Director, Cloud & Managed Services - Remote Canada

Working for a company like Smile Digital Health means supporting our mandate for #BetterGlobalHealth. We strive towards this goal every day, and the results can be seen in the impact of our innovative health data platform and data management solutions, which are used in over 20 countries. We were #19 on Deloitte's Technology Fast 50 Ranking for 2024!

Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform.

At its heart, the Smile platform enables people and organizations to better manage healthcare data. We help generate and liberate structured healthcare data to ensure effective delivery across care teams and health systems bringing #BetterGlobalHealth to patients everyday!

The Director, Cloud & Managed Services is a highly effective strategic leader responsible for the development and implementation of strategy, delivery, operational excellence and evolution of Smile Digital Health's cloud platform, automation, and deployment automation capabilities to support an exciting phase of cloud-native ingrowth at Smile. This role leads effective multidisciplinary teams responsible for cloud operations and platform engineering to deliver secure, scalable, and automated deployment solutions supporting Managed Services, SaaS, and customer-managed environments. The Director partners closely with Engineering, Product, Professional Services, Security, and Customer Success to drive operational evolution and maturity, platform reliability, automation, and customer satisfaction.

• Lead and develop a strategic and scalable Cloud and Managed Services team that supports continued business growth and competitiveness.
• Establish and implement technical IT program management frameworks, methodologies, and best practices to ensure the successful delivery of relevant lines of businesses, including managed services.
• Develop and maintain strong relationships with clients to build an in-depth understanding of their expectations, business needs and goals.
• Define and execute the roadmap for deployment automation, infrastructure automation, and platform engineering capabilities supporting Managed Services, SaaS, and customer-managed deployments.
• Lead and develop the Deployment Automation Engineering team responsible for designing, building, maintaining, and enhancing automation tooling, deployment pipelines, and operational platform capabilities.
• Establish DevOps and Platform Engineering best practices including Infrastructure-as-Code, CI/CD pipelines, configuration management, release automation, and deployment standardization.
• Provide operational leadership for Smile's SaaS platform, ensuring high availability, scalability, reliability, operational readiness, and continuous improvement of cloud-hosted services.
• Ensure cloud platforms are designed and operated in accordance with security-by-design principles, regulatory requirements, and organizational security policies.
• Drive standardization and automation across all deployment models, reducing manual effort, improving deployment consistency, and accelerating customer delivery.
• Participate in key marketing, pricing, pre-sales and sales activities for various Smile Digital Health programs, as needed.
• Ensure adherence to relevant contractual obligations as well as develop and execute action plans in the case of non-conformities.
• Collaborate with cross-functional teams to develop, complete and enhance marketing material, RFXs, legal contracts (including but not limited to SOWs, Master Service Agreements and Partner Contracts) and IT procurement.
• Manage strategic planning, prioritization, and resource allocation for IT programs, balancing competing priorities and stakeholder needs.
• Collaborate with cross-functional teams and leaders to enhance customer engagement, experience and ensure customer success and satisfaction.
• Lead incident and problem resolutions by working with internal teams such as Engineering, Client Support, Privacy & Security and Incident Management.
• Coordinate technology changes for customer environments and ensure teams and relevant partners adhere to organizational policies and ITIL practices.
• Establish and maintain program governance structures, including steering committees, to provide oversight and guidance throughout the project lifecycle.

Smile discloses that artificial intelligence (AI) may be used in portions of the recruitment and selection process, such as resume screening or application assessment. All hiring decisions are ultimately made by qualified human decision-makers, and AI tools are used to support — not replace — fair and equitable hiring practices.
This position is a new role, created to support Smile’s continued growth and commitment to operational excellence.