secondary carers.
And many more in the works!
People are at the core of what we do, and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications regardless of age, gender, nationality, backgrounds and cultures. Please let us know if you require any adjustments to the recruitment process.
All successful applicants will need to provide two professional reference checks and are subject to satisfactory background checks. For Further information visit Candidate Privacy Policy
Your application will include the following questions:
* Which of the following statements best describes your right to work in Australia?
* How many years' experience do you have as an Operations Director?
* Do you have experience managing teams remotely?
* What's your expected annual base salary?
* How much notice are you required to give your current employer?
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