Fenix24 is an industry-leading cyber disaster recovery and restoration company. Battling threat actors as The World’s First Civilian Cybersecurity Force, Fenix24 delivers cybersecurity services through its four battalions: Fenix24 for ransomware recovery and restoration; Athena7 for IT security assessments, strategy and planning; Grypho5 for ongoing security-based management; and Argos99 for expert insights into data, assets and infrastructure. Under its Securitas Summa program, Fenix24 ensures organizations are prepared to effectively resist and rapidly recover from a cyberattack, offering a combination of managed data and infrastructure protection, real-time threat intelligence, and ongoing hardening and breach resistance.
Grypho5 is a “battalion” within Chattanooga, Tennessee-based Fenix24 — The World’s First Civilian Cybersecurity Force. Grypho5 specializes in comprehensive, security-based managed solutions using real-time, proprietary threat intelligence to ensure an organization's defenses are prepared to effectively resist and rapidly recover from a cyberattack.
About This Position
The Director of Enterprise Operations is a senior leadership role responsible for ensuring exceptional service delivery, operational excellence, and white-glove support for large enterprise clients.
Acting as the executive escalation point, this leader drives service quality, ensures SLA’s and contractual obligations are met, partners cross-functionally with product, sales engineering and customer success teams, and ensures feedback loops between delivery and commercial teams.
The Director oversees technical resources, ensures documentation and processes are continually updated, and aligns enterprise operations with business objectives to ensure client satisfaction, retention, and profitability.
Responsibilities
- Deliver white-glove service to enterprise customers, ensuring consistency and quality that drives retention and advocacy.
- Serve as the senior executive escalation point for enterprise clients, ensuring swift resolution of issues and proactive engagement.
- Oversee day-to-day enterprise service operations, ensuring adherence to SLAs, KPIs, and contractual requirements.
- Champion a culture of continuous improvement across service delivery, using data to drive improvements.
- Ensure delivery teams proactively anticipate client needs, resolve escalations, and identify opportunities to add value.
- Work with Sales Engineering and pricing teams to ensure that service delivery cost data and budget variances are factored into pricing calculators and proposals.
- Monitor and report on delivery budgets, proactively flagging risks and cost overruns.
- Partner closely with Product teams to communicate delivery challenges related to product feature gaps, documentation, and required enhancements.
- Partner with sales, account management, and product teams to support renewals, upsells, and solution expansion
- Contribute to strategic planning by identifying operational trends, opportunities for automation, and areas for efficiency gains
Skills and Abilities
- Excellent leadership, communication, influencing, negotiation, and stakeholder management skills.
- Ability to lead individuals and cross-functional teams in a flexible, dynamic, and rapidly evolving environment
- High emotional intelligence and decision-making under pressure
- Strong balance of operational and business acumen
- Customer-first mindset
- Influential leader with ability to drive change and transformation
- Strong cybersecurity and risk management skills
- Strong analytic, research, and critical thinking skills
Qualifications
- Bachelor’s degree in Business, Information Technology, Cybersecurity, or related field.
- 10+ years of progressive leadership experience in service delivery and enterprise client management.
- Demonstrated ability to lead global, cross-functional teams in a matrixed environment.
- Strong experience in managed services delivery models, including backup, firewall, endpoint, advisory services, SLAs, ticketing systems, and client onboarding processes.
- Experience partnering with Product and Sales Engineering teams to influence roadmaps and pricing models
- Strong track record of building client relationships at the executive level and driving measurable improvements in satisfaction and retention.
- Deep knowledge of service delivery frameworks (ITIL) and enterprise-level operations.
- Experience tracking and reporting delivery and performance metrics.
- Strong understanding of ITIL practices, service management tools (e.g., ServiceNow, ConnectWise), and SLAs/KPIs
Why work for us?
We offer a dynamic, innovative work environment with rewarding work - help save our clients from disaster!
We truly value our employees and provide an extraordinary package to prove it, including:
- Internal and external learning & development opportunities, including career advancement
- Competitive compensation & benefits including:
- Private health insurance
- Mental health and wellness programs
- Company-matched pension scheme
- Life insurance and income protection insurance
- Monthly fitness/gym membership allowance
Join the world's first Civilian Cybersecurity Force and take your career to the next level!
