Director of Information Technology

Twilio's mission is to fuel the future of communications. Developers and businesses use Twilio to make communications relevant and contextual by embedding messaging, voice and video capabilities directly into their software applications. Founded in 2008, Twilio has over 650 employees, with headquarters in San Francisco and other offices in Bogotá, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore and Tallinn.

- The role will oversee global operations on multiple continents ensuring great customer experience for all Twilio office locations. - This person will be responsible for guiding the first line IT Helpdesk as well as own running IT infrastructure projects, maintaining operational infrastructure, operational compliance and business continuity planning. - The successful candidate will have a proven track record of success in building processes that deliver operational excellence on all levels, including coordinating and driving issues to resolution while demonstrating excellent program management skills. - Lead a world-class IT Helpdesk function with global availability. - Build and mentor a high-performance IT infrastructure team. - Develop and implement best-in-class IT infrastructure for the company, including development and constant betterment of IT solutions. - Drive continual process improvement and own performance visibility. - Manage execution of compliance programs (like SOX, audits etc) and systematically lead development of betterments within corporate IT domain. - Take ownership of issues and drive escalations to closure. - Manage cloud and hardware assets, including office networking and infrastructure.

- 7+ years experience in leading IT Helpdesk and infrastructure teams. - Track record of effectively owning, improving and optimizing IT Helpdesk function. - Track record of fostering an open and accomplishment-inspiring team environment with focus on delivering great customer experience. - Practical experience in leading compliance program implementations. - Demonstrated experience in running projects that span multiple teams and quarters. - Must be a passionate, detail-oriented leader who can prioritize, values the customer, is innovative as well as quantitative, can communicate clearly and will bring a consistent history of delivery. - Exposure to both cloud and data center operations. - Prior experience in managing and providing support for OS X environments required. - Great recruiter and mentor with experience managing Helpdesk Administrators and Engineers.