At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

The VP, RelativityOne Operations will be responsible for key functions in the Service Delivery team: RelativityOne Operations Center, File / SQL PaaS, ITIL Processes, and RelativityOne Customer Support. The VP will lead each team, setting strategic direction for RelativityOne Operations overall and each respective team, designing best practices, and driving continuous improvements across the organization. The VP will be responsible for working closely with The OC and the Engineering leadership team to help drive overall Relativity strategic direction, ensure close collaboration, and determine how RelativityOne Operations fits into the vision for the broader organization.

Responsibilities

• RelativityOne Operations Center:
• Design and set overall strategy for the RelativityOne Operations Center, in both the interim and future state
• Lead the Operations team as our capabilities as a SaaS company expand and mature, and be a SaaS subject matter expert to The OC
• Set Operations standards and best practices for Service Delivery, Engineering, and Customer teams to follow
• Work closely with the Customer Group leadership to ensure we are continuing to mature and meet customer expectations
• Set direction, provide coaching and technical expertise, and oversee activities for the Operations managers
• Monitor the effectiveness of the Operations Center, share best practices, and drive continuous improvements across the capabilities
• Facilitate close collaboration across all Service Delivery teams, Engineering, Product Management, Security, and the Customer Group
• File / SQL PaaS:
• Design and set overall strategy for the File and SQL PaaS teams, in both the interim and future state
• Work with leaders to develop a roadmap based on what our product needs to deliver, collaborating closely with other engineering teams, product management, customers, sales, architects, and our CEO
• Set direction, provide coaching and technical expertise, and oversee activities for the engineering leaders on each team
• Lead the progression of Relativity’s technology platform, working collaboratively with the Engineering and Product leadership team in establishing the vision for Relativity’s software architecture to support the demands of today’s applications and future products
• Ensure teams are organized, disciplined, process-oriented, and can scale with our organization as the PaaS services grow
• Empowers engineers and managers to make the biggest impact possible for Relativity, challenge team members to reach their professional goals, and recruit and develop the best engineering talent
• Facilitate ongoing, tight collaboration with the Operations Center and Engineering leadership
• Site Reliability Engineering:
• Design and set overall strategy for the Site Reliability Engineering team, in both the interim and future state
• Design, plan, and oversee the overall SRE operating model with teams that will require close collaboration (e.g. Proactive Squad, Operations Center, Customer Support, Engineering)
• Set direction, provide coaching and technical expertise, and oversee activities for the Director
• Work with the Director to build out and continuously enhance a standardized procedure to identify and fix performance, availability, and stability issues that can be scaled with RelativityOne
• Ensure teams are organized, disciplined, process-oriented, and can scale with our organization as the SRE practice grows
• Empowers engineers and managers to make the biggest impact possible for Relativity, challenge team members to reach their professional goals, and recruit and develop the best engineering talent
• Facilitate ongoing, tight collaboration with the Proactive Squad, the Operations Center, Customer Support, and Engineering leadership
• ITIL processes:
• Design and set strategy for the ITIL capabilities, particularly Incident, Change, Problem, Event, and Configuration, and a cohesive view of how each process works together
• Design, plan, and oversee the overall ITIL operating model and associated processes and procedures
• Monitor the effectiveness of the various ITIL processes, share best practices, make recommendations, and drive continuous improvements of the capabilities
• Set direction, provide coaching, and oversee activities for the ITIL managers of each process
• Engage with the Engineering teams to apply the ITIL framework to engineering processes
• RelativityOne Customer Support:
• Design and set overall RelativityOne Customer Support strategy
• Oversee the RelativityOne Customer Support team to achieve defined SLAs, customer satisfaction, and report on KPI’s
• Facilitate close collaboration across Customer Support, Operations, and ITIL processes within Service Delivery
• Work with Director to design processes and procedures to improve operational efficiency, customer satisfaction, and goal attainment
• Promote a customer-focused technical support culture that will go above and beyond to help ensure the best customer experience possible
• Work closely with Product, Engineering, Sales and Marketing, and other Business Stakeholders to achieve company objectives
• Supervision
• Direct accountability over RelativityOne Operations Center, File/SQL PaaS, Site Reliability Engineering, ITIL Process, and RelativityOne Customer Support teams
• Direct accountability for the RelativityOne Operations strategy and operating model
• Shared accountability with Engineering leadership for overall Relativity technical strategy and operating model
• Responsible for recruiting and managing a high performing team as the RelativityOne Operations department expands and matures
• Responsible for preparing and monitoring annual RelativityOne Operations budgets

Preferred qualifications:

• 10 to 15 years, related experience
• Understands and is driven by Relativity’s core values and is committed to embracing them and building the department on them
• Excellent knowledge of SaaS Operations discipline, including Customer Support, ITIL processes, and PaaS services
• Excellent interpersonal and communication skills with all kinds of people at all levels inside and outside the organization. Ability to work through conflict, gain trust, and persuasively influence outcomes
• Devoted and passionate leader with the ability to build real value for the business, its employees, and the customers it serves
• Critical thinker
• Strong decision-making skills
• Strong people and project management skills
• Strong teamwork and partnering skills for cross-group collaboration
• Strong leadership skills, ability to perform under the pressure and optimize the team's resources to attain the business goals
• Ability to motivate people, instill accountability and achieve results
• Ability to work comfortably in ambiguous situations
• Ability to address tactical issues in the short-term while maintaining strategic vision for the long-term.
• Strong understanding of security and privacy
• Ability to work closely with the Engineering teams and translate Operations to common engineering frameworks like Agile
• ITIL Foundation Certification (V3 or greater)

Minimum qualifications:

• Experience as a technical leader, with 10+ years working experience in various areas of technical operations, ITIL processes, engineering, and customer support
• Experience leading large teams and setting strategic and technical direction for those teams
• Proven track record of building and leading successful Operations teams

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.