Job Title: Director- IT Hosting

Location: Remote, United States or Canada

Contract: Full-Time Permanent

About us:

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

About the Role

The Director, IT – Hosting is an IT leadership role responsible for the availability, reliability, and operational excellence of Cyncly’s global hosting and infrastructure environment, reporting to the Head of IT & Cyber Security. Based in the USA or Canada and operating primarily in Eastern (EST) or Central (CST) time zones, this Director will serve as the primary escalation point during North American business hours and extend coverage into evening and overnight hours to bridge time zone gaps across Cyncly’s globally distributed IT.

The role encompasses end-to-end ownership of hosting operations — including major incident management, escalations, Migration, and strategic IT programs — ensuring seamless, secure, and scalable delivery of services to internal and external customers worldwide.

Key Responsibilities

Hosting Operations & Service Reliability

• Own and oversee the day-to-day operations of Cyncly’s global hosting environment, including cloud (Azure), co-location, and hybrid infrastructure, ensuring adherence to SLAs, uptime targets, and operational KPIs.
• Serve as the senior escalation authority for critical infrastructure incidents and P1/P2 major incidents during EST/CST coverage windows, including overnight and weekend on-call rotation as required.
• Define, implement, and continuously improve incident management, change management, and problem management processes aligned to ITIL best practices.
• Drive root cause analysis (RCA) and post-incident reviews, ensuring lasting remediation actions are tracked and delivered.
• Oversee capacity planning, performance monitoring, and proactive maintenance across all hosted platforms.
• Lead and develop a high-performing, globally distributed hosting operations team, setting clear expectations, mentoring engineers, and fostering a culture of accountability and continuous improvement.

Major Incident & Escalation Management

• Act as the primary escalation contact for critical infrastructure and hosting incidents, providing decisive leadership and clear communication to technical teams, senior management, and customers.
• Co-ordinate multi-team, cross-functional bridge calls during major incidents, ensuring rapid resolution and clear stakeholder updates throughout.
• Establish and maintain escalation playbooks, runbooks, and on-call rota to guarantee 24/7 operational coverage across global time zones.
• Drive the implementation of automation and observability tooling to reduce mean time to detect (MTTD) and mean time to resolve (MTTR).
• Collaborate closely with the global IT leadership team and peers to hand off incidents and ongoing situations across time zones without loss of context.

Mergers & Acquisitions – Infrastructure Integration

• Lead the infrastructure due diligence and post-acquisition integration workstreams for M&A activity, assessing the hosting, technical debt, and security posture of acquired companies.
• Define and execute integration roadmaps to onboard acquired infrastructure into Cyncly’s standard hosting architecture, tools, and operational processes.
• Collaborate with IT Security, Enterprise Architecture, and Networking teams to ensure acquired environments meet Cyncly’s compliance, security, and operational standards.
• Manage risks and dependencies during M&A integration, regular progress updates to leadership.
• Build repeatable M&A integration frameworks and playbooks to accelerate future acquisitions.

Core Infrastructure Projects & Strategy

• Own and drive the delivery of core infrastructure programmes including data centre migrations, cloud modernisation, network transformation, and platform upgrades.
• Partner with Enterprise Architecture to translate strategic infrastructure designs into actionable delivery plans, ensuring solutions meet security, performance, and cost objectives.
• Manage project scope, budget, and timelines; provide regular executive-level reporting on programme status, risks, and outcomes.
• Identify and evaluate emerging technologies and platforms, making evidence-based recommendations to modernise and optimise Cyncly’s hosting infrastructure.
• Continuously review infrastructure costs and drive efficiency initiatives including right-sizing, reserved capacity, and automation.

Governance, Security & Compliance

• Ensure all hosting operations comply with relevant regulatory requirements, industry standards, and internal policies (e.g., SOC 2, GDPR).
• Collaborate with the Information Security team to embed security-by-design into all hosting and infrastructure operations.
• Maintain and regularly test business continuity and disaster recovery (BC/DR) plans for all critical hosted services.
• Define and govern operational metrics, dashboards, and reporting to provide full visibility of hosting health to senior stakeholders.

Qualifications and Skills

Required Qualifications

• Bachelor’s degree or equivalent in Computer Science, Information Technology, Engineering, or a related field; advanced degree preferred.
• 5–10 years of progressive experience in IT infrastructure and hosting operations, with a minimum of 5–7 years in a senior leadership or director-level role.
• Demonstrated experience managing enterprise-scale hosting environments spanning cloud (preferably Azure), co-location, and hybrid architectures.
• Proven track record of leading complex infrastructure programmes, M&A integrations, and large-scale migration projects.
• Experience operating across global, distributed organisations with time zone bridging requirements (EST/CST to APAC or EMEA).
• Strong exposure to AI-driven IT operations (AIOps) tooling, automation platforms, and observability solutions to enhance operational efficiency.

Mandatory Technical Experience

• Cloud Platforms: Deep hands-on and architectural knowledge of Microsoft Azure (IaaS, PaaS, SaaS); familiarity with AWS or GCP is an advantage.
• Networking & Security: Expertise in enterprise networking — SD-WAN, routing & switching, VPNs, DNS/DHCP, and firewall administration (Cisco, Palo Alto, or equivalent).
• Virtualisation & Compute: Strong experience with VMware vSphere/NSX, Hyper-V, and software-defined storage (SAN, NAS, object storage).
• Monitoring & Observability: Proficiency with enterprise monitoring platforms (e.g., Datadog, Dynatrace, Azure Monitor, PagerDuty, or equivalent).
• ITSM & ITIL: Experience implementing ITIL-based service management frameworks; familiarity with ServiceNow or similar ITSM platforms.
• Identity & Access Management: Solid understanding of Active Directory, Azure AD/Entra ID, PAM solutions, and SSO/MFA platforms.
• Backup & DR: Experience designing and managing enterprise backup solutions and BC/DR strategies across multi-site environments.

Competency Requirements

• IT Leadership: Ability to represent the IT function credibly at C-suite; experienced in presenting complex technical topics to non-technical stakeholders.
• Incident Command: Calm, decisive, and structured under pressure; proven ability to lead and resolve high-severity incidents across distributed teams.
• Strategic Thinking: Ability to balance day-to-day operational demands with longer-term infrastructure strategy and transformation objectives.
• Collaboration & Influence: Strong cross-functional collaborator who can align stakeholders across Engineering, Product, Security, and Business teams.
• Analytical & Data-Driven: Uses data, metrics, and operational telemetry to drive decisions, measure outcomes, and identify trends.
• Self-directed and adaptable: Comfortable operating with a high degree of autonomy in a fast-paced, PE-backed, acquisition-driven growth environment.

Working for us

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect. Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth. We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - come join us.

In accordance with applicable pay transparency laws, we are committed to providing clear and equitable compensation information. For this remote position, the expected salary range is $98,000 - $130,000 USD, depending on location, experience, and qualifications. This role may also be eligible for additional compensation such as bonuses, commissions, or equity, as well as a comprehensive benefits package. Candidates applying from jurisdictions with specific pay disclosure requirements (e.g., California, Colorado, New York, Washington, Illinois, British Columbia) will receive location-specific compensation details in compliance with local laws.

Equal Opportunity Employer Statement:

Cyncly is committed to equal opportunity and does not discriminate based on race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law.

Applicants must be legally authorized to work in the country in which they are applying to work (United States or Canada). This role is not eligible for employer sponsorship now or in the future.