At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Reporting directly to the SVP Global Service Delivery, the F5 Global Services Business Operations Senior Director is a key member of the Global Services Leadership team. This role is responsible for developing and executing the Global Service portfolio operations strategy, unifying multiple services operations teams, and creating a comprehensive Global Services Operations Roadmap. The leader provides strategic advisement on support operations, drives key performance indicators (KPIs) and continuous improvement initiatives. The leader serves as an ambassador for Global Services, representing it in cross-functional initiatives and programs, and ensuring strategic alignment across all F5 Business Units.

The ideal candidate will excel in fostering team member engagement and career development, creating an innovative and collaborative work environment, and demonstrating a strong ability to lead, innovate, and drive performance across diverse teams. The dynamic nature of the position requires comfort with frequent multi-tasking across technical, business, strategic, marketing, and planning activities while leading internal initiatives to foster innovation and creativity within the Global Services organization.

Primary Responsibilities

Strategic Leadership:
Develop and execute an operational strategy for technical support, ensuring alignment with corporate goals. Provide strategic insight on evolving support models across hardware, SaaS, and hybrid environments.
Operations Management:
Oversee multiple programs, including business development, release readiness, project management, and workforce management. Ensure performance metrics, financial targets, and operational goals are achieved.
Global Services Portfolio:
Lead the development of the Global Services Product Strategy and Roadmap, driving business model evolution, process excellence, and technology advancements. Lead virtual global teams to deliver new services using automation, AI, and other tools to enhance customer experience.
Cross-Functional Leadership:
Serve as a subject matter expert and ambassador for Global Services across F5 business units. Collaborate with Product Engineering and Product Management to focus on improving customer experience and market efficiencies.
Customer and Partner Engagement:
Engage with major customers and partners, influencing senior decision-makers to align with F5’s objectives. Work with regional and global programs to increase partner effectiveness.
Continuous Improvement:
Drive operational improvements through industry best practices, process optimization, and business insights. Lead and mentor teams in a collaborative, innovative work environment focused on growth and efficiency
Provide insight on industry directions and business process best practices with recommendations for practical applications.
Leverage knowledge, management, technical skills, quantitative and analytical abilities to identify key drivers for improved business workflows
Lead Global Services product council to interface with Product Engineering and Product Management, focused and measured on customer experience and go to market efficiencies.

Other Responsibilities

This position will include coaching and mentoring of leaders and other staff.
Be a role model for Diversity and Inclusion within F5. Actively support F5 EIG’s
Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
Performs other related duties as assigned.

Knowledge, Skills and Abilities

Experience in managing technical support teams, operations and release readiness teams for software companies supporting multiple models; Hardware, Software, SaaS
Proven track record in driving advancements in technical support operations, unifying multiple operational models and setting KPI, while providing Strategic recommendations to executives. Ability to work globally, leading virtual teams, in a fully diverse environment.
Excellent leadership, negotiation & persuasion skills. Proven track record of influencing different levels of audiences to drive a consensus.
Exceptional organizational skills and proven track record setting KPI and building high performance teams.
Experience with risk identification, analysis, assessment, and mitigation.
Ability to navigate multiple processes and drive momentum through to achieve the result.
Strong interpersonal and presentation skills.
Ability to transfer potentially complex ideas to a wide audience through both verbal and written communication.
Demonstrated strong written documentation skills.
Demonstrated ability to create and maintain relationships in varied organizations and assist in the successful creation of relevant service and product offerings.

Qualifications

Minimum of 15 years related experience to program and operations management.
Preferred 10+ years previous work experience in a Support Leadership role.

Physical Demands and Work Environment

Duties require the ability to travel up to 10% via automobile and airplane and may require outside normal working hours (evenings).
Job may be performed in an office environment sitting at a desk or computer table.
Duties require the ability to utilize a computer / laptop, communicate over the telephone, and read printed material.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

The annual base pay for this position is: $221,189.00 - $331,783.00

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.